How to dispute a credit card transaction

Step 1: Let's get started on your web browser

Select the "Sign on" button in the demo to continue.

Step 2: Select a credit card to view the transaction history

On the CIBC Online Banking homepage, go to the credit cards section and select the card you want to review the transaction history for.

Step 3: Select the transaction you want to dispute

To find a specific transaction, select the magnifying glass icon and search your Past Transactions by keyword, the transaction type or the date.

When you select each transaction, you can also review more information, such as the address and phone number relating to the charge.

Once you've found the transaction you want to dispute, select the link for "Dispute This Transaction".

Step 4: Submit a dispute

Review the "What to expect" information about disputing a credit card transaction. When you're ready, select the "Continue" button.

Step 5: Choose why you're disputing the transaction

From the list of options, select the reason why you're disputing the transaction. For this demo, we'll be selecting "I do not recognize this transaction and think it may be fraud".

If your dispute is due to suspected fraud, your card will be cancelled and a new card will be mailed to you within 4 to 10 business days.

Step 6: Acknowledge that you haven't authorized the transaction you're disputing

Select the checkbox to acknowledge that you, and any authorized users on your account, haven't authorized the transaction.

For your protection, once you report a fraud dispute, your card will be cancelled and a new one will be sent.

After checking the acknowledgement box, select the "Next" button to continue.

Step 7: Check your records

Before submitting a credit card transaction dispute, complete the following steps:

• Check your receipts and records for the transactions (such as subscription renewals and pre-authorized payments)

Note: The merchant name, date and location on the receipt may be different from your transaction summary.

• Ask all authorized users if they recognize the transaction
• Check that your mailing address, email and phone number are up to date on CIBC Online Banking

Once you have completed these steps, select the "Next" button to continue.

Step 8: Confirm that your mailing address is valid

The mailing address associated with your account will be on-screen. Once your dispute case has been created, your credit card will be cancelled to prevent further fraudulent activity and a new card will be mailed to this address.

If the mailing address is correct, select "Yes, this address is valid".

If the mailing address isn't correct, select "No, this address is not valid" and follow the steps to update your account information.

Step 9: Confirm whether you have the card used for this transaction

Use the checkboxes to answer "Yes" or "No", then select the "Next" button to continue.

Step 10: Confirm whether any information is lost or stolen

Select each checkbox for any items or information that you know were lost or stolen.

When you're finished, select the "Next" button to continue.

Step 11: Review additional transactions

You'll be provided with several more credit card transactions that occurred on dates before and after your disputed transaction. Select any transactions that you don't recognize.

If there are more than 10 transactions you don't recognize, call CIBC for help at 1-866-320-1011.

Once you've reviewed the transactions, select the "Next" button to continue.

Step 12: Confirm whether you've heard of the merchants before

Your disputed transaction, plus any transactions you don't recognized, will be detailed on-screen.

Have you heard of any of the merchants before? Answer "Yes" or "No", then select "Next" to continue.

Step 13: Confirm if you gave the merchants your credit card information

Your disputed transaction, plus any transactions you don't recognize, will be detailed on-screen.

Did you give the merchants your credit card information? Answer "Yes" or "No" and then select "Next" to continue.

Step 14: Confirm if another user with access to your credit card could have authorized the transactions

Answer "Yes" or "No", then select "Next" to continue.

Step 15: Confirm if you gave the credit card or PIN to anyone else to use

Answer "Yes" or "No", then select "Next" to continue.

Step 16: Confirm if someone could have used your PIN without your knowledge

Answer "Yes" or "No" then select "Next" to continue.

Step 17: Choose how you'd like to receive updates about your dispute

Select whether you want to receive updates about your credit card transaction dispute by email or text message.

When you're ready, select the "Submit dispute" button to proceed.

Great job!

You've successfully submitted a credit card transaction dispute on CIBC Online Banking.

This form is only meant for disputing credit card transactions. If you want to dispute a balance transfer, cash advance, convenience cheque or CIBC Global Money Transfer^™, call us at 1-866-320-1011.

