We've rebranded - and our email has too!

• Email Rebrand
  • Why are you changing your email address?

    1. We are updating our email address to align with our refreshed brand identity. This change supports a more unified and consistent communication experience and reflects our commitment to growth, innovation, and productivity.

  • What will the new email address look like?

    1. Our corporate email address will change from the old domain to the new one.
       Example:
       a.    Old: john.smith@cibcfcib.com
       b.    New: john.smith@cibccaribbean.com

  • Will the old email address still work?

    1. Yes. Emails sent to our old addresses will continue to be delivered during a transition period. However, we encourage you to update your records with our new contact information as soon as possible.
        

  • Do I need to do anything on my end?

    1. We recommend updating our contact details in your systems, address books, and distribution lists to reflect the new email addresses.

  • Will this change affect ongoing communication or service delivery?

    1. No. You can continue communicating with us as usual. This update only affects our email addresses—our services and support remain unchanged.

  • Is this change secure?

    1. Yes. The new address is secure and supported by the same systems and protections you’re familiar with. This change is part of a planned and secure update.

  • Who can I contact if I have questions?

    1. If you have any questions, please reach out to your Branch Manager or Relationship Manager, via their old or new email address, or contact our Client Service and Sales Centre on 1 866 743-2257.

Debit and Credit Cards

• Mastercard Standard/Gold Credit Card Conversion
  • What will change?

    1. The Mastercard Standard and Gold Credit Cards will be discontinued and replaced with the JetBlue Card by CIBC Caribbean.

  • Why the change?

    1. We continue to enhance our products and services, and we’ve made some changes to our credit card products.  With this transition, you receive enhanced benefits and features, while we maintain the same level of unmatched service.

  • When I receive the new JetBlue card, will my card number change?

    1. Yes. The new card will carry a new number. Be sure to update any recurring payments or linked accounts with the new number. 

  • Are there any changes to the fees on my account?

    1. Yes. Your new JetBlue Card has no annual fee which presents an annual cost savings of $100.00 for you.

  • Will my credit limit stay the same?

    1. Yes. Your credit limit, balances and your details are all automatically updated on the new card at issuance.  

  • Will my interest rate change?

    1. No.  There will be no change to the interest rate.

  • What happens to the existing benefits of my Mastercard Standard/Gold Credit Card?

    1. The benefits of the previous Mastercard Standard/Gold Credit card will no longer apply. You will now have access to the benefits of the JetBlue Card.  To view the benefits which apply please visit: https://www.cibccaribbean.com/jetblue/jetblue-card.com

  • What happens to my existing rewards points?

    1. Your existing rewards must be redeemed before April 11, 2025, if not you will lose them. Redeem by accessing the My Rewards app, confirming your points balance and redeeming online or instore. 

  • Will my rewards program change?

    1. Yes. The JetBlue Card offers travel rewards in the TrueBlue program. Visit https://www.cibcfcib.com/jetblue.com to learn more about TrueBlue.

  • How do I enroll for a TrueBlue account?

    1. You will be automatically enrolled in the TrueBlue program. If you have an existing TrueBlue account, you may be matched if the information provided in your TrueBlue account aligns with the information you have provided to us. If it does not match or you do not have a TrueBlue account, a new one will be provided. Instructions on how to merge will also be provided in the welcome email you will receive. 

  • Will my statement due date change?

    1. No.  Your statement date will not change.

  • Do I continue to make payments to the card number on my current card.

    1. You may continue to use and make payments to your current card number. Once you receive and activate the new card please update your bill payments in Online Banking with the new number. 

  • Is there a conversion fee?

    1. No.  There is no conversion fee. 

  • What if my Mastercard Standard and Gold is lost or stolen?

    1. Your card will be replaced with a Mastercard Standard and Gold until the date of the conversion to the JetBlue card

• Visa Debit Cards
  • How does the CIBC Caribbean Visa Debit Card work?

    1. The CIBC Caribbean Visa Debit card is available in Classic, Platinum and Bizline options and works like cash, cheques, and ATM cards, but only better!

       Clients can enjoy the convenience of paying bills and purchasing goods and services online directly from their chequing or savings account as well as via the Point of Sale terminals where all you need to do is visit any merchant that accepts Visa and simply swipe, tap or enter your PIN  to make a purchase.

       Clients’ transactions can be monitored 24/7 via CIBC Caribbean Online Banking and our Mobile App.  

  • What can the Visa Debit Card do that my Convenience/ATM card cannot?

    1. https://www.cibccaribbean.com/credit-and-debit/upgrade-to-a-visa-debit-card

       Clients benefit from emergency replacement of a lost or stolen card within one business day in USA or Canada and within three business days elsewhere. Emergency cash replacement is subject to approval.

  • How do I use my card at the Point of Sale (POS) terminal?

    1. a)    Enter a PIN – Similar to your convenience card you can enter a PIN at merchants’ chip-enabled point-of-sale terminals.  If your chip card is swiped at a chip-enabled terminal it will be declined. If the merchant’s point-of-sale terminal is not chip-enabled you will still be able to complete a swipe transaction, which will then require a signature.

       Note: Your first transaction must be done at merchant Point of Sale terminal)

        

       b)    Contactless - You will not always be required to enter a PIN or sign at the end of your transactions. Several merchants locally and abroad have adopted contactless technology which allows you to simply tap your card for low value transactions to process your transactions.

       Note: Your first transaction cannot be a contactless transaction.

        

       c)    Swipe – Those terminals which are not chip-enabled will still require you to sign the receipt and return a copy to the merchant.

        

       Note: If you are asked to select debit or credit at the point of sale terminal, always select credit to process the transaction seamlessly.

       Multiple accounts of the same currency can be linked to your Visa Debit card, however only the account designated as your primary account will be drawn from when making point-of-sale purchases or withdrawals at ATMs of other banks.

       .

  • Will the convenience card be discontinued?

    1. Yes, we are upgrading our services to provide the latest and safest technology to protect our clients. The Visa Debit Card offers the most updated technology and other modern features that will improve your experience while keeping your money safe.

       You should discontinue use of the convenience card, however the number on your convenience card will allow you access to Online/Mobile Banking so your card should be retained for this purpose. Upon receipt of your Visa Debit Card, use the number listed on your card to activate, PIN and start using it immediately.  Your Visa Debit Card does everything the convenience card does and more.

  • When the Visa Debit Card is received what do I do with the convenience card?

    1. You should discontinue use of the convenience card, however the number on your convenience card will allow you access to Online/Mobile Banking so your card should be retained for this purpose. Upon receipt of your Visa Debit Card, use the number listed on your card to activate, PIN and start using it immediately.  Your Visa Debit Card does everything the convenience card does and more.

  • When my convenience card service is eventually discontinued how will I access my Online Banking?

    1. The discontinuation of your ability to use your convenience card will not affect your Online Banking access. You will access your Online Banking profile in the same way. You should retain your convenience card number for ease of reference.

  • Why don't my transactions show up immediately in Online Banking or the Mobile App?

    1. When you conduct a transaction using your Visa Debit Card, your balance changes immediately. From time to time there may be a delay in posting some transaction details. This is because our system posts these details after the Merchant/vendor (where the transaction was undertaken) completes a clearance of their POS terminal.

  • With my current convenience card I am able to make a purchase from either my savings or chequing account at the merchant or at another bank's ATM (JETS/CashNet territories). Will I be able to do the same with my Visa Debit Card?

    1. You will only be able to make purchases or withdraw cash from another Bank’s ATM from one account which you will designate as your main account for all Visa Debit Card purchases. You will not be able to select either savings or chequing at the merchant; the funds will be automatically drawn from your main account.

  • How do I replenish my main account if the funds are depleted?

    1. You can transfer funds to your main account via Online Banking, Mobile Banking (where applicable) or in branch.

  • What should I do in case there is a discrepancy on my bank account statement in relation to a Visa Debit Card transaction?

    1. If you have queries about any transaction you should contact the Bank immediately via our Customer Care and Contact Centre.  To dispute a charge you may:

       -Go into any branch to complete a Cardholder Dispute form

       -Complete the form via Online Banking or our Mobile App or visit our Resolution Centre. 

