I was very disturbed to receive a collection letter on my CIBC Dividend Visa account saying it was delinquent. I used to receive CIBC Visa statements regularly but the last one I received was back in October 2010. My account has always been in excellent standing with CIBC for the last 10 years and paid in full by the due date. I have had the same address for the last 18 years and had Troy from the Collection Department to see if there was any returned mail; there was none on file in their database.
I had to go through 4 different departments as apparently none of the others could help me. Each department sent me on a wild goose chase through these departments before one of them could finally help me. 1st was Collections, 2nd was Customer Service, 3rd was Customer Relations and the final 4th department was Customer Care/Complaint. You would think the last 3 departments were related?! Nope, not to be!
Did their computer system have a glitch in 2011 that no one knows about? Its funny how I havent received any of my statements for the whole year of 2011 but suddenly a letter appears dated December 21, 2011 (received December 30, 2011) with an outstanding balance of $132.97 of which I have recovered most receipts now but does not add up to this amount. There is a difference of $9.81 of which I am guessing is interest. I also noticed in their agreement that apparently CIBC Visa is supposed to send quarterly statements anyways but I never did receive those statements either.
Why did I not receive at least a breakdown of this amount with the letter from their Collections Department? (standard letter and no back up? what a joke?! ) The letter also states that CIBC made numerous attempts to resolve this matter, yet I havent had one phone call, message, email or previous letter correspondence relating to this matter EVER this whole year 2011? Whats up with that? Does CIBC prey on customers like myself who have an excellent credit rating and who always pay the balances in full? So now CIBC is trying to make money by charging me interest on top of that and trying to destroy my excellent credit rating?
I tried to obtain my so called mailed statements from their Collections department area but apparently they are unable to view the transactions? I have also tried to obtain via online with their website but because the above credit card has been cancelled due to the delinquency of the account, I am unable to view. If CIBC VISA mailed these statements to me, why cant they provide proof of when they were sent out and also why cant they duplicate the statements for me to view? What kind of customer service is that???!
Since it was a miscommunication on CIBC VISA for failing to notify me earlier of this matter and their failure of sending me regular statements, they blame me for not contacting them sooner. If a consumer does not use the credit card regularly, why would I contact them? I receive all other correspondence from other credit card companies, utilities, government, bank, etc. So why was CIBC the ONLY company to fail in providing statements to me???!!! I can only guess they had a glitch in their 2011 system and will not admit their faults. Go figure!!
I rarely use this credit card and will definitely never use CIBC Dividend VISA or their affiliates again after this matter is resolved. STAY AWAY from using any CIBC and their affiliates as they only think of themselves and not the consumers. They have no idea what "Customer Care/Service" means!