@Oldfartrant @PapyrusBrigade nitpick, but Simplii is just a flank brand of CIBC, not even a separate bank like Tangerine/Scotiabank.
Be sure to follow up with their ombudsman if you get nowhere with the branch: https://www.cibc.com/en/about-cibc/corporate-responsibility/service-commitment/resolving-your-complaints.html