President's Choice Financial
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President's Choice Financial services are provided by the direct banking division of CIBC.

President's Choice Financial MasterCard is provided by President's Choice Bank.

The PC points loyalty program is provided by President's Choice Services Inc.

daily banking

Choose from the most frequently asked questions below. We've divided the questions into four categories: (1) about President's Choice Financial® services, (2) our banking services, (3) online banking and (4) privacy and security.

1. about President's Choice Financial® services

2. our banking services

3. online banking

4. privacy and security

1. about President's Choice Financial® services


What's the relationship between President's Choice Financial services and CIBC?

President's Choice Financial services is a unique financial services offering. President’s Choice Financial services will be provided by the direct banking division of CIBC.

The President's Choice philosophy has always been about searching the world to bring consumers unprecedented value. Consistent with that philosophy, the President's Choice team searched the world to bring unprecedented value in banking to consumers. Thus, the President's Choice Financial services offering was born. Of course, it takes a bank to provide banking services. So the direct banking division of CIBC was engaged to provide President's Choice Financial banking products and services.

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Why is Loblaws interested in banking when it's best known for groceries?

When Loblaws discovered that many Canadians were unhappy with their current financial institutions, it believed it could develop something better. Sound familiar? It's the very basis of the President's Choice philosophy. Besides, Loblaws has already included pharmacies, restaurants and dry cleaners as vital aspects of its stores ... why not banking?

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Why did President's Choice Financial services partner with CIBC Securities Inc. for the mutual fund offer?

With President's Choice Financial services, the goal has always been to bring you unprecedented value in financial products and services. Continuing in this tradition, the team which brings you President's Choice Financial services has partnered with CIBC Securities Inc. to bring you a mutual fund offer that delivers the value you've come to expect. With approximately $3.5 billion in index funds under management, CIBC Securities Inc. offers you:

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Do you offer services for small businesses?

At this time we open individual or joint President's Choice Financial accounts in personal names only. Business accounts and/or non-profit organizations accounts have not yet been established.

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2. our banking services


Do I have to go to the grocery store to do my banking?

Not at all. You don't have to come to the store to bank with us, and you're not restricted to store hours to online banking. President's Choice Financial services are fully accessible online, over the phone or at a bank machine. That means you can bank 7 days a week, 24 hours a day.

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Can I only use President's Choice Financial® bank machines to access money in my account?

No. You also have free use of CIBC bank machines across Canada. That means you can do all your banking at President’s Choice Financial and CIBC bank machines. Please note some CIBC bank machines are not capable of accepting deposits.

You can also withdraw money from any other bank machine displaying the Interac® or PLUS* sign. Standard charges for use of non-President's Choice Financial or non-CIBC bank machines will apply. Remember, it's always free at President's Choice Financial and CIBC bank machines.

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Is my CIBC Securities Inc. mutual fund account accessible through President's Choice Financial bank machines?

CIBC Securities Inc. mutual fund accounts are not accessible through President's Choice Financial bank machines at this time.

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I notice some banks allow free withdrawals from any bank machine. What about you?

Although that sounds like a great service, you should take into consideration that other banks charge service fees. This is how they capture the cost of giving free withdrawal transactions. We do not charge service fees or transaction fees at President's Choice Financial bank machines and CIBC bank machines across the country.

Bank machine deposits are another point worth considering. Some banks limit deposit access to a small number of bank machines or by taking deposits by mail. You can deposit money into your President's Choice Financial account from any President’s Choice Financial or CIBC bank machine.

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How do I make a deposit?

You have 2 convenient options for depositing funds into your account:

  1. At a President's Choice Financial bank machine.
  2. At a CIBC bank machine.

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What is direct deposit?

Direct deposit eliminates the hassle of making your deposits manually. You instruct your employer, government agency or other banks to deposit the funds directly into any President's Choice Financial account. Plus, you get the convenience of immediate access to your money. To set it up, simply fill in a direct deposit form and give it to anyone from whom you receive regular payments. You can obtain a direct deposit form when you register for online banking.

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How soon are my deposits available?

Direct deposits into your President's Choice Financial bank account are available immediately.

Canadian dollar bank machine deposits will post to your account immediately but funds available are subject to a hold of up to 7 business days or your daily hold limit, as outlined in your product letter. We consider Saturdays, Sundays and national holidays to be non-business days.

