Canadian Imperial Bank of Commerce [CIBC]
Reviews and Complaints

My complaint is against Grace Forster CIBC branch manager in Bolton Ontario. The story begins earlier this summer, when she approached me in line and asked how she can help. Only now do I realize that was not a chance meeting. I own a kitchen reno business and I'm often in the branch speaking to the tellers that help me with my banking needs. On this day, Grace invites me to her office starts asking me about my business etc...very friendly. And says casually that she wanted to renovate her kitchen. I told her I would be happy to help her out. Fast forward, to September. After quoting her and decided (Shame on me) of not getting a deposit for the granite countertops, she decided to cancel and told me she's going to push the project till next year. I explained to her that we can still use the cut but need her to pay the $900 to cover my costs. She refused. Since then, she has made my life miserable at the bank. She has held my cheques which always were cleared. The tellers that used to be friendly with me started to look down and ignore me, when I tried to wire transfer money to my cousin in Columbia she would not sign off on the deposit saying "Where did the money come from". She is trying to push me out and I refuse to leave. I think its highly unethical to use her discretion against me for something unrelated to everyday banking. I am deeply disturbed by this treatment and believe its an abuse of power.

Thursday, August 30th Andrea Clarke called me at approximately 8:00 a.m. to advise that my transaction was not processed on Wednesday and there are no funds in the account. I was in shock asking her what she meant, she proceeded to tell me of all the transactions that were done hence why no funds were in the account. I hastened to ask why the transaction for JMD$55, 000.00 was not processed and to date, I am yet to receive an answer.

She proceeded to say that I will need to come in and complete forms and go the Fraud Squad to report etc. (Does CIBC really know what frame of mind a Customer is in at this point and you telling them to do all this)? I hastened to advise her that I have a fax and e-mail agreement with the bank so why can't the forms be e-mailed to me. She explained that I would still need to come in to sign them I spent and insisted that I need to go to the Fraud Squad.

I went to the bank and spent an hour before I was able to speak to anyone. I asked the Front Desk Personnel to speak with Andrea Clarke and he advised me that she said to take a number and speak with the Customer Service Rep. and she will see me. My co-worker Cheryl Ruddock had called Stuart Allen before I arrived at the bank to advise him of what transpired and to ask him if he could try and get someone to assist me. Stuart was very kind to leave his department to come down and speak with me. He was calling Clarke who at the time was at her desk and did not take the call, he proceeded to go directly to her office to speak with her. My number was called and I went to the Customer Service Rep. where I explained what transpired. She left and came back 7 minutes later and I believe Clarke came a few minutes later to explain the same procedures regarding the forms and Fraud Squad. I demanded that an overdraft account is opened for the JMD$80, 000.00 which was taken out by the perpetrators to accommodate the JMD$55, 000.00 (which was what I had sent in on Wednesday to be processed for my rent and the balance go toward the credit card).

Stuart Allen came back to me and advised that he spoke with a Latoya Brown who will assist me when I was through speaking with the Customer Care Rep. While still speaking to the Rep and trying to write a statement with my hands shaking and my mind distorted Brown came over to me and advised that she would see me when I was through with the Customer Care Rep. I proceeded to express my grouse regarding having to go to the Fraud Squad and told her that I will not be going there as I am very much aware of similar incidents with both NCB and BNS and they do not ask their Customer to go to the Fraud Squad, I also asked her if I would be getting the overdraft account with the JMD$80, 000.00 so that I could pay my rent and credit card., she proceeded to say they will try to work on that, she also advised that whatever issues I have I should put in the statement.

After spending over 4 hours in the bank, I overheard an elderly gentleman making a similar complaint stating that within 3 days over JMD$400, 000.00 was also swindled from his account. The gentleman was very old, he expressed that he does not drive, he does not own a motor car and that he would have to walk, however, no compassion was given to this gentleman he was told that he was to go to the Fraud Squad and take back some receipt to them.

I have written and called to ensure that while CIBC conducts their investigations that there will be no interest or fees applied to me on the overdraft account. I reiterated the fact that the funds would not have been in the account had CIBC processed the transaction, therefore I am at a loss as to why CIBC would think they have that right to charge me any interest or fees on this account. To date, I have not had a response and inside sources expressed that Latoya Brown which is the person to respond was very callous and made no attempts to correspond either in writing or by phone as it regards to this matte

Monday, August 20th 2018
CIBC - Letter of Complaint

To whom this may concern,

It is with great disappointment that I write this letter of complaint. My family and I have been clients of CIBC for years, and continued to be on the basis that we had only been given great customer service. Unfortunately, the last couple months of dealing with one of your banking officers has been less than pleasant, and actually rather appalling service from someone who works for an established well known bank branch.

