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The CIBC FirstCaribbean Mobile App allows you to complete everyday banking functions on your mobile device.
The use of CIBC FirstCaribbean 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 First Caribbean Online Banking, before you can have access to CIBC FirstCaribbean Mobile App.
The CIBC FirstCaribbean Mobile App works with any service provider, and can be used over WIFI.
The CIBC FirstCaribbean Mobile App works on Android and iOS.
Yes, however you may only have an active login session on one device at a time.
CIBC FirstCaribbean’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 FirstCaribbean 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 FirstCaribbean Mobile App and Online Banking.
Yes; CIBC FirstCaribbean Mobile App will work on a pre-paid and post-paid phone.
You will first need to be a registered CIBC FirstCaribbean Online Banking user, and then you can download the CIBC FirstCaribbean Mobile App to your mobile phone.
CIBC FirstCaribbean has put stringent security measures in place to protect your financial information and details.
With the CIBC FirstCaribbean 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 FirstCaribbean Branch or an Instant Teller™
- 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 FirstCaribbean does not store account details on your phone.
Yes, CIBC FirstCaribbean 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 FirstCaribbean 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 [email protected] or via telephone at 1 866 743 2557.
It’s easy to enroll in CIBC FirstCaribbean 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 FirstCaribbean uses multiple layers of protection to increase your security while using CIBC FirstCaribbean 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 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
The CIBC FirstCaribbean 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.
We have introduced a new service which allows you to pay your bills registered at CIBC FirstCaribbean including your CIBC First Caribbean Credit Card using an account at any other bank locally. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature or visit https://www.cibcfcib.com/bill-payments-made-easy,
Simply go to your preferences and select add an additional account and follow the instructions. You will have to verify that account within 5 days. You will receive 2 deposits at your other bank. To verify the account you will be required to key those 2 deposits into Online or the Mobile App. Once the account is verified it will be an account which is available as a from account in your bill payments. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
Yes you can, to set up and schedule payments to your bills registered at CIBC FirstCaribbean including your CIBC FirstCaribbean Credit Card from another financial institution, select Add non-CIBC FirstCaribbean Accounts in your preferences | Add an account, and follow the instructions. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
Payments to your bills registered at CIBC FirstCaribbean including your CIBC FirstCaribbean Credit Card from a non-CIBC FirstCaribbean account may vary by country and could be between 2 to 5 business days. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
Yes you can pay any other bill using a non-CIBC FirstCaribbean Account once you have a Chequing or Savings Account with non-CIBC FirstCaribbean Account. If you are a credit card client ONLY then you will only be able to pay the CIBC FirstCaribbean credit card using a non-CIBC FirstCaribbean Account. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
Proceed to pay a bill as you usually do. You can then select the non-CIBC FirstCaribbean from the drop down list when you select the from account. CIBC FirstCaribbean uses the local ACH (Automated Clearing House) to facilitate the payment from the non-CIBC FirstCaribbean Account.
You will be bound by the rules, laws, and regulations that govern the applicable fund transfer systems.
CIBC FirstCaribbean will make all reasonable efforts to process your transfer requests in a timely manner; however, CIBC FirstCaribbean reserves the right to hold funds pending settlement or for such period of time as CIBC FirstCaribbean deems necessary to cover items which may be returned unpaid. In addition, there may be a delay in processing your request and you are responsible for accounting for any such delay; CIBC FirstCaribbean International Bank will not be responsible for any losses incurred by you or any third party in connection with such delays. For non-CIBC FirstCaribbean Accounts, any interest earned on such funds during the hold period will remain the property of CIBC FirstCaribbean.
To complete your fund transfer, CIBC FirstCaribbean may utilise ACH transfers, which will result in a debit to one of your non-CIBC FirstCaribbean Account and a credit to your non-CIBC FirstCaribbean Account, or a debit to your non-CIBC FirstCaribbean Account and a credit to your non-CIBC FirstCaribbean Account, as applicable. All CIBC FirstCaribbean ACH transfers go through a CIBC FirstCaribbean transfer account. For ACH debit entries (which debit your non-CIBC FirstCaribbean Account and credit your non-CIBC FirstCaribbean Account), CIBC FirstCaribbean typically holds funds for a number of “business days” (the definition of which varies by country) to make sure that the item will not be returned unpaid before CIBC FirstCaribbeanwill credit your non-CIBC FirstCaribbean Account or make a bill payment. If the ACH transaction is returned for any reason and the payment has been credited to your non-CIBC FirstCaribbean Account, you authorise CIBC FirstCaribbean to debit your non-CIBC FirstCaribbean Account, in whole or in part, for the amount of the returned item and for any returned item fee.