We provide the following examples to assist you in determining when your funds will be available. If your daily hold limit that is stated in your product letter is 5 business days and you were to make a Canadian dollar deposit at the bank machine on a Tuesday, you will have access to these funds on the morning of the following Tuesday, assuming that there are no holidays between the deposit date and your access to funds date. If in this example, the Monday were a national holiday, you would then have access to these funds on the morning of the following Wednesday. Additional holds will apply for your non-Canadian cheque deposits. For details on all of these hold periods please refer to the Processing and Verifying Transactions section of your President's Choice Financial legal stuff brochure.

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Is overdraft protection available on my accounts?

Overdraft protection is available on the no fee bank account. You can qualify for limits up to $5,000. A minimum charge will apply when you use the service, in addition to a fixed interest rate on overdraft balances. If you use your overdraft, just bring your account balance over zero at least once a month.

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How much money can I access daily?

For your security in the case of a lost or stolen card, we place daily dollar limits on bank machine withdrawals and debit card purchases. Please refer to your product letter or contact a personal banking representative toll-free at 1-888-723-8881 for details.

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Can I make US dollar withdrawals and deposits?

You can withdraw US cash at any CIBC bank machine that has this feature. At this time, President's Choice Financial bank machines are not able to accommodate US cash withdrawals. However, you can request a US money order online or via the telephone which will be mailed to your home. You can deposit US cash at any President's Choice Financial bank machine.

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Can I withdraw money outside of Canada?

You can withdraw money from most bank machines outside of Canada. Charges for withdrawals through these bank machines are currently $3.00 per withdrawal. Some bank machines may levy additional surcharges. In addition, you will be charged the amount we are required to pay to buy the foreign currency, plus a fixed rate charge of 2.5% of the converted amount.

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How do I re-order cheques?

When you're starting to run low on cheques, you can re-order them online or call us at 1-888-723-8881. We'll put your new cheques in the mail right away.

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How do I re-order a bank card?

You can reorder bank cards online after signing in to online banking. We will replace damaged cards and one lost or stolen card per year, at no cost to you. However, replacing more than one lost or stolen card per year will carry an additional cost.

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What is a tax-free savings account (TFSA)?

A TFSA is a registered savings plan that allows taxpayers to earn investment income tax-free inside the plan. Contributions to the plan are not tax-deductible and withdrawals of contributions and earnings from the plan are not taxable.

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Who is eligible to open a TFSA?

Any individual (other than a trust) who is a resident in Canada and 18 years of age or older is eligible to open a TFSA, however, President’s Choice Financial is not currently offering TFSAs in the province of Quebec.

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How can I open the Tax-Free Interest Plus savings account?

You can open the Tax-Free Interest Plus savings account at any President's Choice Financial pavillion, by calling 1-888-872-4724 or online by selecting “accounts and products” from the top navigation and then “tax-free investment options.”

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How much can I contribute to a TFSA per year?

Each year you can contribute an amount up to your contribution room for the year. Contributions in excess of your personal contribution room will be subject to a 1% per month penalty tax.

After 2009, your contribution limit will be made up of 3 amounts:

  1. Each year you will be allowed to contribute at least $5,000 (this annual amount will be indexed to inflation and rounded to the nearest $500 on a yearly basis)
  2. Any withdrawals made in the previous year will be added to the contribution room for the year (other than withdrawals to correct overcontributions)
  3. Any unused contribution room from the previous year will be added to the contribution room for the year

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How will I know what my contribution room for a TFSA is each year?

Canada Revenue Agency will notify you each year on your Notice of Assessment, which you receive after you file your tax return (similar to the way Canada Revenue Agency notifies you of your RRSP contribution room).

Contributions in excess of your personal contribution room will be subject to a 1% per month penalty tax.

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Are TFSA contributions tax-deductible?

No. TFSA contributions are not tax-deductible.

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If I don't make a deposit into a TFSA in a given year, will I be able to use my unused contribution room in a future year?

Yes. There is no limit on the number of years unused contribution room can be carried forward.

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What happens if I contribute more to a TFSA than my contribution amount?

Excess contributions will be subject to a penalty tax as set by the Canadian government.