A couple years ago I opened up a professional student loan for a medical program I had been accepted into. Pre med + Medical at a Caribbean school. It was approved, signed, delivered no problem. This year, I have been offered a position at a much more accredited, successful and reputable school, in Ireland! Two months ago upon this acceptance I made an appointment with a banking officer, Laura Fascetto. Only because my original service representative was out on maternity leave.

My first encounter with Laura was the last week of June, where she seemed driven, eager to fulfill my change request and work with us to ensure my success in school and my funding for it… for about 5 minutes. Throughout the appointment she discussed her upcoming travel plans, lost track of what was needed of her and behaved unprofessionally. My mother, who was with me at the time said to let it go she was being friendly and building a connection with us. But, as I had thought from the beginning, her unprofessional manner during the first meeting was going to be a continued pattern in her behaviour handling my file. Throughout the last two months, she lacked the bare minimum of what should be required not only by myself but by her employer. She doesn't return phone calls even when a scheduled time was made, she doesn't return emails for up to 7-8 business days. She seemed to have her head in the sky of her "big vacation" and that left me as a student in the dark on what was happening to my file and my funding. With deadlines already past due to pay, when she did feel like replying she made empty promises and then would be out of office for days on end and unable to be in contact. Though, she knew from the beginning time was of a serious essence in this case.

Laura spoke to the underwriters and came back multiple times asking for, more documentation, a letter from the school explaining the program, even another co-signer as the tuition is rather high and it would be better for me. I obliged to all extremely promptly. Documents from my parents, an amazingly strong financial co-signer, and a letter from my school. With every request came an empty promise of her having no problem getting this approved and would get back to me "the next day". I never heard from her the next day, and never got anything approved.

Our last phone call was this afternoon where she told me there is nothing to be done and after two months of making me jump through hoops to get what was needed, it was simply a no. With that no, comes a you will not become a doctor Sabrina, your medical future and studies are over. This is what that "no" means to me. It is with a heavy heart I write this letter, as from the beginning of my medical pursuit CIBC has stood behind me and helped me reach my goals and my dreams! But now, after years of excellent service, I get put with an incompetent representative and my path has come to a stop.

The level of disrespect, the level of disgustingly poor service, the attitude, the incompetence, the all around shocking behaviour of a financial representative handling files and funding of importance is beyond repairable. Mrs.Fascetto has been the worst, and absolute most difficult person to have worked with in a bank, and I have never felt more personally victimized by someone in a professional setting.

I should have listened to my initial feeling from day one, when it was shown her head was not properly in the game, not in the right space, and seemed to be more focused on herself and her vacations rather than her clients. Because now, it is August 20th, my program begins September 10th. I have no funding, been suffering through high level anxiety and panic to the point of needing to see a doctor, no faith in CIBC, and what feels like a dead end to my future as an MD. Now after using half of the loan previously given to me, I'm being dropped by the bank and just left with this debt while I'm still a student and being told I can't continue. How is this fair treatment?

I don't know what we can be done here, but what I do know is clients being treated this way is absolutely unacceptable.

I look forward to a response, and finding a solution to this issue.

King Regards,

Sabrina Chaaraoui
[protected]
chaara.[protected]@gmail.com

I recieved my crdit cards on october 2017. Since that i paid my statements and the bank to my money, csncelled my bank account, investment accounts, credit card. I notigied them eith a registerd letter and never had any answers except to folie a complaint with la dehontologie policiere. I hsd problems with my company NEQ [protected] AND NEQ [protected]. I advise privacy commissionner of canada and The Registrar with registered letter to Me Marie-Josee Montminy, notary to the registrar.

Hi!
I'Ve been a member with CIBC for 3 years and it's the first time to actually feel disappointed with the service. On July 13th 2018 I've spoken with a credit card representative over the phone to inquire about the possible fees I could be charged cause I've transferred money from my visa account to my chequing account. Apparently, I haven't transferred money from a long time (approximately 6 months) and I forgot how the service works. However, the representative has told me (in a vulgar way) that I've used this service before and I should be aware of the possible fees for this service (cause I asked if it is possible to remove this fees since I didn't know I could be charged for it). Her way of clearification could have been better (she spoke in a way as if I was lying to the bank). Again, it's the first time to deal with this manners with a customer service representative. And I am not accepting her apologies because this was really rude. Note: (I don't remember the representative's name).