        

        

       You must notify the Bank within 30 days from the date the transaction was initiated on your account.

  • Who is eligible for the Visa Debit Card product?

    1. All chequing and savings account holders are eligible.

  • Is there a fee for purchases carried out with the Visa Debit Card at the POS?

    1. Unlike the local debit card which attracts a fee when you shop at merchants in some markets, your Visa Debit Card purchases are free in most markets. (where applicable)

  • Do I have to pay an annual fee or a joining fee for my CIBC Caribbean Visa Debit Card?

    1. No, there are no annual or joining fees for the Visa Debit Card.

  • Are there other charges that may be associated with the Visa Debit Card?

    1. You will continue to pay fees associated with your chequing/ savings account which are displayed in the Bank’s Schedule of Charges at cibccaribbean.com. Other financial institutions may from time to time impose fees in respect of each transaction not related to CIBC Caribbean’ s fees and charges. Charges will continue for cash advances done at other banks’ ATMs. A currency conversion fee will apply to international purchases and cash advances.

       CIBC Caribbean can only accept payments and cannot initiate.

  • What do I do after I have completed the Visa Debit Application or Acceptance Form?

    1. The form should be returned to any branch or to the email address provided on the form. Once all information provided is accurate on your application form, you should receive your card within 2 weeks via mail to the address on file (Barbados/Jamaica).  All other requests will be sent to the client’s branch of choice.

  • What documentation must I present to confirm my source of income when collecting the Visa Debit Card? (Jamaica only)

    1. Salaried applicants must present a job letter from their employer confirming renumeration, office held and length of employment as well as their last three (3) pay slips.

       Self- employed applicants must present :

       Last three years financial statements to include:

       • Profit & Loss statements

       • Balance sheet

       • Cash Flow

       • Notes to Financials

       A full set of tax returns for the last three years

       Bank statements for past twelve (12) months

  • Is there a limit on my purchases or ATM withdrawals?

    1. Yes, for your security there are daily limits on transactions.

       Note: Contact our Customer Care Centre for further details

  • What are Direct Payments/Fast Funds?

    1. Cardholders are able to receive money transfers from card to card either locally or internationally where the service is available. These transactions can also be initiated via money transfers, fund disbursements, prepaid loads and credit card bill payments by an authorized financial institution or merchant using Visa’s reliable, safe and global payments systems.

       CIBC Caribbean currently supports this service as a recipient of remittances only to Debit cardholders where payments are received in a client’s account in 30 minutes and settled within 24 – 48 business hours of receipt.

       CIBC Caribbean can only accept payments and cannot initiate.

       Limits are as follows:

       Classic - 

       Domestic/Local/Cross Border/International:

       1 Day - 5 Transactions - US$1000

       7 Days - 10 Transactions - US2,500

       30 Days - 15 Transactions - US$5,000

       Platinum/Business -  

       Domestic/Local/Cross Border/International:

       1 Day - 5 Transactions - US$2,500

       7 Days - 10 Transactions - US5,000

       30 Days - 15 Transactions - US$10,000

• 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, submit a dispute form to us via issuingchargeback@cibcfcib.com or visit us in branch.

       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.cibccaribbean.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 my 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 unauthorized use of your card.

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

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

• JetBlue Credit Cards
  • How do I apply for a JetBlue card?

    1. You may apply for a JetBlue card by visiting cibcfcib.com/jetblue and completing the apply online application, via the LoanStore or by visiting a branch.

  • Can I switch from my current Visa product to Mastercard?

    1. Product transfers cannot be done between Visa and Mastercard products. However, you may apply for a second card.

  • Do I also earn My Rewards points with the JetBlue cards?

    1. No. There is no connection to the My Rewards program. The JetBlue cards are enrolled in the TrueBlue program

  • Will Mastercard Standard and Gold cards continue to be offered?

    1. No.  The Mastercard Standard and Gold cards will no longer be offered.  The JetBlue Card will replace our current Mastercard Standard and Gold product.

  • Where can I view my TrueBlue points?

    1. TrueBlue points can be viewed via jetblue.com.

  • I already have a TrueBlue account, can I use this number?

    1. Yes. If you are already enrolled in the TrueBlue program you may provide this number with your application. If you do not provide one, one will be assigned during the enrollment process.

  • Are the JetBlue products available in all markets?

    1. No.  JetBlue cards are only currently available in The Bahamas, Barbados, The Cayman Islands, Jamaica and Trinidad and Tobago.

  • How many free checked bags am I entitled to?

    1. Booking on jetblue.com with your JetBlue Select card gets you a free checked bag. If you book up to three tickets in a single reservation each ticket receives a free checked bag as well. There is no annual limit on the number of free checked bags.

  • When will I receive anniversary points?

    1. Every year on the date your account was opened, once your account is active, you will receive the bonus points applicable to your product.

  • Are there any free visits for the Lounge for the JetBlue Select cardholder?

    1. Clients with the JetBlue Select Card can access the lounge at any time as a paid service. Present your card for entry and you will be charged for each person who accesses.

• Apply for a Credit Card
  • What are the requirements needed to apply for a credit card?
  • How do I apply for a credit card?

    1. To apply for our credit cards, kindly submit your application in branch or online via the following links:

       • Loan Store: https://loans.cibcfcib.com/
       • Website: https://apply.cibcfcib.com/
  • How can I get updates on submitted credit card applications?

    1. For updates on your submitted credit card applications, kindly contact us via our toll-free line at 1-866-743-2257, via Live Chat or via care@cibcfcib.com.

  • Where can I find interest rates for CIBC Caribbean credit cards?

    1. For interest rates on our credit cards, kindly view our schedule of charges via the link below. Kindly select your country and credit cards to view.

       https://www.cibccaribbean.com/schedule-of-charges

  • Where can I find information on the various credit card products offered?

    1. To view our various credit card products, kindly visit the following webpage:

       Personal: https://www.cibccaribbean.com/credit-and-debit/cards?q=personal#list

       Business: https://www.cibccaribbean.com/credit-and-debit/cards?q=business#list

       Corporate: https://www.cibccaribbean.com/credit-and-debit/cards?q=corporate#list

        

  • What is the difference between current and available balance for credit cards?

    1. Your current balance shows how much of your limit has been used. Please note this only reflects settled transactions which has been posted to your account.

       Your available balance is real time and reflects funds which can be used. This balance is the remainder of what is available from your limit.

• Card collection
  • How can I find out if my card is ready for collection?
• Foreign exchange Replenishment & Limit Increases
  • What is the card foreign exchange replenishment process?
  • How can I increase my credit card limit?

    1. To increase your credit card limit, kindly visit your most convenient local branch with the following documents to submit your request:

       1. National Identity card or passport for identification
       2. Proof of address (i.e., utility bill)
       3. Job letter (no older than 3 months)
       4. Most recent salary slips (weekly (4) biweekly (2) monthly (1))
       5. Copies of the last 3 months bank or credit union statements for salary account
       6. 3-month transaction statements on debt held outside of CIBC Caribbean (loans, credit cards, mortgage, hire purchase accounts etc).
  • Can I increase my transactional limit?

    1. We can temporarily increase your transactional limit to allow a purchase to be processed. Please note your limit will be reverted once the transaction has been processed. Kindly reach out to us via our toll-free line at 1-866-743-2257 or via live chat on online banking for assistance.

  • Information on Visa debit and credit card daily transactional limits

    1. To obtain your daily transactional limits, kindly reach out to us via our toll-free line at 1-866-743-2257, via live chat on Online Banking

• Card Activation
  • How do I activate my visa debit or credit card?
  • How do I pin my card?

    1. To choose a new pin or change your current pin, kindly call us via our toll-free line at 1-866-743-2257.

  • How long after selecting a new pin can I use my card?

    1. Kindly allow 24 hours to pass before attempting to use your card. Please note your first transaction should be at a POS machine where you insert your card and enter your pin.

Digital Banking

• Online Banking security protocols
  • When will the change to One-Time Verification code (OTVC) take effect?

