I have been with CIBC for more than 25 years, have had two business accounts (one still active), two mortgages, several vehicles, gold visa etc

Recently wanted to dump the visa bill and was enticed by CIBC to do so with a line of credit

after a little thought I thought why not and applied for the funding

the application would have cost thousands of dollars to process and would have been about 30% cost to burrow, NADA NADA

I was told this was a mistake and that they did not realize the cost of going that route so I was invited to access a regular unsecured like of credit for a GREAT rate because of the misunderstanding and my long time patronage of this institution

I received a call for an appointment and was to learn that the great rate was prime plus 6.5%

WOW

I am moving all of my financials away from CIBC and the amounts are considerable.

This bank SUCKS and only waste the time of their customers who did not ask for the measly line of credit in the first place.

CIBC would do well to hire credible agents and act honorably.

Hey Thaiboxer74,

As you said, people talk about service. If CIBC treated you badly, it's not a bad thing to tell others about that service.

Sometimes a little critism helps companies focus their attention better.

Snowgirl,

I have spoken to my main branch, and they gave less than a (edited for language) about my complaint.
I went to the branch that is closest to where I work, and told them the story, and they were sympathetic to what happened.
Too little too late though.
I yoinked everything, and I mean everything from CIBC after banking with them for about 15 years and went to Royal Bank. They were more than happy to take me on as a client.
Sometimes making noise isn't enough. Sometimes you have to follow through with what in this case was my threat to change banks.
What does it matter when you're speaking with some pimply face teenager at a call centre halfway across the coutry? Do you think they care about your loyal service? Not a chance.
CIBC has not only lost 2 clients, but I have told my extended family (some of whom are CIBC customers) the story, and some of them have agreed to change banks also.
Just goes to show, a little good business goes a long way. A little bad business goes a bit further..

PB.

Wow, I am sorry to hear about this. Did you get a resolution from your local branch? If not, CIBC has a brochure that gives you guidelines on how to escalate a complaint - it begins with Customer Care (there's a 1800#). I happen to work for CIBC, and NO CLIENT in my branch would ever be treated this poorly. Obviously, it varies from manager to manager how a department and branch are run - you might find excellent service by another branch or 1800 person @ CIBC and crappy service from another FI....it shouldn't be a crapshoot, but it seems it is!

This is a letter I wrote to CIBC this morning in regards to treatment we received by their customer service reps over the phone last night........

To whom it may concern:

I have been a CIBC customer for a long time, but will be closing my bank account with you and will not return as a customer.

My wife xxxxxxx xxxxxx who also has an account with CIBC was treated so poorly, that she is closing her account, and I told her I would close mine along with her to support her decision to leave CIBC.

She attempted to stop a payment on an automatic withdrawal 2 days before the payment was supposed to come out of her account. She did this online. A few days later she noticed that not only had the payment gone through, she was also charged $20 for the stop payment. Upon calling telephone banking (the location on the east coast of Canada), she was told that she did it incorrectly online, and that the charges would NOT be reversed. Upon hanging up the phone she was in tears. The agent told her it was her mistake, and he would not help her. He told her to go to her branch to fix the problem, which she did. They told her at her branch that she has to call telephone banking.

Upon returning home from the bank, she called telephone banking and put the phone on speakerphone so I could hear this time.
Not only did the agent not help her (again), there was also another agent laughing at the situation in the background. This infuriated me.
I took the phone from my wife and asked to speak to a supervisor. Someone by the name of Kevin spoke to me and was very prompt to tell us that he would not be helping us, and that we should go to our local branch. I explained to him that we just did that. He then also laughed at us. (Did this really just happen? Was I really just laughed at by my bank?)

This is the single worst experience I have ever had dealing with a customer service agent at any time.

I am sending this letter to CIBC via your online banking site, but have sent questions before and have not received a reply, so I’m not confident that this will get through to anyone either.

I am also sending emails and hard copies to my local branch, as well as any management I can get a hold of.

This display of customer service is atrocious. I truly hope the matter will be looked at carefully by those governing your inbound call centres, and their agents.

xxxxxx xxxxxxxxx
Ottawa, Ontario
Canada