I was called and informed my credit card was severely late in payments. When I investigated it, I seen that the payments were being send to an old CIBC Visa I had and was stolen. Immediately I contacted the bank and they began an investigation.
I called CIBC back made the payment back for the money I owed in full and was told it would all be ok and my account would be ok.
Well, It was not ok. they closed the account. No warning, no call. Just closed. So i wrote to the Client Care.
They called me back. At first I thought this woman was actually calling to help me re-instate this card and get me back on track. She asked a TON of questions and so I thought hey maybe this is a good company. WRONG.
She had no intention of re-instating the card and essentially wasted 15 minutes of my time .
I completely understand my wrong doings in this. I take full responsibility. I think she could have simply told me right off the top of the call. Sorry we can't put the card back to open rather than waste my time like she did asking a ton of personal questions and offering to "help" sort this out when essentially she had no intention of doing anything. Very disappointed in this entire call.
I am not sad about this card being closed now. If this is what you have to deal with it's not worth it.

Went into my branch asking my advisor Jason Gurm if I should sell my house due to it being an ex grow up and laws changing in the soon future with grow ups. He and his supervisor Peter Lui both advised me to due so and my mortgage would be ported and there would be no problems. After selling my house, I soon found a house I was interested in purchasing, so I went to the bank to clarify that the financing would be in place. Jason then said the lending laws have changed and I would have to be preapproved again after he stated I could port the mortgage with no problems. I am self employed and the bank used to go on gross income but now they go on net and it showed on my net income that I would not make enough to pay the mortgage I was asking for, even though I have had five mortgages with them in the past and never have missed a payment. On one of the meetings I had with Jason he told me I was missing paperwork I left and went home quickly to grab them and was back in five minutes but he had left without any notice and knew I was coming back with the documents. Jason also sent me to an RBC in Delta which was very inconvenient because I live in Vancouver. He told me the lending policies were different there and I would be able to receive a mortgage from them. Which I find very unprofessional as he sent all my banking information without my consent. Soon after that meeting I found out the man I was speaking with at RBC was a friend of Jason's, and Jason got a referral bonus for sending me as client to RBC. I then found out that if I didn't get a mortgage with CIBC I would get a penalty of 15, 000 dollars, when they are the ones who cannot help me! I had to go with a B-lender to get a mortgage in the end because I am sick of the absolute nonsense going on at CIBC, I have never in my life been treated so badly and with this little respect. That is why I'm WARNING all people to chose any other bank and DO NOT go with CIBC!

I'm so confused to your bank I have tried to contact for day and have been treated like I'm dumb or a idiot! I moved home 3 months ago and have been trying to pay my credit card bill off and close accounts! I spoke to Danielle a supervisor for telephone banking and frank from online chat! I'm sorry but I'm trying to get a plan and simple account information so I can go to my bank here and have a final bill to pay! But nope I can't get that from you guys! I got told my account had been closed and I'd get contacted and yet haven't! It's been 3 and a bit weeks and I got a message saying your number could be contacted maybe try my area code! I don't have the same address or the same phone number I have had to give it to them 3 times and yet no contact.How can I pay a card off when I can't access any information! I'm shocked at the treatment from you staff and the lack of support and help!

I saw a promotion of $300 cash back on new Smart Account when I was paying off the balance on my Aerogold Visa card. I decided to go ahead and open that account as I liked the CIBC online banking system. It was past midnight, yet I willingly spent about an hour filling in the application. I got all the confirmations & congratulations on setting up a new account. The next point was going to the branch and showing 2 pieces of ID, which I did. To my disappointment, the brunch system didn't somehow show my new account in the system. The advisor at the bank took photocopies of my ID and kept me another hour while re-setting up an account for me. Since I was late for my next appointment, he said I could set up an online banking myself. Now about a month later, the account still doesn't show online & when I called the CIBC, they said the system shows that I have to go to the branch & show my ID. AGAIN!? I told the guy on the phone that it's getting too frustrating & doesn't worth my time, please just close that account. And guess what the answer was? I have to go to the brunch if I want to close a zero balance freshly opened account!? How frustrating is that? I feel trapped as if I don't go there will be a monthly fee on an account that I can't even use. I guess this makes me appreciate my current PC Financial bank account even more. I'm never considering CIBC chequing account ever again! I will go to the branch, but just to close the account to end this inefficiency & waste of my time.