    1. On August 31, 2024, we reactivated the use of free email address to receive One-Time Verification Code (OTVC). 

       However, while we have reactivated the use of free email address to receive One-Time Verification Code (OTVC), to enhance your security we strongly recommend following steps.

       - Use a paid email account provided by an employer and may be associated with a company domain (e.g., yourname@company.com).  These accounts are more secure than a free email account.

       - Where possible, avoid using free email accounts provided by domains such as Gmail, Yahoo, Hotmail, etc. 

       - If you must use a free email account, please ensue you enable the Two Factor authentication (2FA) on the email platform.

  • What is a paid email address?

    1. Paid/Work Email Address:

       - Often provided by an employer and may be associated with a company domain (e.g., yourname@company.com).

       - Usually adheres to professional standards and has specific security measures in place.

  • What is a free email address?

    1. Free/Personal Email Address:

       - Typically hosted by services like Gmail, Yahoo, or Outlook.

       - May contain personal information or be linked to social media accounts.

  • If I am travelling, will “Trust Device” still be activated?

    1. Yes.  It will still be enabled.

  • If I am travelling, will I still receive an OTVC to my mobile or email acceptable address?

    1. Yes.  To receive the OTVC via mobile follow the instructions below:

       Steps:

       - Turn off mobile data

       - Turn off airplane mode

       Once airplane mode has been turned off, check again to ensure mobile data is still turned off to prevent them from incurring any data roaming charges. (Minor cost is incurred for the text)

       Once completed client can get OTVC via SMS (preferred method) or voice call.

        On completion of “trusting their device”, they can turn back on airplane mode.

        

       If via Email:

       You must ensure you are connected to as secure Wi-Fi network or on roaming.  Please note, with roaming, you may incur charges by your telecommunications provider.

  • What is the benefit of activating the ‘Trust Device’ option?

    1. Trusting your device allows you to bypass One Time Verification Code (OTVC) at login. This is applicable to those territories with two-factor authentication at login. 

       This change is applicable to our clients in Antigua, The Bahamas, The Cayman Islands, Barbados, St. Kitts & Nevis, St. Lucia and Trinidad.

       Please note, the Trust Device option is only valid for a period of 90 days, after which you will need to reactive the function.

  • Which email addresses are acceptable for use with OTVC?

    1. Both a paid and free email address can be used to accept the OTVC at this time. 

       However, for better account security, we strongly recommend using a paid email address.

       A paid email address is provided by an employer and may be associated with a company domain (e.g., yourname@company.com).

       A free email is typically hosted by services by @yahoo, @outlook or @gmail, etc.

  • What happens if I did not change my email address that is registered with my Online Banking profile?

    1. You won’t be required to do anything at this time and can continue to use the information on file.  

       However, if you are using a free email address, we strongly recommend updating to a paid email address as soon as possible.

  • What happens if I no longer use the phone number that is registered with my Online Banking profile?

    1. Your information will no longer be valid. Please ensure your contact information is up to date by logging in to Online Bank or our Mobile App and follow the steps below:

       Go to:

       Settings > Personal Information > Contact information and update your details.

  • What happens if I changed my email address that is registered with my Online Banking profile?

    1. If you have now added a paid email address, we recommend that you deselect Two-Step Verification (2SV) to the free email address, previously used. You will receive an OTVC to this email address.  You will then be required to enter the OTVC, and this will confirm that the email address has been removed from receiving future OTVC.

       Here are the steps:

       - Got to Settings

       - Select Personal Information

       - Select Contact Information

       - At the Contact & Verification screen

            - Edit the list of contacts

            - Use the toggle button to activate the Two Step Verification screen

             - Select Continue

       To confirm that the email has been removed, you can go back to contacts and verification and verify that the ‘green shield’ no longer appears next to the free email address.

       PS:  Please ensure you are connected to a secure Wi-Fi network

  • What happens if I no longer have an active mobile number?

    1. You will need to have at least a landline, or a valid company email address added to your account.

       As an added layer of protection, we encourage to activate the “Trust Devise” option.  Please note that this feature is only applicable to our clients in Antigua, The Bahamas, Barbados, St. Kitts & Nevis, St. Lucia and Trinidad, with two factor authentication at log in.

       In the event you don’t have a mobile number or email address, you will need to visit the nearest branch to have your personal information updated.

• Online Deposit Account Application
  • How do I apply for an account online?

    1. To apply for an account, visit our website at https://www.cibccaribbean.com Select the Personal Banking tab, select Bank Accounts, select ‘Apply for an Account’.

  • What are all the documents required to complete the online application process?

    1. Requirements for opening an account are location specific. Visit https://www.cibccaribbean.com/locations. Select your location. View ‘Account Opening Requirements’ under Notices.

  • Do I need to go into a branch for any part of the process?

    1. Clients are required to visit the branch under exceptional circumstances (e.g. if client is experiencing technical difficulties or if documentation loaded was not validated) or if prompted by the tool (e.g. Politically Exposed Person).

  • How long does it take to receive my bank card?

    1. You will be contacted by our branch personnel for the collection of your card within 5-10 business days.  

  • What is my minimum starting balance required?

    1. The minimum amount required to open an account varies on the product selected. This can also be found in the ‘Account Opening Requirements’ document under Notices on the locations page: www.cibccaribbean.com/locations . Select your location to view the document.

  • How do I select the best product/account type for my needs?

    1. This will be dependent on the reason for opening an account. Please review https://www.cibccaribbean.com/personal-banking/bank-accounts for additional account details or please reach out to a CIBC Caribbean representative at a branch location most convenient to you. 

  • Can I change my account type once selected or after the account is opened?

    1. If you have not yet submitted your online application, you can change the account type by simply returning to the menu selection. 

       Once the account application has been completed, to change your account type, please contact branch personnel for support.  
        

  • How do I save my application and return to it at another point?

    1. There is a ‘Save and Exit’ button available on each page of the application to assist you with ensuring your application progress is saved. 

  • What should I do if I do not receive my verification email?

    1. If you do not receive your verification email, please contact the Customer Care & Sales Centre at 1-866-743-2257. You can also visit a branch for additional assistance. 

  • Is there a Mobile App available for me to track my account activity?

    1. Yes there is! To download the CIBC Caribbean Mobile App please visit your App store.

       You may also register for Online Banking where you can track your Account activity. Visit www.onlinebanking.firstcaribbeanbank.com/self-register and select Register. 
        

  • How long is the application process?

    1. Your application time is dependent on the time taken to complete the application and submission of all documents. 

       Once the application is completed, a CIBC Caribbean representative will contact you within 48 hours as applicable. 
        

  • Who do I contact if there is an issue with my application?

    1. For any issues, please contact the Customer Care & Sales Centre at 1-866-743-2257 . You can also visit a branch for additional assistance. 

  • What are the rates and fees on the various types of accounts?

    1. For fees on the various types of accounts please go to www.cibccaribbean.com/schedule-of-charges.

• Mobile App
  • What is the CIBC Caribbean Mobile App?

    1. The CIBC Caribbean Mobile App allows you to complete everyday banking functions on your mobile device.

  • How much does it cost to use the Mobile App?

    1. The use of CIBC Caribbean Mobile App service is free. However, be sure to check the details of your service plan with your mobile service provider for potential fees and charges.

  • How will I access the Mobile App?

    1. You will first have to sign up for CIBC Caribbean Online Banking, before you can have access to CIBC Caribbean Mobile App.

  • Does it matter which service provider I am with?

    1. The CIBC Caribbean Mobile App works with any service provider, and can be used over WIFI.

  • What platforms is the Mobile App available on?

    1. The CIBC Caribbean Mobile App works on Android and iOS.

  • Can I use the Mobile App on multiple devices with different mobile numbers?

    1. Yes, however you may only have an active login session on one device at a time.

  • What is Two-step Verification?

    1. CIBC Caribbean’s two-step verification process involves using a numbered code in order to complete sensitive transactions. The code is sent to a device/account of your choosing. It is an increased layer of security for your Mobile app. You can set up Two-step Verification from the Preferences menu. There are lots of ways that you can receive your two-step verification code. You can setup Two-step step verification to send a text to your mobile phone or a voice call to your mobile, home, or work phone, or you can send a verification code to your email. 

