Frequently Asked Questions

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

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

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).

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

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.cibcfcib.com/locations . Select your location to view the document.

This will be dependent on the reason for opening an account. Please review www.cibcfcib.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. 

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.  
 

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

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

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 the www.onlinebanking.firstcaribbeanbank.com/self-register and select Register. 
 

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. 
 

For any issues, please contact the Customer Care & Sales Center at 1-866-743-2257 or care@cibcfcib.com. You can also visit a branch for additional assistance. 

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

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

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.

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

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

The CIBC Caribbean Mobile App works on Android and iOS.

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

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. Two-step verification is also required for all of our clients in Curacao and St. Maarten to log-on to the Mobile app.

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

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

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

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

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.

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

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

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

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

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.

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

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”

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

- Chequing

 - Savings

- Fixed Deposits

- Loans

-  Credit Cards

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.

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

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.

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.

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

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.

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 unauthorized 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

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.

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.

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 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.

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.

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.

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

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.

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.

Freeze My Card can be found under Card Security Controls.

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.

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

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.

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

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.

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.

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 FirstCaribbean 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

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 FirstCaribbean 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

You can contact our Customer Service Centre via care@cibcfcib.com or via telephone at 1 866 743 2557.

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

It is the email address you use most frequently

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.

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.

The best user experience is using Portrait orientation.

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

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

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

There is no cost for 1st Insights. 

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. 

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.

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

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

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

Cheque Image Retrieval allows CIBC Caribbean clients to view and download digital images of cheques they have written, after the funds from a cheque have been successfully deposited to the recipient's account. Cheque Image Retrieval is available to clients with chequing accounts in the following territories: Bahamas, BVI, TCI, Cayman, EC Islands and Trinidad.

Cheque images can be accessed in the transaction history of the relevant account. Once you've logged on to either Online Banking or the Mobile App select the account associated with your cheque book.  An icon will be displayed next to the cheque transaction.  Click on the icon to view cheques images.

To download a cheque image, 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.

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

Once logged in, CIBC Caribbean clients can view cheque images through our Online Banking service or the Mobile App.

Downloaded cheque images can be saved and shared if necessary.  Clients can also file the cheque image or use these digital cheque images as a transaction reference. 

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

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

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 Bahamas, 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.

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

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.

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

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 FirstCaribbean International Bank’s internal policy and procedure for holding and for your access to funds limit.

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.

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

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. 

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 FirstCaribbean 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).

Cheques older than 6 months cannot be deposited using mDeposit.

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

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.

For assistance, please visit your branch. You may also contact our Customer Care at care@cibcficb.com or 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.

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. 

The CIBC FirstCaribbean 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.  

https://www.cibcfcib.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.

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.

.

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.

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.

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.

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.

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.

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

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 located on our corporate website www.cibcfcib.com and submit it to our CIBC Caribbean Care mailbox – care@cibcfcib.com.

-Online or Mobile Banking App

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

All chequing and savings account holders are eligible.

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)

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

You will continue to pay fees associated with your chequing/ savings account which are displayed in the Bank’s Schedule of Charges at cibcfcib.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 FirstCaribbean can only accept payments and cannot initiate.

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.

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

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

Note: Contact our Customer Care Centre for further details

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 FirstCaribbean 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

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

Disputes are regulated by the Credit/Debit card networks like Mastercard and Visa. Typically, a dispute must be submitted within 90 days of the transaction. However, 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.

Customers may submit a dispute via the Online banking platform, accessing the dispute form via our corporate site and emailing with supported documentation to IssuingChargebackMailbox@cibcfcib.com.  You may also visit one of our branches to complete a dispute form and provide the supporting documentation.  

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.

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.

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.

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.

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.

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.

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.

Before you authorize 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.

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.

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

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.

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

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

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

TrueBlue points can be viewed via jetblue.com.

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.

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

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.

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

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.

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

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

·         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)

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.

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

Yes! Just come into a branch or the Trustee Unit of a Financial Centre. Bring picture ID, proof of current address and any questions you may have. (Clients in St. Lucia only)

Your RRSP Maturity Date can be when you are between 55 & 65 years old.

Fees depend on which investment option (self-directed or bank-managed) you’ve chosen

Withdrawals made before maturity are taxed at the normal rate.

No. The survey is not mandatory. However, we are encouraging you to participate so that we can continuously improve our service.

Yes, we have engaged the services of Qualtrics, an internationally based experience management company. Qualtrics offers a cloud-based subscription software platform for experience management and is renowned worldwide for this service. If you have any concerns about the authenticity of this survey, please contact our Customer Care and Sales Centre or read these FAQs for further information. The survey is not mandatory, and you may decline participation if you wish.

Our bank’s success lies in being able to meet your needs and expectations. We have made a commitment to offer our clients the right products and services that fit their long-term needs. This survey is just one way to continue the dialogue and lets us know whether our service remains at a high standard or that we have responded to your issues and concerns in a timely manner.

Yes. Our bank takes the privacy and security of our clients’ information seriously. We continue to invest heavily in the technology that meets industry standards, and we constantly review these systems to ensure that our clients’ data continues to be safe and secure.

You may be asked to complete the survey more than once depending on the number of products and services you may have with us. However, we will seek to limit the number of times you receive the survey.

Your feedback will be shared with our teams, including those persons who rendered the service or interacted with you. The lessons learned will help us to significantly improve the areas where we have fallen short or let us know what we are doing well. Depending on your feedback, you may be contacted to resolve any issues you may have experienced.