My credit card was fraudulently used by someone in Brazil on July 13, 2016. I was in Australia? With extreme difficulty I did manage to contact CIBC cards services to have disallow any online transactions. I still needed my card for travel, I could use it with my PIN at the place of business.

I wasn't able to wait the 5 or so days they told me they could get me a new card.

Its now about a month later I am in
Australia, and can supply an address to receive a replacement card.

Its not possible to make a collect call as the credit card states, from Australia. Using Telstra phones in Australia they have a reverse the charges phone number the operators won't do it. It requires someone at the other end to speak and accept, calling the credit card number results in a computer asking questions, I don't hear this except momentarily at some point when I know its asking what language. It returns after a while with the called party did not accept your call.

I call the direct number from Australia, all my costs now. Today I started at 1230pm Aust. Est. Std time, held on for half an hour and all the while being told how important my call was and was in priority sequence. It would have been 730pm PST or 1030EST in Canada. I gave UP. This was regarding a fraudulent transaction on my card, my necessary need for a replacement and nobody can help me. Thank you CIBC

It required all the same misery the first time when I did manage to contact them since my exposure to this fraud was or could have been extreme I had a lot of money they coul dhave taken. The bank requires immediate contact upon fraud, they aren't reachable.

Associate Dorena Tu misinformed me about a merger we were interested in. She told us there were no lawsuits that the company was facing, yet there were many. We paid fees upfront for the deal to go through. Dorena Tu's attitude was downright egotistical. She has no morals. She hates her job and is just in it to show face. Why are you in business if you are not there to provide a service? How could CIBC hire such a person in the first place?

My LOC got unpaid for while. CIBC blocked it. The branch keeps calling for payment. I was paying over the phone only. But I told them several times that I like to transfer online to my LOC. Neither do I like to go to a CIBC branch to deposit nor do I like to get call from the CIBC Yonge and Norton branch, North York over and over again to deposit. They did not allow me to transfer in or deposit online. My online banking is well setup for this type of transfer.
I called CIBC Online banking and they advised I talk to the branch. I have talked to the branch, David, Anasthasia and others but no avail. But they keep calling and I have to transfer over the phone that I don’t like, one of the reasons is privacy (Because you need be validated first before you make the payment means telling some sensitive information when someone are around you. This is a deliberate harassment.
Forbes Magazine, few years back, ranked this abusive bank NUMBER ONE in North America. Look at the quality and credibility of Forbes.

CIBC blocked my LOC on mispayments. The branch keeps calling for payment. I was paying over the phone only. But I told them several times that I like to transfer online to my LOC. I don’t like to go to a CIBC branch to deposit nor do I like to get calls from CIBC Yonge and Norton branch over and over again to deposit. They did not allow me to transfer in or deposit online.
I called CIBC Online banking and they advised I talk to the branch. I have talked to the branch, David, Anasthasia and others but no avail. But they keep calling and I have to transfer over the phone that I don’t like to, one of the reasons is privacy (Because you need be validated first before you make the payment means telling some sensitive information when someone are around you.) This is a deliberate harassment.
Stupid Forbes Magazine, few years back, ranked this abusive bank NUMBER ONE in North America. Look at the quality and credibility of Forbes.