Step 1: Let's get started on the mobile app

Select the "Sign on" button in the demo to continue.

Step 2: Select a credit card to view the transaction history

On the CIBC Mobile Banking homepage, go to the credit cards section and select the card you want to review the transaction history for.

Step 3: Select "Transactions"

To review transaction history for your account, select the "Transactions" tab.

Step 4: Search your transaction history

To find a specific transaction, select the magnifying glass icon and search by keyword, the transaction type or the date.

When you select each transaction, you can also review more information, such as the address and phone number relating to the charge.

Step 5: Dispute the transaction

When you've found the transaction you want to dispute, select the link for "Dispute This Transaction".

Step 6: Submit a dispute

Review the "What to expect" information about disputing a credit card transaction. When you're ready, select the "Continue" button.

Step 7: Choose why you're disputing the transaction

From the list of options, select the reason why you're disputing the transaction. For this demo, we'll be selecting "I do not recognize this transaction and think it may be fraud".

If your dispute is due to suspected fraud, your card will be cancelled and a new card will be mailed to you within 4 to 10 business days.

Next, select the checkbox to acknowledge that you, and any authorized users on your account, haven't authorized the transaction. After checking the acknowledgement box, select the "Next" button.

Step 8: Check your records

Before submitting a credit card transaction dispute, complete the following steps:

• Check your receipts and records for the transactions (such as subscription renewals and pre-authorized payments)

Note: The merchant name, date and location on the receipt may be different from your transaction summary.

• Ask all authorized users if they recognize the transaction
• Check that your mailing address, email, and phone number are up to date on the CIBC Mobile Banking App

Once you've completed these steps, select the "Next" button to continue.

Step 9: Confirm that your mailing address is valid

The mailing address associated with your account will be on-screen. Once your dispute case has been created, your credit card will be cancelled to prevent further fraudulent activity and a new card will be mailed to this address.

If the mailing address is correct, select "Yes, this address is valid".

If the mailing address isn't correct, select "No, this address is not valid" and follow the steps to update your account information.

Step 10: Confirm whether you have the card used for this transaction

Use the checkboxes to answer "Yes" or "No", then select the "Next" button to continue.

Step 11: Confirm whether any information is lost or stolen

Select each checkbox for any items or information you know were lost or stolen.

When you're finished, select the "Next" button to continue.

Step 12: Review additional transactions

You'll be provided with several more credit card transactions that occurred on dates before and after your disputed transaction. Select any transactions that you don't recognize.

If there are more than 10 transactions you don't recognize, call CIBC for help at 1-866-320-1011.

Once you've reviewed the transactions, select the "Next" button to continue.

Step 13: Confirm whether you've heard of the merchants before

Your disputed transaction, plus any transactions you don't recognize, will be detailed on-screen.

Have you heard of any of the merchants before? Answer "Yes" or "No", and then select "Next" to continue.

Step 14: Confirm if you gave the merchants your credit card information

Your disputed transaction, plus any transactions you don't recognize, will be detailed on-screen.

Did you give the merchants your credit card information? Answer "Yes" or "No", then select "Next" to continue.

Step 15: Confirm if another user with access to your credit card could have authorized the transactions

Answer "Yes" or "No", then select "Next" to continue.

Step 16: Confirm if you gave the credit card or PIN to anyone else to use

Answer "Yes" or "No", then select "Next" to continue.

Step 17: Confirm if someone could have used your PIN without your knowledge

Answer "Yes" or "No", then select "Next" to continue.

Step 18: Choose how you'd like to receive updates about your dispute

Select whether you want to receive updates about your credit card transaction dispute by email or text message.

When you're ready, select the "Submit dispute" button to proceed.

Great job!

You've successfully submitted a credit card transaction dispute on the CIBC Mobile Banking App.

This form is only meant for disputing credit card transactions. If you want to dispute a balance transfer, cash advance, convenience cheque or CIBC Global Money Transfer^™, call us at 1-866-320-1011.