When funds are withdrawn from your non-CIBC FirstCaribbean Account to make a bill payment, not all merchants may treat payment as being received that day. As such, you must provide bill payment instructions several business days in advance of any due date or any date on which you wish a bill payment to be effective. CIBC FirstCaribbean will not be responsible for any processing delays nor any losses incurred as a result of such delays. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
In order to add a non-CIBC FirstCaribbean Account it should be:
· A chequing or savings account
§ You are either the owner, or an authorized signatory of each of the applicable non-CIBC FirstCaribbean Account and have the right to debit or credit each such account without any authorization from any individual or entity;
§ The non-CIBC FirstCaribbean Account involved in the Transfer Service is a local account;
§ The consent of the non-CIBC FirstCaribbean Financial Institution is not required in order for CIBC FirstCaribbean to transfer funds to or from the non-CIBC FirstCaribbean Financial Institution, or where such consent is required, you have obtained such consent;
§ The terms, conditions and applicable law that govern the use of your non-CIBC FirstCaribbean Account involved in the Transfer Service permit the transfer of funds as carried out by the Transfer Service;
§ You have the right to authorize and permit CIBC FirstCaribbean International Bank to access each of your non-CIBC FirstCaribbean Account and non-CIBC FirstCaribbean Account for the purposes of: (i) completing the transfer of funds, or (ii) for any other purpose as authorized by this Section 21;
§ You are not violating any third-party rights by authorizing CIBC FirstCaribbean to access information pertaining to each of your non-CIBC FirstCaribbean Account and completing the transfer of funds as authorized.
All of the information you have provided to CIBC FirstCaribbean is true, current, accurate, and complete. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
Type of Transfers. From time to time CIBC FirstCaribbean may add new features to the Transfer Service, including a next-day service and a higher limit service. You will be approved or declined for any such additional service at CIBC FirstCaribbean’s discretion and additional terms and conditions may apply. CIBC FirstCaribbean will notify you of such additional terms and conditions. CIBC FirstCaribbean may at any time decline a fund transfer that CIBC FirstCaribbean believes may violate applicable laws or regulations or CIBC FirstCaribbean’s policies.
Frequency of Transfers. CIBC FirstCaribbean may from time to time limit the number of fund transfers, the frequency and the dollar amount of transfers you can make using the Transfer Service or place limits on same.
Excess activity fees may apply if you exceed your local ACH mandated transaction limits for savings accounts or chequing accounts, including any additional limits that may be set by your non-CIBC FirstCaribbean Financial Institution. If the limit is exceeded on more than an occasional basis, your Non-CIBC FirstCaribbean Financial Institution may be required to take any action they deem necessary.
Dollar Amount of Transfers. You may not make fund transfers in excess of CIBC FirstCaribbean’s dollar limits for the Transfer Service. CIBC FirstCaribbean reserves the right to change the dollar amount of fund transfers you are permitted to make using the Transfer Service. In the event that your use of the Transfer Service has been suspended and reinstated you understand and agree that your use of the Transfer Service thereafter may be subject to lower dollar amount limitations than would otherwise be permitted by CIBC FirstCaribbean.
Transfers subject to the Rules of your CIBC FirstCaribbean Account and non-CIBC FirstCaribbean Accounts. All fund transfers are subject to the rules, laws, and regulations governing your CIBC FirstCaribbean Account and non-CIBC FirstCaribbean Account, as applicable. You may not initiate any fund transfers from or to your CIBC FirstCaribbean Account and a non-CIBC FirstCaribbean Account that are not allowed under the rules, laws, or regulations applicable to non-CIBC FirstCaribbean Account including rules, laws, or regulations designed to prevent the transfer of fund in violation of the Office of Foreign Asset Control (OFAC) regulations.
Failure or Rejection of Transfers. Upon learning that the fund transfer could not be completed, CIBC FirstCaribbean may, but is not required to, make reasonable efforts to complete the transfer again. If the fund transfer fails, CIBC FirstCaribbean will notify you via your transaction history. You will then have to contact your non-CIBC FirstCaribbean Financial Institution to learn more about the failure.
CIBC FirstCaribbean reserves the right to decline: (i) any fund transfer, (ii) to submit fund transfer instructions (“FTI”) or orders, or (iii) to carry out change or cancellation requests.
Each time you use the Transfer Service, you represent and warrant to CIBC FirstCaribbean that you have enough money in the applicable non-CIBC FirstCaribbean Account to make any funds transfer you request that CIBC FirstCaribbean make on your behalf through the Transfer Service. If CIBC FirstCaribbean receives a transfer request against any of your non-CIBC FirstCaribbean Accounts and there are not enough available funds in such non CIBC FirstCaribbean Account to cover the transfer, CIBC FirstCaribbean may at its discretion decline the transfer.