If you are elderly and have an Estate issue with the CIBC, you may as well Kiss Your Money Goodbye. The normal rules of banking don't seem to apply when the CIBC deals with Estates. As long as the Estate Trustee is satisfied with the CIBC's statements, it doesn't matter if RRIFs aren't distributed to the designated beneficiary; if Date of Death statements don't have a complete list of accounts/assets; and if account signatories don't match signature cards. If you expect the CIBC to meet these standards, you'll need VERY good records of your own, a lot of money for lawyers and YEARS of time to get the matter sorted out. I know. It happened to my relatives. Here's their story. My relatives, who I will call Wes and Bea, were in their 80s and had been married for 50 years when Bea died. A very recent Will placed Bea's assets in a Trust from which Wes was to receive the interest. Another relative was the Estate Trustee. The CIBC placed two investments ($16, 000 and $13, 000), Bea's bank accounts ($20, 000) and Bea's RRIFs ($55, 000) in the Trust as part of Bea's Estate- even though Wes was the beneficiary of the RRIFs. When the RRIFs were set up Bea had signed the CIBC's whiz-bang paperwork making Wes the Designated Annuitant- which was supposed to make the transfer simple. Wes contacted the CIBC about this but they didn't want to see his copies of the paperwork, said they couldn't discuss it because of Privacy and told him they took directions from the Estate Trustee and Wes should contact him. (Good one, CIBC- foist the work on a man in his 80s because you are too lazy to check your own paperwork!) I contacted the Estate Trustee about this. The Trustee claimed to have relied on advice from the CIBC. This responsibility shifting game between the CIBC and Trustee continued and when Wes died, a year and a bit after Bea, nothing had changed. In that year, the Trustee calculated that Wes was to receive about $200 in interest from Bea's Estate. By contrast, the Trustee had spent about $25, 000 from her Estate- EAT, lawyer's bills, taxes and a whole series of unexplained withdrawals. In addition, the CIBC had not removed Bea's name from the Joint accounts and these had also been used for Estate expenses. Enter Phase Two, the Shell Game: A week after Wes died, the $16, 000 investment was transferred from Bea's Estate to Wes' account. (Just like magic!) About a year after this, I received a revised CIBC Death of Death summary for Bea. Now, the CIBC stated that their only asset in Bea's Estate was the $13, 000 investment (which had been entirely spent on Estate expenses.) The other assets all belonged to Wes. (1) The CIBC had finally found their copies of the RRIFs' paperwork and they DID belong to Wes, just like he had told them- but FAR too late to benefit him! (2) Bea's account, which had a few thousand left in it, was declared a Joint Account with Wes- but no documentation was produced. (3) The $16, 000 investment which had been transferred to Wes' account and the account of Bea's which had been closed-out in the year after Bea's death had VANISHED. No record of them at all. (Magic!) The relative who is Bea's Estate Trustee is also the Estate Trustee for Wes-but receives a larger share of Wes' Estate. Not surprisingly, this new summary is quite acceptable to the Trustee. (Additionally the Trustee now disclaims responsibility for all the withdrawals from Bea's accounts- they must have been made by Wes). I contacted CIBC Customer Care and the CIBC Ombudsman about the actions of the CIBC's employees in misallocating an elderly man's RRIFs, 'losing track' of $20, 000+ in accounts/assets and failing to remove access to Joint Accounts after being notified of a death. I provided copies of CIBC documents showing the $16, 000 asset as 'Estate of Bea' and also the EAT cheque the CIBC drew from Bea's account (now declared Joint). The CIBC response was that the CIBC would NOT investigate its employees' actions unless requested by the Estate Trustee. I then complained to the Banking Ombudsman who confirmed that Bank employees misallocating 10s of 1, 000s of dollars would only be investigated if requested by the Estate Trustee! So I've gone back to the children's party game of Telephone. I ask my lawyer to ask the Estate Trustee to have his lawyer contact the CIBC with my questions and the replies come back the same circuitous route. It is slow and expensive - and predictably the question/answer is often so distorted that I need to ask again. Another year has gone and there are still unanswered questions. However, the CIBC has 'found' the $16, 000. It is back in Bea's Estate (no explanation of course). The CIBC has also 'found' Bea's missing closed-out account which they now claim was Joint with Wes (no paperwork of course.) And so it continues. If Wes had lived, I suspect the RRIF paperwork would still be missing- but, even if I'm wrong, any money Wes recovered would have gone to pay lawyer's bills! The CIBC, the Completely Incompetent Banking Corporation.

We selected this card particularly for it's cancellation insurance coverage as we travel frequently. Little did we know that the one time we were really relying on it, we would be bitterly disappointed. After having to cancel a 2-week tour of China because my husband was diagnosed with a stage 3 cancer, we were informed that the maximum coverage with this card is $1, 000 per person. Today, October 13, is the day we were to leave on our marvelous vacation. Instead of this, we are stuck battling this sudden illness and are out-of-pocket for about $4, 000. Beware if you think you have sufficient cancellation insurance with your credit company. This could happen to you too!

On the 8/27/2015 my pay was added to my account, a total of $28, 189.95. I tried using my card over the weekend and it states that my card was blocked. $99.00 USD was taken from my account from Amazon unauthorized. I went to the bank on 31/8/2015, to get the issue that I was encountering with my card being blocked resolved. I was advised that an investigation has to be done. As it shows on there system that I withdraw the money. Bare in mind that my account was empty, all the money was taken from the account. There was not money left in my account! A representative at the bank advised me that the process takes up 5 weeks before I will be refunded my money. The five week has past and there isn't any updates about my money! This is ridiculous, I have bills that needs to be paid and I don't understand why I should be working for my money to have the bank take it from me. I need my money and I need it now or further actions will be taken

CIBC tells everyone "in-the-money" options are auto-exercised when in fact they deliberately DO NOT automatically exercise "in-the-money" options.