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How do I make a withdrawal from the Tax-Free Interest Plus savings account?

You can easily transfer funds from your Tax-Free Interest Plus savings account through telephone and online banking, or at any CIBC or President's Choice Financial bank machine. You cannot make a withdrawal from your Tax-Free Interest Plus savings account through bank machines or Interac® Direct Payment transactions.

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Will I have to pay tax on my withdrawals from a TFSA or pay withholding tax?

No. Funds are not taxable even when withdrawn (withholding tax does not apply).

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Do my contributions or withdrawals to/from a TFSA affect taxes payable or income-tested benefits, such as the Canada Child Tax Credit or Old Age Security?

No. They do not affect either taxes payable or federal income-tested benefits.

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Where can I get more information on TFSAs?

Please visit the Canada Revenue Agency website.

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How can I make payments on my low-cost borrowing or secured borrowing account?

There are a variety of easy ways to make your payments:

  1. Transfer funds from your President's Choice Financial bank account to your low-cost borrowing account each month:
    • online when you sign into online banking
    • over the telephone by calling 1-888-723-8881
    • using a President's Choice Financial or CIBC bank machine
  2. Set up automatic monthly payments from:
    • an existing President's Choice Financial bank account, OR
    • an account at another financial institution
  3. Write a cheque to yourself and deposit it into your low-cost borrowing account at any President's Choice Financial or CIBC bank machine.

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Are PC points offered on CIBC Securities Inc. mutual funds?

PC points are not available on CIBC Securities Inc. mutual fund products at this time.

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Are CIBC Securities Inc. mutual funds available to residents of Quebec or non-residents of Canada?

No. The special offer by CIBC Securities Inc. for customers of President's Choice Financial is not available in Quebec at this time.

CIBC Mutual Funds are also not available to non-residents of Canada. CIBC Securities Inc. must be licensed to sell mutual funds where the client resides. CIBC Securities Inc has no current plans to seek licensing outside of Canada.

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What fees are associated with CIBC Securities Inc. mutual funds accounts?

Each CIBC Mutual Fund pays its manager, Canadian Imperial Bank of Commerce, a management fee and is also responsible for its own operating expenses. You do not pay any sales charges, switch fees or redemption fees if you buy, switch or redeem units of CIBC Mutual Funds through CIBC Securities Inc. However, you may have to pay the following fees and expenses:

Fees associated with registered mutual fund accounts


Fees associated with registered and non-registered mutual funds accounts

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How does the management fee rebate for CIBC Securities Inc. mutual funds work?

With this special offer, you'll receive a management fee rebate of 10 basis points. The special management fee rebate is calculated as follows:

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Can a President's Choice Financial Prime Rate RRSP Loan be used to purchase CIBC Securities Inc. mutual funds?

No. The President's Choice Financial Prime Rate RRSP Loan cannot be used in conjunction with the CIBC Securities Inc. mutual fund offer at this time.

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Can a CIBC Securities Inc. mutual fund be held as collateral for a President's Choice Financial loan?

No. Customers cannot use their mutual fund units as collateral for a President's Choice Financial loan.

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Why can I only request a CIBC Securities Inc. mutual fund account open kit from the 'online banking' section of the President's Choice Financial web site?

The CIBC Securities Inc. offer is only available to existing customers of President's Choice Financial services. Only existing customers can sign in to 'online banking' as a valid bank card and password are required.

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What can I do to access funds in an emergency?

In an emergency, contact us toll-free at 1-888-723-8881. A Personal Banking Representative will help you.

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How do I open a bank account?

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How do I resolve my concerns with President's Choice Financial?

