Complaints

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

close

Find a Location

City National Bank of WV has 52 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  City National Bank of WV

  25 Gatewater Rd Cross Lanes, WV 25313-1408

• 

  City National Bank of WV

  1216 JOHNSON AVE BRIDGEPORT, WV 26330

• 

  City National Bank of WV

  300 WEST MAIN ST CLARKSBURG, WV 26301

• 

  City National Bank of WV

  324 ELK ST GASSAWAY, WV 26624

• 

  City National Bank of WV

  101 SECOND ST SUTTON, WV 26601

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.

• Initial Complaint

  Date:07/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had a bank account here for years . It’s not supposed to allow overages. They have hit me with 2, 36 dollar charges because they have returned items in the last 2 weeks I have requested that they close my account I have moved all of my direct deposit to another bank . They just charged me 36 dollars again this morning . I just want the account closed and brought out of the negative because it’s going to affect my credit score.

  Business Response

  Date: 08/06/2024

  Dear Sir or
  Madam:
  
  In response
  to the above referenced consumer complaint filed with your office, we have
  conducted an investigation and will share our findings:
  
  Mr. and Mrs.
  ******* are long-time customers, opening the account in question with City
  National Bank’s Princeton Office February 6th 2018 as a Bounce Bank
  Checking account. 
  
  As such,
  managing employees from the Princeton Office have made several attempts to
  contact Mrs. ******* to discuss the fees in question, the account in question
  and products that may better suit Mrs. *******’s needs, leaving messages
  requesting a return response with each attempt.
  
  As a courtesy
  to Mrs. *******, the requested refund of $72 has been credited to the account
  involved and we continue to look forward to discussing these concerns and a
  hopeful resolution soon.
  
  Thank you for
  the opportunity to respond to Mrs. *******’s complaint.  If you have further questions or need
  additional information, I may be contacted by calling ***** ******** or in
  writing at the address noted below.
  
  Sincerely,
  
  Sheila
  D******
  First Vice
  President
  Branch
  Operations Manager

• Initial Complaint

  Date:07/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My money has been stolen from my account since February. I opened the account in January. They cancelled my debit card 3 times but will not reimburse me. I filed a police report and reported that it was only until the other day that I was told that the thief must have my routing numbers and that I would need to file a police report. I reported it three times since February but nobody would help me. They said they would take care of it for me the first time but when I went back in about it they had no clue what I was talking about. Since I have reported three times without a resolution I would like all of the money that has been stolen from me since February. The charges are to Amazon and Apple. I’ve reached out to them and my bank is actually responsible for someone gaining access to my bank information not Amazon or Apple. I supposed to go back to the county police department on Wednesday . One officer said the bank is in fact responsible. My bank also tried to blame ****** *** ***** for the charges.

  Business Response

  Date: 07/12/2023

  Better Business Bureau

  RE:       **** ******
  
              **** *********

  To Whom It May Concern:
  

  In response to the above referenced consumer complaint filed with your office, we have conducted an investigation and will share our findings:
  

  In reaching out to for our branch staff to investigate, I found several branch employees have attempted to work with Ms. ****** concerning her account and the transactions she has questioned:
  

  • Morgan *****, Regional Manager for City National Bank’s Allegheny East Region, recalls speaking directly with Ms. ****** over a month ago at which time she attempted to help her file disputes for the contested transactions.Unfortunately, Ms. ****** could not provide a detail of which transactions were authorized vs. which transactions were not authorized.Mrs. ***** offered to print an account history for Ms. ****** so that Ms. ****** could mark the unauthorized transactions, but Ms. ****** became frustrated and ended the conversation.Mrs. ***** followed up with a call to Ms. ****** and left a message requesting a return call so that the disputes could be filed, but Ms. ****** never returned the call.
  • Kayla *****, Personal Banker for City National Bank’s North Lewisburg Office, spoke with Ms. ****** by phone 6-23-23.Ms. ****** explained that her information had been compromised and that she wanted to open a new account due to fraud.Ms. ***** explained the account opening process and explained that given the situation she could file disputes for the unauthorized transactions.Ms. ****** stated that she would be in to open an account the following Monday.When Ms. ***** realized Ms. ****** didn’t come in, she called Ms. ****** and left a message requesting a return call.To date, Ms. ****** has not returned the call.
  • Amanda *******, Branch Manager for City National Bank’s North Lewisburg Office, also recalls a very similar circumstance with Ms. ****** approximately a year ago.