If there are not enough available funds to cover the transfer as contemplated above, fees may be charged and will vary depending on the action CIBC FirstCaribbean takes. Any negative balance on a non- CIBC FirstCaribbean Account is immediately due and payable, unless CIBC FirstCaribbean agrees otherwise in writing, and you agree to reimburse CIBC FirstCaribbean for the costs and expenses (including attorney fees and expenses) CIBC FirstCaribbean incurs in recovering the negative balance (including overdraft and associated fees).
Your Right to Cancel a Transfer. Payments that are in process cannot be cancelled or stopped. When the Transfer Service offers recurring and/or future one-time transfers, you may cancel any transfer as long as CIBC FirstCaribbean receives the request before the process date of the one-time transfer or the next scheduled recurring transfer and with sufficient time before such date in order for CIBC FirstCaribbean to cancel the transfer. For recurring transfers, you may cancel only the next scheduled transfer or the entire recurring transfer schedule. After the entire recurring transfer schedule is cancelled, all future transfers will be cancelled and you must reschedule it if you want transfers to be made in the future.
You may cancel a transfer by logging on to the Transfer Service or by contacting CIBC FirstCaribbean at the telephone number found at www.cibcfcib.com. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
This does not happen often. However in the event it does occur, you can download and complete the Direct Debit Transaction Authorization Form and take it into your non-CIBC FirstCaribbean Financial Institution. Once they receive written authorization you transactions should not be rejected. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
Depending on the type of transfer or the type of non-CIBC FirstCaribbean Account, CIBC FirstCaribbean may charge fees for the use of the Transfer Service, and for any additional services or features that CIBC FirstCaribbean may introduce. If you choose to proceed with the transaction, you authorize CIBC FirstCaribbean to debit your non-CIBC FirstCaribbean Account in the amount indicated by CIBC FirstCaribbean. You agree to pay all fees associated with the use of the Transfer Service or replacements made by CIBC FirstCaribbean from time to time. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
CIBC FirstCaribbean reserves the right to suspend your right to use the Transfer Service, immediately and without prior notice to you, if CIBC FirstCaribbean encounters a problem with your use of the Transfer Service or determines, at its discretion, that there may be suspicious activities or any other activity that may compromise the Transfer Service or its integrity or security. CIBC FirstCaribbean may do so if, for example, there is a failure in attempting to debit any of your non-CIBC FirstCaribbean Accounts or to collect any of your fund transfers as described above. You understand and agree that such action is reasonable for CIBC FirstCaribbean International Bank to take in order to protect CIBC FirstCaribbean from loss. In the event of such suspension, you may request reinstatement of your service by contacting CIBC FirstCaribbean at Customer Care at the telephone number found at www.cibcfcib.com.
Subject to applicable law or regulation, CIBC FirstCaribbean may immediately terminate your right to use the Transfer Service at any time and for any reason, including but not limited to where CIBC FirstCaribbean International Bank believes you:
§ Engaged in conduct or activities that violate any of the terms of this Agreement or the rights of CIBC FirstCaribbean ; or
§ Provided CIBC FirstCaribbean with false or misleading information; or
§ Interfered with other users or the administration of the Transfer Services.
CIBC FirstCaribbean will have the right to discontinue the Transfer Service at any time and without notice. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
CIBC FirstCaribbean may grant or deny reinstatement of your use of the Transfer Service. If CIBC FirstCaribbean agrees to reinstate you, CIBC FirstCaribbean may initially reinstate your Transfer Service subject to lower per-transaction and monthly dollar limits and/or with other restrictions. Based upon your subsequent usage of the Transfer Service, CIBC FirstCaribbean may restore your ability to complete transfers subject to such higher limits as may then be in effect. You may be required to come into the branch to facilitate reinstatement. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature.
It is your responsibility to ensure that the correct account number at the non-CIBC FirstCaribbeanBank is provided CIBC FirstCaribbean will rely on the information you provide, and you authorize CIBC FirstCaribbean to act on any instruction, which has been or reasonably appears to have been sent by you or your authorized representative. Non-CIBC FirstCaribbean Financial Institutions receiving the fund transfer instructions may rely on such information. CIBC FirstCaribbean is not obligated to take any further steps to confirm or authenticate such instructions and will act on them without getting further confirmation. You agree to notify CIBC FirstCaribbean of any errors, including incorrect information in your Funds Transfer Information and to do so in writing within 48 hours of you a sending CIBC FirstCaribbean bill payment using a non-CIBC FirstCaribbean Account. If you or your authorized representative provide CIBC FirstCaribbean with incorrect information or if there is any error in your instructions, CIBC FirstCaribbean will make all reasonable efforts to reverse or delete such instructions, but you accept full responsibility for losses resulting from any of your errors, duplication, ambiguities, or fraud in the information that you provide. If any information you provide is untrue, inaccurate, not current, or incomplete, without limiting other remedies, CIBC FirstCaribbean may recover from you any costs or losses incurred as a direct or indirect result of such information.