  1. Talk to us. We constantly strive for excellence in customer service, however, despite our best efforts, errors occasionally do occur. If you have a concern, let us know right away by:
    • calling 1-888-723-8881 and discussing the situation with one of our Personal Banking Representatives or a Team Leader
    • for President's Choice Financial Mortgages:
      Before Funding After Funding
      phone: 1-888-276-3744 phone: 1-888-866-0866
    • submit an easy online feedback form
    • writing to us at:
      President's Choice Financial
      P.O. Box 603, Stn. Agincourt
      Scarborough, ON M1S 5K9
  2. Contact our Customer Care Centre. If your concern is not resolved to your satisfaction by any of the above means, you can:
    • call 1-888-723-8881 and ask to be transferred to a Customer Care Manager, or
    • write to the attention of our Customer Care Centre at the address indicated above.
  3. Contact the CIBC Ombudsman. In addition to the course of action outlined above, as a Canadian banking customer, you also have the option of having an independent review to resolve your concern. If you feel the Customer Care Centre has not addressed your concern to your satisfaction, you may contact the CIBC Ombudsman directly by:
    • phone: 1-800-308-6859 (Toronto area: 416-861-3313)
    • fax: 1-800-308-6861 (Toronto area: 416-980-3754)
    • e-mail: ombudsman@cibc.com
    • mail:
      CIBC Ombudsman
      P.O. Box 342, Commerce Court
      Toronto, ON M5L 1G2
    Independent from CIBC is the Ombudsman For Banking Services And Investments (OBSI) whose purpose is to review your complaint when you cannot accept the decision of the CIBC Ombudsman. You can reach the OBSI by:
    • phone: 1-888-451-4519
    • fax: 1-888-422-2865
    • e-mail: ombudsman@obsi.ca
    • web site: www.obsi.ca
    • mail:
      Ombudsman for Banking Services and Investments
      P.O. Box 896 STN. Adelaide
      Toronto, ON M5C 2K3
    You can also contact the Financial Consumer Agency of Canada (FCAC). The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. The FCAC also helps educate consumers and monitors industry codes of conduct and public commitments designed to protect the interests of consumers. Federal consumer protection laws affect you in a number of ways. For example, financial institutions must provide you with information about their charges, interest rates and complaint handling procedures. For more information, you can reach the FCAC by:
    • phone: 1-866-461-3222
      1-866-461-2232, en français
    • web site: www.fcac-acfc.gc.ca
    • If you have a regulatory complaint, you can contact the FCAC in writing at:
      Financial Consumer Agency of Canada 6th Floor, Enterprise Building 427 Laurier Ave. West Ottawa, Ontario K1R 1B9
    The FCAC will determine whether the financial institution is in compliance. It will not, however resolve individual consumer complaints.

    If your concern involves a privacy issue, you can contact the Office of the Privacy Commissioner of Canada by:
    • phone: 1-800-282-1376 (Ottawa area (613) 995-8210)
    • fax: (613) 947-6850
    • web site: www.privcom.gc.ca
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3. online banking


I have never banked online. Is it difficult to do?

Banking online is very simple. Check out your guided tour to see just how easy it can be. Once you're set up, there's an extensive Help section if you have questions. You can also call us toll-free at 1-888-723-8881 between 7:00 a.m. and 12:00 a.m. local time if you need additional assistance. We're ready to help you.

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How secure is online banking?

Read all about our security information here.

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How do I register for online banking?

Once your account has been activated, simply select a password to register. Have your bank card with you and follow the instructions.

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What computer hardware, operating system, and software do I need to bank online?

When you access your President's Choice Financial accounts over the Internet, your browser is checked to ensure it meets our minimum security requirements. You can protect yourself online by using an up-to-date browser with the most recent security updates. To access President's Choice Financial online accounts, please ensure you are using one of the supported browsers that use 128-bit encryption. Modems less than 28.8 kbps will experience slow performance.

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How far in advance should I schedule my online bill payments?

Though most companies accept the date on which the bill is paid from your account as the date on which they received payment, some require an additional day or two to process your payment. Therefore, you may want to schedule your payment 2 to 3 days before the due date to ensure it arrives in time.

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My friend opened a new account and did not mail in a cheque, or show ID. Why do I have to?

Depending on when your friend became a President's Choice Financial customer, our account opening procedure may have been different at that time.

If your friend was already a customer and recently applied for another account or product, they would not be required to verify their identity again.

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Can I use a cheque from a joint bank account to verify my identity?

Yes. As long as your name appears on the cheque, and it is signed by you.

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I've sent in a cheque to verify my identity. How long until my account is opened?

From the time the cheque is mailed, it can take up to 2 weeks until your account is activated.

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I've applied for an account or other product online. Now what?