I got ripped off for over $ 1500 and now need to sue these turds in Supreme Court to recover what they openly stole from me.

I got charged multiple times for "balance-of-order" and the customer "service" is an offense.

Dopes suspended my account for returned mail while I was holding options and IT TOOK 9 DAYS to regain the ability to freakin sell.

These "people" are criminals whose business model is all about screwing you over as much as humanly possible.

Ranked 10th of 14 in Canada and that ranking is a compliment.

Go elsewhere if you value your money.

I bought the CIBC Money Market funds on MonayJune 16, 2014 and called back on Wednesday on June 18, and requested Raymond Chan, the rep of Investor's Edge to sell all the CIBC Money Market Funds and send the proceeds and close the account. He did nothing which caused financial loss, irritation and other risk. I called back today as I didn't receive the money and got Matt on the phone, with bad attitude and bad customer service, which is simply outrageous. Then the call was escalated to Archana Joshie, the Manager who had no idea what to do. She said, "Matt, the rep, is new in the job." What a non-professional comment from a Manager of a big Canadian bank. From my experience, I coached her at the end of the call how to listen to the call, get the important points and resolve these matters. Later, I left a message at Archana's vm to call me back. Still not reply from her. CIBC's customer service is simply outrageous and not acceptable at any level. It gave me a very negative customer service experience.

Be careful in investing in CIBC.

Aaron, I have issue with CIBC regarding Pre-authorise debit bounce back once. After one time bounce backt Bank neither contact me nor they send me mail regarding bounce back. Before that pre-authorise debit was not even bounce back. bank had my information, eg email, phone, address, etc. My mother pass away so i need to leave Canada ASAP so i went to branch and close all my account with CIBC just to save account keeping fee because according to my religion I cannot even drink water outside my house for a year. and I opened new account at TD Canada trust and hand over my direct debit forms to branch. CIBC tried once to direct debit from my TD account which was bounce back because I did not get chance to deposit money on time to TD. Once preauthorise debit bounce back CIBC never inform me neither they tried second time. After 7 month I received court order saying that they going to put my house for foreclosure, and now i am paying $ 6500 to lawyer and lots of extra interest and charges to bank. If they had informed me that preauthorise is bounced back i would suggest them to retry again because there was money available in my account. Once preauthorized debit bounce back, from next month CIBC stop using pre-authorise debit from my TD account, if they tried next month I would not suffer to pay huge Amount of $. Can any body suggest me bank has done right thing, only one time bounce back and never tried after nor inform me. I believe if pre- authorise debit bounce back three times then it automatically sto but i don't understand why one time bounce back stop my pre authorisation which i setup up before i left Canada. Any suggestion where I can complain to government agency regarding matter or CIBC complain section. Please provide me links so i can research, either cibc complain section or government agency who protect consumer. thank you.

I have a life and critical accident plan with CIBC. My husband was pinned in between two forklifts at work last year December 16, 2011 and fractured his right femur and tibia and had a big laceration on his right thigh. He needed emergency surgery at foothills hospital on December 17, 2011. He'd lost 4 liters of blood from the accident and had to get a blood transfusion. He got released from the hospital on December 24, 2011. He was bed ridden for almost 5 months unable to put weight on his right leg. We have filed a claim to CIBC and they have acknowlegded the injury. We have submitted all the documents they required. After 9 months of waiting they finally made their decision that his injury was not accepted by their 3 set standards which they have never mentioned when we purchased this plan. According to them, his foot works fine but the problem is he lost a range of motion on his knee and approximately 2.5 lbs of metal rods and hardware inserted through his bones from hip down to his ankle. By doctors and surgeon diagnosis he is permanently sedetary. Not recommended to return to his previous career. We have tried to appeal their decision but nothing happens because they said since he was not on a comma, or in ICU and his foot is fine they don't pay out. They didn't consider the fact that this is a critical injury, he could have died from bleeding and infection. My claim number is [protected]. Photos and proof are available upon request. Thank you very much for your time.

Sincerely,
Ada