  Pursuant to this complaint, Morgan ***** once again attempted to reach out to Ms. ****** by telephone at the number we have on file and at the number listed within the complaint, leaving messages at both requesting a return call.  Mrs. ***** also emailed Ms. ****** at the email we have on file.  To date, Mrs. ***** has received no response.
  

  Thank you for the opportunity to address Ms. ******’s complaint.  If you have further questions or need additional information, I may be contacted by calling (304) 769-1119 or in writing at the address noted below.
  

  Sincerely,
  

  Sheila *******
  

  1^st Vice President

  Branch Operations Manager

  25 Gatewater Rd

  Cross Lanes, WV  25313

  Thank you

   

       

   

• Initial Complaint

  Date:06/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am a current customer of City National Bank. My husband and I have paid off 2 mortgagees, and a ***** loan. We have a joint account for rentals as well as an additional 3 mortgages for rental homes. My husband also has a small personal account. In May, 2023 this bank reported a late payment on two of the mortgagees of 30 days. This was a complete oversight and when brought to our attention, it was paid immediately. City National Bank reported this late payment to the credit bureau, which resulted in an immediately 69 point drop in my personal credit. I didn't realize this adverse report until paying a credit card bill and by chance checked my credit rating; I was devastated. This late payment is NOT a fair summary of payment performance. Before this negative report, my credit was above 740. Today my credit was 671. After YEARS of good credit, I now have a marginal score. I have attached what I took from my credit card Credit Wise/ TransUnion Credit report that directly correlates the City National report to my plummeting credit score. Suppose the bank set forth to punish it's customer, and it's certainly succeeded. Everything that I purchase from a car (if i can even get a loan now) to insurance will cost more. And what's worse than this is that I'm still a current customer. Can't exactly move a mortgage, though I'd like to. This bank is making money from me, has made money off of me and will continue to profit from me with my business; they haven't lost any money on any of my accounts., THEY DON"T CARE. I'm sure that they bank will have a massive defense on this action, I'm sure that we violated some company policy and I'm also sure that some bank representative will reach out to tell me how they're right and we've made the bank suffer some consequence and that I should know better. The bank did make a positive report to TransUnion a month after the negative one, but it didn't make any difference. Too little too late. Damage done.

  Business Response

  Date: 06/09/2023

  To Whom It
  May Concern:
  
  In
  response to the above referenced consumer complaint filed with your office, we
  have conducted an investigation and will share our findings:
  
  Per the loan contract for Charles
  and Joanna ******** **** *********, a $50 annual fee was assessed against the
  account on January 27,2023 and a statement to that effect was mailed to the
  customers.
  
  According to City National Bank’s
  collection department records, Mr. or Mrs. ****** reached out to express they
  had not received a statement to that effect and requested a removal of the credit
  bureau reporting that resulted from the late payment of that annual fee.
  
  Our records indicate that per Mr.
  or Mrs. ******’s request, the record of late payment was removed from this
  account on May 1st 2023.  This
  removal will also update within the customers’ credit bureau report, but may
  take 30-45 days.
  
  All other loan accounts for Charles
  and Joanna ****** have been reviewed and no others reflect any late payment
  statuses.
  
  Thank you for the opportunity to address
  Ms. ******’s complaint.  If you have
  further questions or need additional information, I may be contacted by calling
  ***** *******9 or in writing at the address noted below.
  