CIBC FirstCaribbean is not responsible for errors, delays and other problems caused by or resulting from the action or inaction of non-CIBC FirstCaribbean Financial Institutions holding the non-CIBC FirstCaribbean Account, unless otherwise required by law or regulation. Although CIBC FirstCaribbean will try to assist you in resolving any such problems, you understand that any such errors, delays, or other problems are the responsibility of the relevant Non-CIBC FirstCaribbean Financial Institution. Any rights you may have against a non-CIBC FirstCaribbean Financial Institution for such errors, delays, or other problems are subject to the terms of the agreements you have with such non-CIBC FirstCaribbean Financial Institution, including any time limits during which complaints must be made.
If CIBC FirstCaribbean:, (i) causes an incorrect amount to be debited removed from your non-CIBC FirstCaribbean Account, or (ii) causes funds from your non-CIBC FirstCaribbean Account to be transferred to any account other than the non-CIBC FirstCaribbean Account specified in the applicable FTI; in each case CIBC FirstCaribbean will be responsible for returning the improperly transferred funds and/or for directing any misdirected funds to the proper non-CIBC FirstCaribbean Account.
CIBC FirstCaribbean is not liable for any costs, fees, losses or indirect, special, consequential, exemplary, incidental or punitive damages of any kind incurred, including without limitation, as a result of:
Its debit and/or credit or inability to debit and/or credit your non-CIBC FirstCaribbean Account(s) and non-CIBC FirstCaribbean Account(s) or any other accounts in accordance with your FTIs;
§ The Transfer Service; or
§ Inaccuracy, incompleteness, or misinformation contained in the information retrieved on the non-CIBC FirstCaribbean Accounts or any other accounts; or
§ Charges imposed by any non-CIBC FirstCaribbean Financial Institution or by applicable law or regulation; or
§ Fund transfer limitations set by the non-CIBC FirstCaribbean Financial Institution(s) or applicable law or regulation; or
§ Insufficient funds in your non CIBC FirstCaribbean Account(s) to make the fund transfer; or
§ Transfers exceeding the credit limit on any applicable overdraft line; or
§ System failures at a non-CIBC FirstCaribbean Financial Institution and the inability of CIBC FirstCaribbean to complete the transfer; or
§ Third-party causes, including causes of your non-CIBC FirstCaribbean Financial Institution.
§ Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
Yes. Your non-CIBC FirstCaribbean Financial Institution may contact CIBC FirstCaribbean to verify the content and authority of FTIs and any changes to those instructions. In connection with the Transfer Service, you agree that CIBC FirstCaribbean International Bank may provide to that non-CIBC FirstCaribbean Financial Institution such information to verify the instructions and the verification may constitute a valid security procedure under the rules governing your non-CIBC FirstCaribbean Account(s). Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
If you pay bills using the Transfer Service, you must settle directly with the Merchant any dispute or claims you may have. CIBC FirstCaribbean will not be responsible for any problems or disputes with merchants, including if a merchant does not credit you for a bill payment, refund any amount to you, imposes any additional charges on you (for example late fees or interest), or takes any other action. Please refer to the Internet, E-Mail, Fax And Telephone Agreement Terms And Conditions for more information on this feature
Cheque Image Retrieval allows CIBC FirstCaribbean 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 FirstCaribbean 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 FirstCaribbean clients to view or download the cheque images.
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 FirstCaribbean 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.
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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 FirstCaribbean Care mailbox – [email protected].
-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 FirstCaribbean’ 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 FirstCaribbean 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 FirstCaribbean of the invalid transaction within 30 days of the statement date.
Examples of disputed charges can include, but are not limited to:
· Unauthorized 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 unrecognized or questionable charges to CIBC FirstCaribbean 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 FirstCaribbean’s ability to file a dispute on your behalf. CIBC FirstCaribbean 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 [email protected] 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 authorized by you, or you have no knowledge of the origin, we will investigate as potential fraud. As part of the fraud investigation, your CIBC FirstCaribbean 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 FirstCaribbean 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 utilize 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 FirstCaribbean 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 FirstCaribbean 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 FirstCaribbean 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 CIBCFCIB immediately – 1 (866) 743 2257
· Block your card using CIBC FirstCaribbean Mobile or Online Banking App
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.
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CIBCFCIB provides this link as a service to website visitors. CIBCFCIB is not responsbile for the privacy policy of any third party websites. We encourage you to read the privacy policy of every website you visit.
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