  • What is considered a sensitive transaction?

    1. A sensitive transaction is a transaction that requires added security as a protection to you. Such as changing your contact details.

  • How do I set up my passcode?

    1. On your first login to the application you will be prompted to perform a security checkup.  Through this process you will

       - Confirm your contact information

       - Activate Two-Step Verification

        - Create a Recovery Passcode

  • How do I edit my Passcode on the Mobile App?

    1. On your Mobile app

                                          i.        Go to the hamburger menu

                                         ii.         Select Preferences

                                       iii.         Select Passcode

                                        iv.         Follow the steps on screen to change your Passcode

  • How do I complete the Security Checkup if I already have Mobile Banking and I have been upgraded?

    1. After downloading and installing the CIBC Caribbean Mobile app 2.2 or higher from the app stores (Google Playstore or Apple App Store) on first login you will be prompted to perform the following steps after entering your login credentials in order to use the app.

       Note: If you have previously performed these steps on Online Banking you will not be prompted to complete as outlined below.  Instead you will progress to your wallet.

                                                 i.         At the Security Checkup screen read the information presented and click the Start Security Checkup button

                                               ii.         Scroll to read the Terms and Condition presented on the page and click the I Agree checkbox

                                              iii.         Click Continue

                                              iv.         On the Verify Mobile Phone screen click the Save button

       Note:  The Activate Two-Step Verification Option cannot be disabled.

                                                v.         At the Verify Contact Information screen click the option by which you want to receive your verification code

       a.     Via Voice Call

       Note: It is recommended you avoid using voice if you are unable to answer the call as the code will go to your voicemail and be easily accessed by other persons

       Or

       b.     Via Text Message

                                              vi.         Enter the verification code received at the Verify Mobile Phone screen in the Verification Code text box

       Note: The code expires in 5 minutes

                                             vii.         Click Continue

                                           viii.         Click Continue at the successful notification screen

                                              ix.         At the Verify Primary Email screen confirm this is your most frequently used email address and click Save

       Note:  The Activate Two-Step Verification Option cannot be disabled

                                                x.         Click the email address where you want your verification code to be sent

                                              xi.         Enter the verification code received at the Verify Primary Email screen in the Verification Code text box

       Note: The code expires in 5 minutes

                                             xii.         Click Continue

                                           xiii.         Click Continue at the successful notification screen

                                            xiv.         At the Verify Secondary Email screen confirm this is your most frequently used email address and click Save

       Note: This screen is ONLY displayed if the user has a secondary email saved in the system.  Otherwise the user progresses to step

                                             xv.         Click the email address where you want your verification code to be sent

                                            xvi.         Enter the verification code received at the Verify Primary Email screen in the Verification Code text box

       Note: The code expires in 5 minutes

                                          xvii.         Click Continue

                                         xviii.         Click Continue at the successful notification screen

                                            xix.         On the Create Recovery Passcode for Two-Step Verification screen Click View Passcode Requirements to view minimum requirements for the passcode

                                             xx.         Click Close

       Note:  This passcode is an emergency back-up method in instances such as loss of your primary phone number.

                                            xxi.         Enter the desired code in the Passcode textbox

                                          xxii.         Re-Enter the passcode in the Confirm Passcode textbox

       Note: Please keep this passcode securely for your reference

                                         xxiii.         Click Continue

                                         xxiv.         Click Continue at the successful notification screen

                                           xxv.         At the Your Security Checkup is Complete screen

       a.     Click Done if the information is correct

       OR

       b.     Click Enter Additional Contact Methods to take you to the Contact and Two-Step Verification screen

                        i.         Click the pencil to modify the information for any of the options presented

                       ii.         Click the blue plus sign to add any information that is not present

                      iii.         Click Done when complete to be navigated to the dashboard

  • What happens if I log off without performing all of the security checkups?

    1. On the next login you are presented with the Security Checkup Screen indicating that you need to complete all of the steps. Just follow the prompts to complete.

  • How do I update Contact and Two-Step Verification?

    1. Note: You must have at least one verified phone number and a verified primary email to complete this step.  Important you must have access to these numbers or email addresses at the time of setup in if you are turning on Two-Step Verification.

       A: This can be updated in Preferences on your Mobile App

              i.         Go to the hamburger menu at the top right of your screen

             ii.         Tap the settings icon next to your user name

            iii.         Select Contact and Two-Step Verification from the Preferences screen

            iv.         Tap Mobile, Home Phone, Work Phone, Primary Email or Secondary Email to either update or add information

            v.         Click the Save button

            vi.         Click Send Code

           vii.         Enter the verification code received

                          a.     Click Continue

                          b.     Click Resend Code

                          c.     Click Cancel

            viii.         Click the arrow in the top left to your Preferences

              ix.         Click the wallet in the top left to return to the account summary page

  • How do I setup my Mobile App Passcode?

    1. On your first login to the application you will be prompted to perform a security checkup.  Through this process you will

       - Sign off on the latest Terms and Conditions

       - Confirm your contact information

        - Activate Two-Step Verification

       - Create your Recovery Passcode

  • Will I need a new User ID and Password for CIBC Caribbean Mobile App if I use CIBC Caribbean Online Banking?

    1. No. You will use the same User ID and Password for both CIBC Caribbean Mobile App and Online Banking.

  • I have a pre-paid phone. Can I use CIBC Caribbean Mobile App?

    1. Yes; CIBC Caribbean Mobile App will work on a pre-paid and post-paid phone.

  • What do I need to do to be eligible to use CIBC Caribbean Mobile App services?

    1. You will first need to be a registered CIBC Caribbean Online Banking user, and then you can download the CIBC Caribbean Mobile App to your mobile phone.

  • How safe is the Mobile App?

    1. CIBC Caribbean has put stringent security measures in place to protect your financial information and details.

  • What services do I get with the CIBC Caribbean Mobile App?

    1. With the CIBC Caribbean Mobile App you can:

       - View account balances and account details for all of your registered accounts

       - Transfer funds between your own accounts OR to a third party and view your transfer history

       - Make bill payments and view your bill payment history

       - Locate a CIBC Caribbean branch or an ATM 

       - Get alerts on my Visa Debit and Credit transactions

       - “Freeze my visa card”

  • What accounts can I access with CIBC Caribbean Mobile App?

    1. You can access your accounts registered in Online Banking, these include:

       - Chequing

        - Savings

       - Fixed Deposits

       - Loans

       -  Credit Cards

  • Can I use the CIBC Caribbean Mobile App if I have a joint account?

    1. Yes, but only if you can sign independently on the account. You will be able to see all of your accounts. If you have an account that requires two or more signatures you will not be able to perform the bill payment or transfer function.

  • Are my account details stored permanently on my phone?

    1. No.  CIBC Caribbean does not store account details on your phone. 

  • Can I use CIBC Caribbean Mobile App services outside of my country?

    1. Yes, CIBC Caribbean Mobile App will work anywhere there is an internet connection. However, we recommend first consulting with your mobile service provider to understand any applicable roaming /international usage details and charges.

  • What do I do if I forget my password?

    1. If you forget your password you can logon to your Online Banking account and:

                  i.         Go to the Logon page at https://onlinebanking.firstcaribbeanbank.com

                  ii.         Click “Forgot Your Password?”  link in the bottom right of the screen

                  iii.         Enter your User ID and Email Address

                 iv.         Enter New Password

                 v.         Enter Confirmation Password

                 vi.         Click Save

                vii.         You will be prompted for two step verification to complete the password change.

  • What if my phone number changes?

    1. You will still be able to access CIBC Caribbean Mobile App. The service is not tied to a telephone number. However you should update your contact and 2 step verification. Best practice is to have more than 2 verification methods. This is sensitive transaction and does require you verify yourself in order to make a change. If this is your only means of 2 step verification then you will be required to go to the branch to update your contact details with us. To update the information on the Mobile App follow the below steps

                                   i.         Go to the hamburger menu

                                  ii.         Tap the settings icon next to your user name

                                iii.         Select Contact and Two-Step Verification

                                 iv.         Select the phone number you need to update

                                  v.         Remove the current number

                                 vi.         Enter the new phone number starting with your valid country code

                               vii.         Click Save

  • What if I lose my phone?

