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Business Profile

Banking Services

City National Bank

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Banking Services.

Complaints

This profile includes complaints for City National Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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City National Bank has 37 locations, listed below.

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 21 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/25/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Interest charges on purchases that were not clearly listed on monthly statementI have made several purchases w/ promotional deferred interest. The bill clearly states what I need to pay and the date deadlines. Unbeknownst to me, I was charged for my yearly Geek or ************* And ************* did not do anything dishonest, they just appeared to hide this charge and not clearly spell it out that I was required to pay a certain amount which is not on a promotional balance in order not to pay any interest fee. That is all ok (a little sneaky), but they did not do anything improper. What I do not understand is that I made a call and spoke w/ a ************* representative and I specifically asked what I needed to pay in order not to incur an interest charge the next pay period (it can be confusing w/ several promotional deferred balances. The representative provided me w/ specific amount and I paid itThe next months bill I was still charged interest. Not much, but it is the fact that I was given a specific amount to pay and I did pay it on time and I was still charged interest. The last ************* representative that I spoke with could not understand my complaint.

      Business Response

      Date: 09/25/2023

      The complaint appears to be for CITIBANK not City National Bank (CNB). A review was completed and CNB does not have a client by this name with the address provided. Please verify the complaint was tracked to the correct company. If so, please provide a copy of the billing statement for review. 

    • Initial Complaint

      Date:01/23/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In accordance with the Fair Credit Reporting act. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC ****. 15 U.S.C **** section 602 A. States I have the right to privacy.15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions In accordance with the Fair Debt Collection Practices Act. Debt collectors are not allowed to communicate with me under the 15 USC 1692C Account# ********

      Business Response

      Date: 01/27/2023

      City National Bank is unable to locate the complainant as a former or current client. As of this date CNB will consider the matter closed. If the complainant believes we are the correct CNB, we request the complainant to forward a copy of the credit report for further review.
      See Attachment/File: Burks_Response_BBB_1139386.pdf

    • Initial Complaint

      Date:01/20/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have called numerous times requesting copies of my billing statements from December 2019 to June 2022, and we have not been forwarded this information. We believe we are being charged for purchases we did not make. Also we have been told there is a third person on our account which is incorrect. This problem has gone on far too long, and we are anxious to settle this complaint. Thank you in advance for any assistance you can be to me.

      Business Response

      Date: 01/26/2023

      Business Response /* (1000, 5, 2023/01/24) */
      CNB is unable to locate a client with this name or address. As of today CNB will consider the complaint closed. For CNB to review further, a copy of the credit report will need to be provided.


      Consumer Response /* (3000, 7, 2023/01/24) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      The E- mail I got from City National Bank reviewed our records and are unable to locate you as a client or former client..

      Then why did I have to cancel out the visa card which had their name on it .To stop a *** person from using it ...My checking account showed were I payed ********* dallors on my bill ..Now the bill said I owed **** ****** dallors which I had nothing to show I got the very little purchases,,someone else did ..So I still need help with this ...I also sent City National Bank explaining this problem ,,,So please look into this for us ,,,,Thanks ***** ****


      Business Response /* (4000, 9, 2023/01/25) */
      City National Bank an RBC Company is unable to locate a former or current client using the name/address provided. To ensure we are the correct CNB, please submit a copy of the credit report showing the reporting for the card in question.


      Consumer Response /* (4200, 11, 2023/01/26) */
      I contacted cardmember service which hold the city national bank bill statements, and Purchases, and Transactions .

      And going to try to find my statements from Dec.2019..to the end of June 2022..and mail them too me ..So we can look at it all so we can maybe see what happen ..That person said it could take 7 to 10 working day before it will get to my home ..

      Like I told the cardmember service I been dealing with the city national bank for over 23 years and someone as make a mistake on all things we have taked about , even the City National Bank headquarters.

      So Please help me keep this case open until I can find out everything I need to know ,,

      The Interest has cause this problem has builted up a lot ,if the cardmember service started helping me like they should do with every person ,,Then this problem could have been fixed by now ..

      Plus this problem has cause my wife to not be able to sleep and cause a lot of stress which she had to increase her med's to help her nerve problem ...Cardmember service cause this by not helping me , its been from June 2022 up tell last night before anyone started to look into this for me ..

      Again please keep this case open until I contact you otherwise

      Thanks

    • Initial Complaint

      Date:01/03/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had $982.50 amount sent from ***** to my bank account. The following day, its 425pm and they have held my money hostage. it does not show pending on my account when I sign in.
      Ive called twice and the first one, the rep asked me how much my rent was which is unethical. give me my money. No one can tell me when it will be available. I need the money which is why it was sent through *****. They refuse to allow me to access the money.

      Business Response

      Date: 01/19/2023

      Business Response /* (1000, 5, 2023/01/05) */
      ***** of ******* was received to the account ending in **** on January 3, 2023 and was credited on the same day.

    • Initial Complaint

      Date:10/08/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I use a City National Bank Cash Back card. I have earned $14.41 in cash rewards. CNB will not send me the cash. They will only credit my account in increments of $50. I believe 'Cash Back' is a misleading title for this card. I want the cash back.

      Business Response

      Date: 10/21/2022

      Business Response /* (1000, 5, 2022/10/21) */
      City National Bank can confirm per the terms and conditions provided to the client at the time of account opening, that the cash back earned may be redeemed at any time in ****** increments, provided that at the time of redemption the Program has not been suspended or terminated and the account is in good standing. A full copy of the terms and conditions are included as an attachment with the letter being provided to the client.

      As a valued client, CNB values the feedback provided. As of October 18, 2022 the total rewards earned is ******* The amount has not reached a *** increment and is unable to be redeemed. As a onetime courtesy, a check will be mailed to the address on file for the ****** cash back rewards earned. CNB spoke with the client on October 18, 2022, and the client now has a better understanding of how the cash back program works and requested to keep the card open knowing all future cash back rewards will need to be redeem under the terms and conditions provided in the disclosure.


      Consumer Response /* (2000, 7, 2022/10/21) */
      Resolved. Thank you

    City National Bank is NOT a BBB Accredited Business.

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