If you are already a President's Choice Financial customer (and you applied when you were signed in), you can check the status of your application online by signing in to online banking and selecting the view status link. You will also receive a confirmation letter to let you know that your account is ready.

If you are a new President's Choice Financial customer, you will receive either a welcome kit, or a letter with further instructions.

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What is an INTERAC email money transfer and what do I need to use the service?

An Interac email money transfer is a way to send and receive money electronically, 24 hours a day, 7 days a week. It allows you to send money securely to almost anyone with an e-mail address and a Canadian-dollar bank account at a Canadian financial institution.

You will need to be registered for online banking in order to use this service. You will also need the recipient’s e-mail address and a security question and answer.

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How do I send an INTERAC email money transfer?

Sign in to online banking and select “email money transfer” from the left-hand navigation. Follow the on-screen instructions to complete the transfer.

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What are the fees for INTERAC email money transfer?

The fees for INTERAC email money transfers are detailed in the Terms and Conditions on President’s Choice Financial INTERAC Email Money Transfer Service

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Which financial institutions participate in the INTERAC email money transfer service?

The following financial institutions participate in the INTERAC email money transfer service:


Customers at non-participating Canadian financial institutions cannot send INTERAC email money transfers and cannot use online banking to receive them. However, they can receive and deposit the transfers using the CertaPay process.

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Which bank accounts can be used for sending and receiving an INTERAC email money transfer?

The following President’s Choice Financial accounts have access to the INTERAC email money transfer service:


Mortgage accounts and credit card accounts do not have access to the service.

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Is there a limit on how much money can be sent or received?

Each individual transfer must be for a minimum of $10 and a maximum of $2,000. The limits for sending INTERAC email money transfer are as follows:


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How can I get more information on the status of an INTERAC email money transfer?

Sign in to online banking and select “email money transfer” from the left-hand navigation menu. Then select “EMT status” to see a list of transactions and links to the current status of each.

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How can I view INTERAC email money transfers I have sent?

Sign in to online banking and go to the “email money transfer” page, then select the "EMT status" link to view current and previous transfers.

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What is the difference between a stop payment and a reclaim INTERAC email money transfer?

A stop payment occurs when the sender chooses to stop the payment; the sender will be charged a fee for this request.

A reclaim email money transfer occurs when the INTERAC email money transfer is undeliverable for one of following reasons:


When the email money transfer transaction cannot be completed, the funds are returned to the sender. No fees are charged for reclaiming email money transfers.

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What is the difference between a failed transfer and a declined transfer?

A failed transfer occurs when the recipient is unable to answer the security question. A declined transfer occurs when the recipient has answered the security question but chooses to decline the transfer.

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What is a security question?

A security question is a security feature to verify a recipient’s identity. This question will appear on the recipient’s INTERAC email money transfer, and the recipient must answer it correctly to deposit the transfer.

Once a security question and answer are defined, the sender must contact the recipient and inform him/her of the exact answer. For security reasons, a method other than e-mail should be used (e.g., telephone the recipient). The security question and/or answer must not be included in the optional message attached to the INTERAC email money transfer.

If the recipient can’t provide the correct answer, the recipient won’t be able to deposit the transfer. The sender will be notified by e-mail and given instructions to reclaim the INTERAC email money transfer back into his/her account once the transfer has expired.

If both the sender and recipient have forgotten the security answer, the sender can make a stop payment if he/she does not wish to wait for the transfer to expire. The sender will then have to send another Interac email money transfer with a new security question and answer.

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What are the guidelines for the security answer?


The security question and/or answer must not be included in the optional message attached to the INTERAC email money transfer.

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Can I send money in different currencies?

INTERAC email money transfers are only available in Canadian currency, and you cannot send money to, or receive money from, bank accounts outside of Canada

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Can a sender request a stop payment on an INTERAC email money transfer after it has been sent?

Yes. A sender can request a stop payment through the “EMT status” page at any time before the recipient has claimed the transfer (including answering the security question).

The sender will be bound by any additional terms that are presented at the time of the stop payment request. If the stop payment is successful, the amount of the transfer will automatically be deposited into the account indicated by the sender and a fee will apply.

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Can I access the INTERAC email money transfer service when I am abroad?

Yes. Senders and recipients may use INTERAC email money transfers anywhere in the world, as long as they can access President’s Choice Financial online banking and have the appropriate Canadian-dollar bank account.