    1. You should first call your mobile service provider to report your phone has been lost or stolen and have them deactivate your number. Since your account data is not stored on your phone your information cannot be stolen. We recommend that you do not save your User Id and password on your phone, and always protect your phone as you would your wallet, bank card or credit card.

  • What precautions can I take to secure my information on CIBC Caribbean Mobile App?

    1. Most mobile phones have the feature to lock the phone to entry via a PIN or Code that enables the owner of the mobile phone to protect it from unauthorised use. We recommend that you:

                                                     i.     Log-off from your mobile banking session when you are finished

                                                    ii.     Password protect your phone

                                                  iii.     Disable the password save

  • Should I share my Internet and Mobile App password with anyone?

    1. You should never share your password to Internet and Mobile App. It could put you at risk of someone performing fraudulent transactions on your account.

  • What is Fingerprint ID (Android devices)/Touch ID (Apple devices)

    1. Fingerprint ID or Touch ID is a feature which gives you the ability to use your fingerprint to identify yourself on your phone. Once Fingerprint ID/Touch ID is turned on, for your phone, you can set up the feature to allow you access, to your Mobile app with your fingerprint, instead of using your Online Banking password.

       Your mobile device needs to have the Fingerprint ID or Touch ID functionality, in order for you to access this feature on the mobile app. You can then set up Fingerprint ID/Touch ID from the Preferences menu.

  • When I use my Fingerprint ID/Touch ID, do I ever have to enter my password?

    1. No, once you have setup the Fingerprint ID/Touch ID feature you don’t ever have to enter your password to access the Mobile Banking app. Just click on the Fingerprint icon on the login screen to login.

  • If my device doesn't recognise my fingerprint, can I still get into my account?

    1. If your device doesn’t recognise your fingerprint, disable the Fingerprint ID/Touch ID feature on your device, in your preferences, then you will be able to log-on and access your Mobile app using your Online Banking password.  If you have enrolled a new fingerprint on your device, the Mobile app will disable the Fingerprint ID/Touch ID feature. You will be required to enable the feature once again in Preferences.

  • Does Fingerprint ID/Touch ID prevent other users from getting into my Mobile App account?

    1. If you share your device with someone, we don’t recommend you enable the Fingerprint ID/Touch ID feature. Anyone who saves their fingerprint to your device and knows your passcode can access your Mobile app account.

  • What is Card Security Settings?

    1. Card Security Settings allows you to control the types of transactions and limits you wish to apply to your card and block incoming purchase and cash advance transactions should you lose your card.

  • How do I access my Card Security Settings?

    1. Access the settings as follows:-

                    i.         Go to the credit card on your wallet/ accounts screen

                   ii.         Navigate to your account

                  iii.         Tap on Card Security Controls

  • Can I choose which types of transactions to block?

    1. Yes, the Card Security Settings feature can be used to restrict certain types of transactions, limit how much can be approved and allow for clients to manage their cards on a transaction level. These are managed by the categories displayed. Clients can block online transactions.

  • What is Freeze My Card?

    1. Freezing your card prevents all incoming transactions (purchases and cash advances) from being approved on the card selected. This feature should only be enabled where you have misplaced your card and can be removed once your card is found.

  • Where can I go to Freeze My Card?

    1. Freeze My Card can be found under Card Security Controls.

  • What are alerts?

    1. Get real time alerts on your visa debit and credit cards. When your cards are used an alert pops up on your phone giving you details of that transaction.

  • How do I turn on Alerts?

    1. A.    There are two (2) options to access this feature:-

                                   i.     From your wallet screen

       a.     Select Card Security Controls

       b.     Select ‘Alert me on all of my transactions’, on the Card Security Settings screen

       c.     Tap the toggle button by ‘Alert me on all transactions to get alerts on all types of transactions

       d.     Click Yes after reading the Privacy Notice

       OR

       e.     Specify which transaction you want to be alerted on

       a.     Click the desired option box to be alerted for

                                i.     Online Transactions

                               ii.     Declined Transactions

                              iii.     Block Online Transactions

       f.     Click Save

       ii.     Select the account

       a.     Select Card Security Settings

       b.     Enable ‘Alert me on all my transactions’

       c.     Select ‘Alert me on all of my transactions’, on the Card Security Settings screen

       d.     Tap the toggle button by ‘Alert me on all transactions to get alerts on all types of transactions

       e.     Click Yes after reading the Privacy Notice

       OR

       f.     Specify which transaction you want to be alerted on

       a.     Click the desired option box to be alerted for

                                 i.     Online Transactions

                               ii.     Declined Transactions

       Block Online Transactions

  • I have my alerts enabled on my phone however, I have changed phones and I am not receiving alerts. How do I receive alerts on my new phone?

    1. A.    To receive alerts there are two options. Turn on both options:-

                                      i.         Go to Preferences

                                    ii.         Select Push Notifications

       a.     Select ‘Enable Push Notifications’, under Current Device

                  i.     Select ‘Enable current notifications on the current device’, at the Enable Push Notification modal

                ii.     Select ‘Continue’ at the next modal

       b.     Select ‘Disable Push Notifications’, under Other Devices

                  i.     Select ‘Disable push notifications on all other devices’, at the Disable Push Notifications modal

                ii.     Select ‘Continue’ at the next  modal

       Please notify us if you are still not receiving alerts.

  • What if turning on alerts does not work on my Android phone?

    1. You need to ensure that your phone has global alerts turned on in your settings. In settings find the CIBC Caribbean Mobile App and turn on alerts/notifications.

  • I did a transaction in my country but my alert showed a different currency. What should I do?

    1. A.    You will not be required to do anything as alerts will show in the currency of the vendor. In some cases the vendor will be acquiring in a different currency. An example of this is a travel agency may be using an online ticketing system which acquires/charges in USD.

       OR

       If you have an iOS phone and are on a version lower that 11.0, you must have the app open or in the background. You do not have to be logged in for it to work.

  • Does Card Security Settings apply to additional cardholders on my account?

    1. Card Security Settings  work at the card level and are applied to the card enrolled/selected. Additional users may add their card to their Online Banking account to control their card’s transaction activity separately.

  • How do I setup Fingerprint or facial recognition on my Mobile phone?

    1. First ensure the fingerprint option is setup on your mobile device within the setting option of your phone.

       Note: All fingerprints saved on this device will have access to your CIBC Caribbean account

                                                     i.     Login to your mobile app

                                                    ii.     Select the hamburger menu

                                                  iii.     Select settings

                                                   iv.     Select Fingerprint ID / Face Id within Preferences

                                                    v.     Please read the information on screen

                                                   vi.     Toggle the switch to Enable Fingerprint ID / face ID on your app

                                                 vii.     Enter your password as requested

                                                viii.     Click Save

                                                   ix.     Follow the instruction on screen as related to your phone

  • How do I logon to my Mobile App with my Fingerprint/Face ID?

    1. First ensure the fingerprint option is setup on your mobile device within the setting option of your phone.

       Note: All fingerprints saved on this device will have access to your CIBC Caribbean account

                                                     i.     Open your Mobile App on your device

                                                    ii.     Select the Fingerprint icon at the bottom of your screen

                                                  iii.     Follow the instructions on your phone to access the app

  • Who do I contact if I need help?

    1. You can contact our Customer Service Centre via telephone at 1 866 743 2557.

  • How can I retrieve my User ID?

    1. To retrieve your User ID kindly follow the below steps:

       1. Select ‘Having Trouble Signing in’
       2. Select the ‘Forgot User ID’
       3. Enter the details required to have your ID sent to your email address on file with us.

       If you are unable to continue, kindly reach out to us for assistance at 1 866 743 2257.

• Online Banking
  • How can I register for CIBC Caribbean Online Banking?

