Let's answer your questions

• Card disputes
  • What is a disputed transaction?

    1. 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 Caribbean of the invalid transaction within 30 days of the statement date.

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

       ·         Unauthorised 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 unrecognised or questionable charges to CIBC Caribbean immediately by completing the dispute form.

       ·        Make sure all authorized users review their transactions for irregularities or errors

       ·        Do not give your credit card PIN to anyone

       ·        Do not share your online accounts/passwords with anyone

  • How long do I have to dispute a charge on my account?

    1. Disputes are regulated by the Credit/Debit card networks like Mastercard and Visa. A dispute must be submitted within 90 days of the transaction date to allow for thorough investigation noting varying factors may impact CIBC Caribbean’s ability to file a dispute on your behalf. CIBC Caribbean recommends you review your monthly statement so you may identify and submit your dispute within timeframes that allow for the transactions to be reviewed by the bank, the merchant and the card network as required.

  • How do I submit a credit/debit card dispute?

    1. To submit a dispute for a transaction, you may do so via online banking. If you do not have online banking, please register here, visit us in branch or submit a dispute form to us via issuingchargeback@cibcfcib.com.

       Please note disputes can only be submitted for settled transactions and not for pending transactions.

        

       Our dispute form can be found online here: https://www.cibcfcib.com/binaries/content/assets/agreements-and-forms/debit-and-credit/8523a-cardholder-dispute-form-visa-credit-debit-cards.pdf

        

       To file a dispute via Online Banking please see the below instructions:

        

       If using Online Banking:

       - Log in to Online Banking

       - Select the account associated with your card

        - Select ‘dispute transaction’ on the right-hand side of the screen

       - Select the transaction to be disputed

       - Press ‘continue’

       - Enter the reason for dispute

       - Check the box to confirm the information to be true

       - Press ‘submit’

       If submitting via our Mobile App:

       - Log in to our Mobile App 

       - Select the account associated with yourcard

       - Select three dots at the top right-hand corner of the screen

       - Select ‘dispute transaction’,

       - Select the transaction to be disputed

       - Press ‘continue’

       - Enter the reason for dispute

       - Check the box to confirm the information to be true

       - Press ‘submit’

       If submitting via issuingchargeback@cibcfcib.com: 

       - Subject of Email: " Website Referral- Card Dispute".

       - Attach dispute form as a PDF.

       - Include your First and Last name.

       - When selecting options 2-8 on the Cardholder's Dispute Form, please include any supporting documentation or attachments that may assist with the investigation.

  • What happens if I don't recognise a transaction on a statement?

    1. Carefully review your transaction history, look for matching amounts between transaction receipts and the posted transaction as sometimes the merchant’s name may appear differently. If you advise us that a transaction was not authorised by you, or you have no knowledge of the origin, we will investigate as potential fraud. As part of the fraud investigation, your CIBC Caribbean Credit/Debit card will be blocked to prevent any additional fraudulent transactions on the account. A new card will be issued and sent to your branch for collection.

  • How to complete the Dispute form?

    1. You may complete an electronic form in Online Banking or print the form available on our corporate website. You may also visit the branch should you be unable to complete via either of these methods.  Remember where you have performed the transaction and make attempts to resolve the issue with the merchant first.

       Review the possible options for fraud carefully and select ONE reason which is most applicable.

       If you are not sure which of the options listed on the form applies, please include a separate document along with the dispute form that explains the issue.

       Include the following

       ·         The date(s) and methods used to communicate with the merchant

       ·         The merchant’s phone number, email address, website

       ·         Details of the conversations and timelines

       ·         These details are important and the information you provide is used to decide the outcome of your dispute.

       ·         Your contact number(s) and email address

        

       Remember, the more information you provide allows us to have comprehensive picture of what occurred.

  • How long should I wait for the Bank to resolve a dispute?

    1. Disputes can be resolved within 60-90 days generally, however timelines will vary depending on the situation. Some cases may take longer to complete as the process involves obtaining feedback or documents from another bank, the merchant or VISA / MasterCard. There are various rules and timelines which govern the dispute process depending on the type of dispute.  

       Additional information may be requested from you to support the process and there may be a need to contact you via email or phone in these instances. It is important that you always provide us with current contact information and that you respond within the timeframe communicated to ensure the dispute process can proceed. Failure to do so may result in our inability to obtain a refund on your behalf.

  • Is there any additional action required from me once I submit a dispute?

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

       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 by providing additional documentation. Failure to action a request may result in a favorable ruling towards the merchant if responses are not received by the date requested.

  • What if I lose the dispute case with the merchant?

    1. If your dispute is unsuccessful and you received a temporary credit while the dispute was being investigated, the temporary/conditional credit on your Credit/Debit card account will be reversed and will be added to the balance of your Card statement. Any applicable interest will also be added to the balance of your account. The dispute case will also be considered closed.

  • Can I place a stop payment on a Credit/Debit card purchase?

    1. There is no stop payment option for purchases made with your Credit/Debit card. If you have a valid dispute, please complete the dispute form and attach all documentation to support your request.  You may however utilise our card freeze options available via Mobile and Online banking which allow you to block your card to prevent additional transactions from being processed.

  • Will I receive a credit each time I dispute a transaction?

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

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

       While every case is unique, CIBC Caribbean 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.

       To help us serve you quickly you must notify CIBC Caribbean 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.

  • How do I protect myself from being charged for phone, mail or online purchases that I have cancelled?

    1. Before you authorise any purchase, ensure you read and understand the merchant's delivery, return and cancellation policies.

       When 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.

  • I cancelled my card, but I have received a notice which advises that a transaction has been debited even after closure.

    1. Where you have made agreements with merchants to pay subscriptions you must cancel the subscription with the merchant in order to stop the charges. Closing your account does not stop these charges as you entered into a contractual arrangement with the merchant. Once you have confirmed to the merchant that you have cancelled your subscription and it has not breached the agreement with the merchant, we can act on your behalf should future purchases be submitted.

  • What are my responsibilities as a cardholder?

    1. - Always review the Terms and Conditions of the sales contract before you sign an agreement with a merchant. Read the fine print.

       - Always check your statement for irregularities.  

       - Adhere to the timeframe within which you can lodge a dispute.

       - If you suspect any unauthorised use of your card.

                · Contact CIBC Caribbean immediately – 1 (866) 743 2257

                ·  Block your card using CIBC Caribbean Mobile or Online Banking App