Letters including the below have been sent to:
Executive Vice-President Amy, Office of the CEO and Chief of Staff at CIBC.
Senior Executive Vice-President and Chief Administrative Officer Christine
Vice President Chris, Client Complaint, Management & Appeals
RE: Serious client service mistakes closing account, poor investigation by senior manager in Client Complaints including lying about location of paperwork; lack of diligence from senior management in Head Office to address. This is where I am now. Beware!
There was a letter to the Toronto Star Editor in which new CIBC CEO Culham was also mentioned and sent to the above in mid-January 2026. This case has been going on for over a year - there has only been silence from head office since then. In January of 2026, CIBC did offer coverage to protect my account which was reasonable but the settlement offer was not so I declined. This is what happened:
Briefly I closed down my mother's account after she passed away. The account remained open for months leaving me exposed because my account was linked to hers. I told the bank branch and manager about this repeatedly and also found the line of credit on her account was still in use! I could transfer money back and forth from her line of credit in her account to mine! The Bank branch manager called me in July of 2025 after I threatened to go to the media and told me that as far as they were concerned they never had a record of me going into the bank to close down my mothers accounts eight months before! They made me feel like I was really the one who was in the wrong and acted like I was lying. I continued to get emails for my mother as well.
The thing is when I closed the account in 2024, the teller who did it took all my details including passport and credit cards, gave it to someone at the branch who went to photocopy it and brought me back the originals. The bank manager said she could not identify the people who were there that day. There was no copy.
It was only when I took money from her line of credit account in 2025 which should have been closed and put it in my account that I finally got action regarding a monthly payment. I told the cibc agent calling to ask for my mother what happened and why I did this to show how dangerous this was for me to not have closed my mother's account. Who would pay if someone took $10,000 from her line of credit?
I was then escalated to a customer care rep who was very understanding and also said that they could not find the actual paperwork to show that I had closed it down so they asked for it. I emailed the paperwork to the agent who put it in the file. I had been told by the bank manager and the community manager who I was escalated to that the teller was no longer with the CIBC and they could not confirm what happened to the paperwork.
The senior community manager who was excellent at investigating the trail could also not tell me exactly where the paperwork ended up after a very thorough investigation. Now it goes to senior investigations and I get this person who says they need three weeks after all the information provided, to investigate as well. I recorded the conversation with the senior managers so I know exactly what happened. The offer from CIBC this January, I think is far below (way under $1000) what I deserve for what happened to me and what I went through for months. This time spent was bad enough but worse was the fact that the senior investigations officer lied. Here's what happened: The Senior Investigations Manager comes back and tells me that "Oh, guess what? We found the closed transaction at the bank attached to another file in a credenza at the back". This is more than a year after it had gone missing! Remember, I had given the paperwork to the Customer Care Rep early on and that is how he had it. The paperwork is supposed to be shredded after a short time when it is entered into the system. This is a blatant lie and CIBC stands behind this what I believe is fraudulent. CIBC even at the highest levels refuses to acknowledge the blatant criminal lie regarding where the paperwork ended. Also be warned --There is another group that they say is there to submit a case through CIBC but it turns out the additional investigations whistleblower group Clearview Connects is run by the VP of Client Complaint Management. After 1 hour of giving my case to someone who had language issues, Clearview came back very quickly and said that my case was rejected. No surprise there.
This is not a case for the OBSI, this is for Senior Management and the Office of the CEO to settle in-house. I know others who have gone through similar things with CIBC but mine was the worst. My mother had a great manager at CIBC at Eglinton and Glenarden. Those days are gone.
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