    1. It’s easy to enroll in CIBC Caribbean Online Banking.

       1. Go to https://onlinebanking.firstcaribbeanbank.com

       2. Click the "Register" link on the login window

       3. To Register using your Credit, Debit or ATM Card Number

            1. Enter the Name on your card

            2. Enter your Card Number and your email address

            3. Click the "Continue" button

            4. Enter your New Password

            5. Enter your Confirmation Password

            6. Enter your Email Address

            7. Click the “Save” button

            8. Click “Send Code” On the Verify Your Identity screen for the option by which you wish to receive the verification code

            9. Enter the verification code provided

            10. Click “Continue

       4. To Register using your Account Number

            1. Enter the Name on your Account

            2. Enter your Account Number

            3. Select the Country from the pick list

            4. Click “Continue” button

            5. Enter your New Password

           6. Enter your Confirmation Password

           7. Enter your Email Address

           8. Click the “Save” button

           9. Click “Send Code” On the Verify Your Identity screen for the option by which you wish to receive the verification code

          10. Enter the verification code provided

          11. Click “Continue

  • What is my Primary Email?

    1. It is the email address you use most frequently

  • What email addresses can I use for Two-Step Verification?

    1. i. You can use corporate email accounts.

       ii. You cannot use free email accounts, such as Hotmail, Yahoo, Gmail etc., for TwoStep Verification as these accounts for security reasons.

  • How safe is Online Banking? What systems are in place to ensure security?

    1. We want you to be confident in accessing your financial information online. CIBC Caribbean uses multiple layers of protection to increase your security while using CIBC Caribbean Online Banking. Please ensure that you have your latest contact details setup within Online Banking. This ensures that when any Sensitive Transactions are performed you are notified immediately via text message as well as email.

       If you suspect you may be affected by a security risk, call us immediately to change your CIBC Caribbean Online Banking password. Do not access Online Banking with any machine that you feel may have had a security compromise until it has been fully secured. Feel free to contact us with any security concerns or questions.

  • What is the best way to view the site on my iPad?

    1. The best user experience is using Portrait orientation.

  • Which browsers are supported?

    1. A. In order to use Online Banking one of the following browser versions should be installed. To update or install a browser visit your desired browser site.

       B. Here is a list of supported browsers

            a. Windows 10/Chrome Latest Version

            b. Windows 10/Firefox – Latest Version

           c. Windows 10/Microsoft Edge

           d. Windows 10/IE 11

          e. Latest Mac 10.X/Safari 10.X

  • How can I self-register for CIBC Caribbean Online Banking?

    1. Please visit Online Banking to register. You can either self-register using your account number or card number. 

        

  • How can I retrieve my User ID?

    1. To retrieve your User ID kindly follow the below steps:

       1. Select ‘Having Trouble Signing in’
       2. Select the ‘Forgot User ID’
       3. Enter the details required to have your ID sent to your email address on file with us.

       If you are unable to continue, kindly reach out to us for assistance at 1 866 743 2257.

  • My verification codes are not being received

    1. Kindly utilise both SMS and Voice Call options to receive your code. If you are unsuccessful, kindly reach restart your device and try again. If codes are still not being sent, kindly reach out to us at 1 866 743 2257 or via Live Chat.

  • How can I add my credit card to view transactions in Online Banking?

    1. Kindly follow the below instructions to add your credit card to online banking for transaction viewing:

       If using Online Banking via a browser:

       1. Log in to Online Banking
       2. Select ‘preferences’ in the top right-hand corner,
       3. Select ‘add additional accounts,’
       4. Select ‘card number’,
       5. Enter the card number and press continue.

       If using our Mobile App:

       1. Log in to the Mobile App,
       2. Select the three lines in the top right-hand corner,
       3. Select the gear icon,
       4. Select 'add additional accounts',
       5. Select ‘card number’,
       6. Enter the card number and press continue.
  • How do I add a Payee?

    1. Please see below instructions to add a Payee for Transfers via Online Banking:

       1. Log in to Online Banking or or Mobile App 
       2. Select Transfers tab at the top of the screen
       3. Select the ‘Payee’ tab 
       4. Select ‘Add New’
       5. Select the transfer type
       6. Enter the required details
       7. Press Add
  • How do I add a Biller?

    1. Please see below instructions to add a Biller for Payments via Online Banking:

       1. Log in to Online Banking or our Mobile App 
       2. Select Payments at the top of the screen
       3. Select ‘Bills’
       4. Select ‘Add New’
       5. Select the Bill Company
       6. Enter the require details
       7. Press Register 
• CIBC Caribbean 1st Insights
  • What is 1st Insights?

    1. The CIBC Caribbean Mobile App allows you to complete everyday banking functions on your mobile device.

  • Is there a cost for 1st Insights?

    1. There is no cost for 1st Insights. 

  • I turned on 1st Insights but I'm not seeing anything. Why is that?

    1. It can take up to 1 business day to generate insights once you turn the feature on. If you don't have enough activity on your account to generate new insights, you'll get a "You're all caught up" message. If your account has been closed, no insights will be displayed. 

  • How are transactions categorised?

    1. Transactions are matched using a catalogue of categories made for well-known companies that operate across the Caribbean. For example, any transaction made at FLOW is categorised as Telecomms. You can change the category of a transaction by selecting the transaction within 1st Insights.

  • Why do some of my transactions have different transactions dates compared to CIBC Caribbean Online Banking?

    1. For deposit account transactions,1st Insights shows the date the transaction was made. Online Banking shows the posted date, which is the date the bank processed the transaction. For example, if you made a purchase over the weekend, 1st Insights will show the date you made the purchase, whereas Online Banking will show the transaction date as the next business day. Here are other examples of transactions where you may see a mismatch of dates:

       ·         Back-dated transactions, such as account fees, rebates, cheque deposits, cheque returns or pre-authorised debit payments

       ·         Future-dated transactions, such as transactions made on a weekend, holiday or in the evening after the processing cut-off time

  • Will I get insights for more than one account?

    1. No, you can only get insights for one account. However, you can change which account you want to receive insights on.

  • What is the currency of the insights on my account?

    1. The insights will be given on the currency of the account you have selected.

• Cheque Image Retrieval
  • What is Cheque Image Retrieval?

    1. Cheque Image Retrieval allows CIBC Caribbean clients to view and download digital images of cheques they have written.  This feature is only activated after the funds from a cheque have been successfully cleared.  

        

       Cheque Image Retrieval is available to clients using Online Banking and our Mobile App and Corporate Online in the following territories: The Bahamas, Barbados, BVI, TCI, Cayman, EC Islands and Trinidad

  • How can I access and view my cheque images?

    1. Cheque images can be accessed in the transaction history of the relevant account. Once you've logged on to either Online Banking, our Mobile App or Corporate Online, select the account associated with your cheque book.  Details are as follows:

       Online Banking:

       • Click on the drop-down arrow to view cheque images.

       Mobile Banking:

       • Click on the transaction to view the cheque images.

       Corporate Online:

       • Select the "Cheque Preview" button to the right of the transaction details to view cheque images.
  • How can I download my cheques images?

    1. For Online Banking and the Mobile App:

       • Click on either the front or back image of your cheque to enlarge it.
       • Once enlarged, right-click the image and choose the ‘save’ option or click the ‘download’ icon at the top-right of the window.

       For Corporate Online:

       • Select the ‘download’ button below the front and rear of the image.
       • Click on the ‘download’ button below the Front image to download the front image.
       • Click on the ‘download’ button below the Rear image to download the rear image.
  • How soon will I be able to view a cheque image after I’ve written a cheque?

    1. Cheque images will be available in the transaction history after the funds from the cheque have been successfully deposited to the recipient’s account.

  • Can I view the cheque images on a mobile device?

    1. Online Banking and the Mobile App: Cheques images can be viewed once logged in to Online Banking or our Mobile App using any mobile device.

       Corporate Online: There is no Mobile App version for Corporate Online; cheques images can be viewed once logged in to Corporate Online, whether viewing using a PC, laptop or tablet.

  • Can I share my cheques image if necessary?

    1. You can download, save and share cheque images if necessary.  Clients can also file the cheque image or use these digital cheque images as a transaction reference.

