Disputing debit card transactions

If you notice a transaction on your debit card that you want to dispute, contact CIBC as soon as possible. The timeline to submit a dispute depends on the type of transaction:

• For transactions you did not authorize or believe are fraudulent — for example, if your card was lost or stolen and used without your permission, or you see a charge you do not recognize — notify CIBC as soon as you notice the unauthorized transaction. You may be liable for the transaction if you fail to notify CIBC within the timeframe set out in your Personal Account Agreement (PDF, 175 KB) Opens a new window. . 
• For non-fraud disputes — for example, if you were charged twice for the same purchase, were billed the wrong amount, or did not receive a product or service you paid for — contact us when you first notice the issue. Some non-fraud disputes may only be accepted up to 60 days from the transaction date or the date of the service, depending on the situation.

You may be required to submit documentation to support your dispute. If documentation is required, submit it as soon as possible after initiating your dispute case.

We may call or email you if we need to contact you about your dispute or need more information.

Documentation or evidence may be required to support your case and to investigate your dispute. Examples of documentation may include:

• Transaction receipts
• Invoices
• Order confirmations
• Any communication with the merchant, including emails and chat conversations 

Failure to submit documentation when required may result in an invalid dispute, and you will be responsible for the transaction.

You can provide documentation by email, fax or mail. When submitting your dispute with a representative, you can choose which method you prefer. The representative will tell you how to submit documentation through your chosen channel.

Fraud disputes are usually resolved within 10 business days.

Non-fraud disputes can take longer to investigate and may take up to 100 days to resolve.

If your dispute is unsuccessful, any credits previously applied to your account will be reversed, and you will be responsible for the transaction.

No, cancelling your debit card won’t necessarily stop transactions. If you have an issue with a transaction that you recognize, contact the merchant directly.

If you believe a transaction is fraudulent, contact us right away to dispute the charge. We will cancel your debit card and investigate the transaction. If it is confirmed to be fraud, you will not be responsible for the charge, as outlined in the Visa Zero Liability Policy and the Interac Zero Liability Policy.

Cancelling your debit card may help to prevent new unauthorized transactions if you suspect fraud on your card. However, transactions that were already authorized — including those with merchants who have your debit card on file, such as gyms and streaming services — may still be posted to your account after your card is cancelled. You may still be responsible for these charges if you previously agreed to them.

A disputed transaction is any charge on your account that you have an issue with or do not believe is valid, including suspected fraud.

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

• Unauthorized or fraudulent 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 you only pay for transactions you authorized:

• Regularly check your debit card transactions against receipts
• Report any unrecognized or questionable charges to CIBC immediately.
• Do not give your debit card or your debit card PIN to anyone.

To help you consider whether a transaction can be disputed, refer to our dispute checklists.

If you’re unsure whether you can dispute a transaction, call the number on the back of your debit card or, if you suspect the transaction is fraud, you can call us or visit a banking centre.

Several factors determine whether you receive a credit for a disputed transaction, including whether you initiated the dispute promptly and the value of the transaction being disputed.

If you receive a credit, it will be applied within 5 business days of initiating your dispute. If your dispute is successful, the credit will remain on your account after your dispute is resolved. If your dispute is unsuccessful, any credits previously applied will be reversed, and you will be responsible for the transaction.

Before you authorize any purchase, make sure you read and understand the merchant’s delivery, return and cancellation policies. After you cancel your order, keep a complete record of the cancellation details, including the date and time you cancelled the product or service and any communications you have with the merchant.

If you returned the merchandise and did not receive a refund, keep the shipping company’s invoice or tracking number showing that the merchandise was returned. Keep clear records of any communication you’ve had with the merchant, such as emails, faxes, chat conversations and details of phone conversations.

If you have not received an expected refund within the timeframe stated in the merchant’s cancellation policy, contact the merchant directly before initiating a dispute with CIBC.

Follow the instructions on the ATM screen carefully. Take note of any error messages before proceeding with your withdrawal and hold on to any receipts for failed transactions.

If your first attempt fails, wait several hours before attempting another withdrawal and use a different ATM. If your transaction fails again, stop the withdrawal attempt and call the number on the back of your debit card. If possible, keep the ATM receipt from each attempt.

If you need to dispute an ATM withdrawal due to partial or no funds dispensed, call the number on the back of your debit card or visit a banking centre. Have the following information ready:

• Debit card number
• Time of the withdrawal
• Attempted withdrawal amount versus received amount
• ATM location
• ATM receipt, if possible

Note: If you have an issue with a withdrawal at a non-CIBC ATM in or outside of Canada, you must still contact CIBC to resolve the issue. You can do so by calling the number on the back of your debit card or by visiting a CIBC Banking Centre.

To protect yourself from fraud, do not give your debit card to anyone or share your PIN with anyone. Be sure to hide your PIN when making in-person transactions.

CIBC also helps to protect you from fraud by automatically enrolling you in fraud prevention alerts. We will notify you through email or text message if we detect suspicious or unusual activity on your debit card.

It’s important to regularly monitor your account transactions and report any suspicious transactions to CIBC immediately.