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4. privacy and security


Is my money secure with President's Choice Financial services?

We are committed to taking good care of you and your money. With President's Choice Financial services, your deposits are held by CIBC, a member of the Canada Deposit Insurance Corporation. That means your money is as safe as it would be in any other major bank. If you would like further information on CDIC, you can contact them directly at 1-800-461-CDIC (1-800-461-2342) or visit their web site at www.cdic.ca.

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What is your privacy policy?

You can read about President's Choice Financial's privacy information here.

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What is personal verification?

As an extra security measure, President’s Choice Financial will occasionally require that you answer one of your personal verification questions to confirm your identity when you sign on to online banking. The answers to these questions are as important as your online banking password and your bank machine PIN, so make sure you remember them and do not disclose them to anyone.

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How does personal verification work?

All you have to do is think of 3 questions and 3 answers. You enter the questions and answers on the personal verification page, found under “special requests” in online banking, then select “send request”. The next time we need to confirm your identity or you forget your online banking password, we will ask you your personal verification questions.

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What questions should I use for my personal verification questions?

Use questions to which only you would know the answers. At the same time, make sure you don't use questions so obscure you won't remember the answers a few months from now. Use letters and/or numbers in your questions and answers (at least 4 characters) — do not use symbols or punctuation marks.

You will have the option to create your own questions or select them from the following list:

Don't use questions and answers that somebody else could guess, like your name or that of any close friend or relative. Do not share your personal verification question answers with anyone, and do not disclose them in any e-mails. Giving your personal verification question answers to another person or company places your finances and privacy at risk.

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How do I change my personal verification questions?

  1. Sign on to online banking and select “special requests”.
  2. From under “your information”, select “personal verification questions”.
  3. Set up your new personal verification questions and answers and select ”send request”.
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What do I do if I forget my personal verification questions or answers?

You will need to reset your password by contacting us at 1-888-723-8881. After verifying yourself, press 5 to select the online banking option from the main menu of the automated system and follow the prompts. Once you have reset your password, you will need to re-register for online banking and create new personal verification questions and answers.

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What is the green device on the bank machine?

It's a card reader which helps prevent others from obtaining your bank and/or credit card information through illegal devices or practices at a bank machine. It's an extra step we've taken to ensure your privacy is protected

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How does the green card reader on the bank machine affect my banking?

Your cards and banking transactions will be better protected but the device itself will not affect the way you do your banking.

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What's the difference between my online password, telephone password and bank machine PIN?

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What can I do to ensure my online banking account information is safe?

Visit our security section for additional information about what you can do to protect yourself online

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How do I change my passwords?

Online banking password — sign in and select "Special requests" from the menu. Click on "Password change" and follow the directions on the screen. You can also reset your online banking password using the personal verification questions and answers you previously provided.

Telephone banking password — call us toll-free at 1-888-723-8881, and a Personal Banking Representative can assist you in changing your telephone password.

Bank machine PIN — you will receive your President's Choice Financial PIN in the mail. Should you wish to change it, you can do so at most CIBC bank machines.

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What do I do if I forget any of my passwords?

If you forget your online banking password, you can reset it by answering your personal verification questions. This is a convenient way for you to reset your password without even picking up the telephone.

If you haven't set up your personal verification questions and answers, please contact us at 1-888-723-8881 to reset your password. After verifying yourself, press 5 to select the online banking option from the main menu of the automated system and follow the prompts. Once you have reset your password, you will need to re-register for online banking.

For assistance with all other passwords, please contact a Personal Banking Representative toll-free at 1-888-723-888.

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What should I do if my President's Choice Financial® bank card is lost or stolen?

If your bank card is lost or stolen, call us immediately toll-free at 1-888-723-8881.

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How do I clear my browser cache?

To clear your browser's cache, follow these instructions.


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important information about CIBC Securities Inc. and CIBC Mutual Funds

®™ PC, President’s Choice, President’s Choice Financial and Fresh Financial Thinking are trademarks or registered trademarks of Loblaws Inc. CIBC licensee of marks.

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† President's Choice Financial services are provided by the direct banking division of CIBC.

President's Choice Financial MasterCard is provided by President's Choice Bank.

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