       *Digital cheque images cannot be re-deposited or cashed at any bank

  • Are there any fees to use this feature?

    1. There is no cost to CIBC Caribbean clients to view or download the cheque images.

• mDeposit
  • What is mDeposit?

    1. mDeposit is a convenient, easy, quick and secure service offered to CIBC Caribbean clients. mDeposit allows you to use the camera on your smart device to deposit your cheque(s) via the Mobile App. This service is currently available to Antigua, The Cayman Islands, St Kitts and St. Lucia clients with local currency deposit accounts. No fees are charged to CIBC Caribbean clients who use our mDeposit service.

       mDeposit is available in territories where local legislation allows cheque images as a legal form of exchange.

  • What types of cheque(s) can I deposit?

    1. You may deposit personal, business and government cheques, convenience cheques and certified cheques in local currency.

  • What should be completed on my cheque before it is deposited?

    1. Before you deposit your cheque, ensure that the following is present and clear: the payee's name, a valid date, the cheque amount in figures, the cheque amount in words, the drawer's signature, the MICR line and the account number.

        

       NB: The below MUST be applied before depositing a cheque:

       · The cheque amount in figures and words should match

       ·  A valid date, not older than six months.

       ·  Your account number written at the back of the cheque

       · Ensure the amount you input on the screen matches the words and figures on the cheque.

       · The Magnetic Ink Character Recognition (MICR) Line is the string of characters that appears at the bottom of the cheque. It consists of three groups of numbers, including the bank routing number, the customer's account number, and the cheque number.

  • Where would I find my transaction limits?

    1. Transaction limits can be viewed in App while conducting the deposit. These limits may change from time to time without prior notice to you.

  • How long does it take before my funds are shown on my account?

    1. Cheques deposited after business hours or on non-business days, will be processed on the next business day.

       Deposits made after the applicable cut-off time for the country in which the Account is operated will have a transaction date of the next Business Day. Cut-off times for the different countries in which we operate can be found at www.cibcfcib.com/locations. Select your country and view the document titled 'Cut-off Times for Submission of Funds Transfer Requests'

       Funds will be credited to your account after our receipt of the images of the front and back of the cheque but availability and access to the funds will be subject to CIBC Caribbean Bank’s internal policy and procedure for holding and for your access to funds limit.

  • How many cheques can I deposit in one transaction?

    1. Only one cheque can be deposited per transaction using mDeposit. Once that transaction is completed, you will be prompted to either return to the Home screen or deposit another cheque.

  • Can I deposit an international cheque?

    1. No. Only cheques in local currency can be deposited using mDeposit.

  • Can I deposit a cheque that is signed over to me?

    1. No. This is known as a Third Party cheque, and Third party cheques can not be deposited using mDeposit. The name on the front cheque must be the holder of the account on which the funds will be deposited. 

  • What should I do with my physical cheque after my funds are deposited?

    1. Following a successful cheque deposit, you should retain the physical cheque for at least 90 calendar days from the date of deposit and destroy it within 120 calendar days of deposit. Keep the physical cheque in a secure location. You may be required to promptly provide the physical cheque to CIBC Caribbean on request.  

       When disposing of the physical cheque, shred or cut the cheque(s) into smaller pieces. Ensure that you specifically cut through the name, account number and signature on the cheque(s).

  • How old can a cheque be to deposit it using mDeposit?

    1. Cheques older than 6 months cannot be deposited using mDeposit.

  • Are there any fees associated with using mDeposit?

    1. No fees are charged to CIBC Caribbean clients who use the mDeposit service.

  • Can I share my cheque image?

    1. Once you log on to our Online Banking service or Mobile App, CIBC Caribbean clients can view and download cheque images. Downloaded cheque images can be saved and shared, ONLY if necessary.  Clients can also file the cheque image or use these digital cheque images as a transaction reference. 

       *Digital cheque images cannot be re-deposited or cashed at any bank.

  • Who can I contact for help if my cheque cannot be deposited using mDeposit?

    1. For assistance, please visit your branch. You may also contact our Customer Care at 1-866-743-2257. 

       If sending an email, please provide us with your full name, telephone number (area code included), country, e-mail address and details of your issue.

  • What should I do if I receive an error message when depositing my cheque?

    1. Before attempting the transaction again, please check the status of your deposit. 

       
       Simply select “mDeposit’ then “Deposit history”. 

       
       If the transaction is noted as “Failed”, please try depositing the funds again. Should you receive a second failed attempt, please contact us at 1-866-743-2257. 

• Wire Transfers
  • How can I obtain branch transit and swift code information?
  • Does CIBC Caribbean have routing numbers, IBAN, ABA or BIC codes?

    1. At CIBC Caribbean we don’t use IBAN, ABA, BIC codes or routing numbers. We only use Swift Codes. Please see the details from Question 1 for the relevant swift code.

  • What information is needed to receive an international wire transfer?

    1. Wire Transfer Instructions per territory can be linked on the page for Offshore and Regular wires

       https://www.cibccaribbean.com/digital-banking/online-banking-and-mobile-app/how-tos/international-wire-transfer-instructions

       Client must scroll down to select their country and select the document to view.

  • What is the estimated time for completion of Urgent (RTGS), Instant and Standard transfers?

    1. • Local Transfers
         • Standard – 1-3 days
         • Urgent – 1 business day
         • Instant – 3 minutes
  • What are the cut off times for transfers to be processed the same day?

    1. Please see below cut off times:

       https://www.cibccaribbean.com/binaries/content/assets/wire-xfers/cut-off-times-for-submission-of-funds-transfer-requests.pdf

  • What are the fees for different transfer options?

    1. Client must select their country to view the schedule of charges

       https://www.cibccaribbean.com/schedule-of-charges

  • What is the difference between 1st Send and Standard wire transfers?

    1. 1st Send or MasterCard Send is a low cost alternative to sending payments overseas via Swift. This transfer option should be used for Person to Person and not to companies.

       Customers can send up 10k per transaction via Online Banking to any of the following select countries: Belgium/France/Germany/Italy/Netherlands/Spain/UK/USA.

       Standard wire transfers are swift transfers which can be sent to any country and usually takes 3 to 5 business days to be received.

  • What are my next steps if wire transfer has not been received? Incoming and Outgoing

    1. Kindly reach out to us via our toll-free number 1 866 743 2257, or via live chat to have your wire investigated, if not received during the estimated delivery timeframe. Please note the times for transfers to be received above.

  • What is the application process for foreign exchange increase or approval using Central Bank portal ?

    1. Clients need to use the Central Bank website to apply for foreign exchange increases and approval.

       https://www.cibccaribbean.com/binaries/content/assets/wire-xfers/central-bank-of-barbados-foreign-exchange-approval.pdf

  • Where should I send Central Bank approval for Barbados wire releases ?

    1. Please see below:

       https://www.cibccaribbean.com/binaries/content/assets/wire-xfers/central-bank-of-barbados-foreign-exchange-approval.pdf

  • Where should I send supplemental information for Bahamas wire releases?

    1. Kindly reach out to us via our toll-free number 1 866 743 2257, or via live chat to provide the documentation to be forwarded to the specific branch.

  • How to complete a tracer or recall for a wire?

    1. Kindly visit your local branch to have a tracer or recall completed. Overseas clients will need to contact us via our toll-free number 1 866 743 2257, or via live chat for us to forward the request to the branch.

• 1st Send
  • What is 1st Send?

    1. 1st Send is CIBC Caribbean’s new international money transfer service that allows clients to send funds to individuals in 7 countries. It is lower-cost alternative to our standard international wire transfer service.

  • Why should I use 1st Send?

    1. You should use 1st Send because it is fast, secure and affordable. But there’s more! Here are 5 reasons why you should use first send: a. You save time: Send money quickly and securely with just a few clicks, directly from your account. b. You know the full cost: You see the foreign exchange rate and all charges up front, with no hidden fees.  Your recipient gets it all: Your beneficiary receives the full amount sent, with no additional fees to pay. d. You stay in control: You can track the status of your transfer online, from origination to delivery.

  • How much funds can I transfer via 1st Send?

    1. You can transfer up to US $10,000 or local equivalent in a 24-hour period. You may send up to US $25,000 in a 30 day period.

  • Where can I use 1st Send to transfer funds to?

    1. Using 1st Send, you can send funds to individuals in the UK, Belgium, France, Germany, Italy, Netherlands and Spain.

  • Who can I send funds to?

    1. 1st Send can be used to send funds to individuals you have set up as recipients in Online Banking.

  • Can I send money to a business or organisation?

    1. No. 1st Send is a person-to-person international money transfer service that allows clients to send funds to individuals in 6 countries.

  • Where will the funds I send be deposited?

    1. Funds transferred using 1st Send will be lodged in the recipient’s designated bank account.

  • What banking data do I need to set up a recipient?

    1. To set up a recipient, you will need the following information

        - Payee Name

       - Nationality

       - Country of Residence

       - Full Address

        - Name and Address of Recipient Bank

       - Country specific information required:

                - Canada: Bank, Swift Code or Canadian Transit Number

                 - European Countries: Bank, Swift Code or IBAN

                 - Other Countries: Bank or Swift Code

  • Where can I find 1st Send?

    1. Personal Banking Clients can find 1st Send on CIBC Caribbean’s Online Banking Platform and Mobile App. 1stSend is not a service that can be accessed over-the-counter in-branch.

  • What are the fees associated with 1st Send?

    1. 1st Send will offer clients a more affordable way to send funds to the seven (7) recipient destinations For a limited time, send any amount up to US $500 and pay only US $17 or less in fees. And if you need to send more than US $500, you'll enjoy a 15% saving compared to the cost of a regular wire transfer.

  • Will clients know the fees before completing the money transfer?

    1. Yes. Fees are quoted to clients before the funds are sent. This way, clients will know the total cost of the 1st Send transfer.

  • Will the beneficiary have to pay any fees?

    1. No. You are quoted all fees prior to completing the initiation process and therefore you agree to pay all fees when you hits send.

  • Will 1st Send be available to all CIBC Caribbean clients across the region?

    1. 1st Send is available to personal banking clients in CIBC Caribbean’s 10 territories.

  • Will standard exchange rates be used?

    1. Yes, the prevailing exchange rate on the date the fund transfer is initiated will be the rate the client pays. This rate is shown to the client prior to completion of the fund transfer request. Daily exchange rates can be found at cibccaribbean.com/tools/foreign-exchange.

  • Are there any exchange controls applied to funds transferred via 1st Send?

    1. Most of our territories will allow you to transfer funds overseas using 1st Send’s criteria only. A couple of our markets have further Central Bank exchange controls in place. In these markets, specific procedures need to be followed. These procedures are detailed below:

       Barbados

       CIBC Caribbean has discontinued its in-branch wire service for personal banking clients. This facility will now only be available using our Mobile App or Online Banking service. Using these options, clients can transfer funds between their accounts, to other CIBC Caribbean clients’ accounts, to accounts at other financial institutions and across borders.

        

       The Central Bank of Barbados requires clients sending money overseas to complete an Application to Purchase Foreign Currency. This application is available from the Central Bank of Barbados website www.centralbank.org.bb. Follow these steps to complete the application:

        

       For more information on this update, please speak with your Branch or Relationship Manager or contact us at our Customer Care and Contact Centre at 1-866-743-2257.

        

       Bahamas

       CIBC Caribbean has discontinued its in branch wire service for personal banking clients. This facility will now only be available using our Mobile App or Online Banking service. Using these options, clients can transfer funds between their accounts, to other CIBC Caribbean clients’ accounts, to accounts at other financial institutions and across borders.

        

       The Central Bank of The Bahamas requires clients sending money overseas to provide documentary evidence outlining the purpose of the transfer (e.g. tuition invoice or vendor invoice). This information may be submitted via email to your branch manager, customer service manager or assistant customer service manager or it may be taken to any branch of CIBC Caribbean.

        

       For exchange control notes and guidelines log on to www.centralbankbahamas.com/download/084871500.pdf

       For more information on this update, please speak with your Branch or Relationship Manager or contact us at our Customer Care and Contact Centre at 1-866-743-2257.

       1. Log on to www.centralbank.org.bb
       2. Click on ‘Foreign Exchange’
       3. Click ‘Exchange Control Forms’
       4. Click ‘FC Form - Application to purchase foreign currency (Not For Imports)’
       5. Print and complete the form 6. Take the completed form to any branch of CIBC Caribbean for notarisation.
  • How will I know if the beneficiary has received the funds I sent?

    1. You can check the history tab in the “Transfer” section of Online Banking, for the status of your 1stSend international money transfer.

       The statuses are:

       • Pending – This means the transfer is in progress;

       • Successful – this indicates that the funds have successfully been sent and will be delivered to the recipient’s account within 48 hours.

  • Who should I call if the beneficiary does not receive the funds I transferred using 1st Send?

    1. Clients who have any queries may call our Customer Care and Sales Centre at 1-866-743-2257. Clients may also call their relationship managers.

Insurance

• Insurance
  • How is my auto insurance premium calculated?

    1. The insurance premium you pay is based on standard calculations involving the following factors:

       - The vehicle’s profile (type, usage, engine size and value)

       - Each driver’s profile (including age, occupation, driving experience and driving history)

       - Higher premiums may be incurred by high performance engines, young or inexperienced drivers, and expensive or unusual vehicles

        

        

  • How do I make an auto insurance claim?

    1. In the event of an accident, remember:

       - Do not admit liability

       - Call the Police immediately

       - Contact us on the emergency hotline for assistance

       - Obtain the names and addresses of all parties involved and available witnesses who are not passengers in your vehicle

       - Record measurements taken by the Police

       - Take photographs or have photographs taken of vehicle/ property damage

       - Secure vehicle to prevent further damage

  • How is my home insurance premium calculated?

    1. ·         The premium you pay is based on careful calculations involving these factors:

       ·         Your home profile (timber, wall, square footage)

       ·         Age of your home (whether it's a brand new construction or more aged home)

       ·         If you live in a high-risk area (such as a beachfront property or hillside lot)

  • What is a policy deductible/excess?

    1. This is the first part of a claim, which You must pay.  If claims are under two or more sections for loss or damage sustained at the same time, the deductible/excess will be deducted separately from the total amount under the agreed claim settlement.

  • How is my mortgage indemnity premium calculated?

    1. The premium you pay is based on careful calculations involving these factors:

       ·         Purchase Price of property (including land)

       ·         Amount of Loan

       ·         Maximum Loan Amount

       ·         Term of Mortgage

Express Business Deposit transactions

• Express Business Deposit transactions
  • Can sections of the transaction slip remain empty?

    1. Ensure all relevant information is completed on your transaction slips prior to sealing the bags (e.g Account numbers etc).

  • Can local currency be deposited to a US currency account?

    1. Although US currency can be deposited on a local currency account, local currency cannot be deposited to a US currency account.

  • Can personal deposits be submitted along with business deposits?

    1. Submitting personal deposits along with your business deposits is not allowed. These facilities are strictly for business transactions. You may utilise our alternate solutions for your personal deposits e.g. ATMs.

  • Can Credit card and loan payments be made via the Express Business Deposit facilities?

    1. Credit card and loan payments should not be made via the Express Business Deposit facilities. These payments can be made through our digital banking platforms.

  • Are cash order requests processed through the Express Business Deposit facilities?

    1. Cash order requests are not processed through the Express Business Deposit facilities. These requests should be submitted directly to your local branch.

  • Are cheque book orders processed through the Express Business Deposit facilities?

    1. Cheque book orders are not processed through the Express Business Deposit facilities. Your orders can be submitted via our digital banking platforms.

  • Who should I contact should I need to request a new deposit threshold?

    1. Ensure that you stay within the stipulated deposit threshold. You may contact your Relationship Manager if there are any changes to your business activities.

  • What forms do I need to complete if deposits are over the threshold?

    1. Any deposits over the threshold should be accompanied by a Declaration of Source of Funds (DSF) form.

Registered Retirement Savings Plans

Total Client Experience Survey