  
  Sincerely,
  
  Sheila *******
  1st Vice President
  Branch
  Operations Manager
  25
  Gatewater Rd
  Cross
  Lanes, WV  25313
  

• Initial Complaint

  Date:05/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  It started last year when $1600 come out of my account when nothing at all was supposed to come out of my account until I went in to the bank but somehow they let a business take out the money anyways and when called to try and have something done over it they said nothing could be done just put that money even called corporate they said had to work with my local branch which already said was nothing I could do now I know they could have disputed it but wouldn't so now a year later almost to the day or at the least same month I have over 5k come up missing noww when checked about it and found out where it went to the same places as last year and get the same scenario nothing they can do now BS so called corporate same thing have to deal with local branch which I'm legally blind can't drive whatever I can clearly see something else other than customer service is going on here either the branch manager and her sidekick who was fired from a different bank in the local area for missing moneys are either pocketing the money and don't want caught in the act or are just flat out lazy and disrespectful I mean I've bank at this bank since I was 18 now pushing 60 and blind and they just want to take advantage of people they think won't notice or can't seem to get anywhere to do anything about it but there's been more than this come up short in my other accounts as well already since my brother passed and left a life ims policy to me it's been one thing after another ther and I can't get anywhere with nobody from City National at all corporate or local branch to even file a dispute over it and I have been in the bank several times for nothing but put off til they saily time is up on being able to do anything now trying the same crap and I need someone to help me because I'm sure I'm not the first or the last that these crooks are or will be doing this too all I want is the money put back because I can't even buy a plane ticket without them shutting my account down let alone 5k

  Business Response

  Date: 06/02/2023

  Thank you

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  5/10/2023 tried to get pre approval for an auto loan
  
  They then pull my credit report and after that decide they need pay statements. Sent those in. Then they say they need the final bill of sale.
  
  
  This is not a pre approval as I was told by branch manager Lisa ******* this is a trap to get someone to take a loan instead of having their credit hurt further by having other hard pulls done.

  Business Response

  Date: 05/16/2023

  Mr. ******* did apply and indicate that he wanted a pre-approval on a car loan however he did supply specific collateral on the application.  There was an underwriting need to ask for more information and the resulting additional information prevented us from granting a pre-approval or regular approval however, we did not pull Mr. *******'s credit report multiple times or do anything that would harm his credit.

  We strive to meet all our applicants credit needs but unfortunately were unable to assist Mr. *******.

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  This solution does nothing to correct that my credit was hard pulled from the beginning of the loan which did negatively impact me when I went to secure financing elsewhere. It also does nothing to solve the fact that they are not doing what a pre approval does and are trapping people by fully have to submit for a loan before knowing a decision. The correct response would have been no you are not pre approved. 
  
  
  
  Regards,
  
  
  
  Kyle *******

  Business Response

  Date: 05/31/2023

  We apologize if there was any misunderstanding about your request for credit.  The request for a credit bureau report is standard procedure for pre-approval or regular request for consumer credit.  That should have been explained by the banker assisting you.  We weren't able to provide an approval and did ask for more information in hopes the data would allow us to approve the request.  It's unfortunate we weren't able to meet your needs.

  We did only make one request for you credit bureau which is required for any consumer loan request including pre-approvals. I will speak to the banker that assisted you and ensure they are properly explaining the process.

   

  Again, I apologize if there was any miscommunication.  

• Initial Complaint

  Date:04/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 been using City National Bank of WV for almost 8 years now. Within those years, my debit card information has stolen multiple times (way more than it should). Customer service is a joke and will you a runaround when you get in contact with them. It took multiple attempts to have my account set to not allow overdrafts. Over the last 6 months, City has let overdrafts occur, then will charge me multiple bank fees afterwards. I have paid over $300 in bank fees within that timeframe. I am a full time student that is only able to work part time at the moment and most of my paycheck is going to them to pay fees that shouldn’t have occurred in the first place.

  Business Response

  Date: 04/19/2023

  To Whom It
  May Concern:
  
  In
  response to the above referenced consumer complaint filed with your office, we
  have conducted an investigation and will share our findings:
  
  Ms* ******* *******, Branch Manager
  for City National Bank’s Buena Vista Office, reached out to Ms. ****** on April
  14th 2023 to discuss the complaint and work toward a resolution.
  
  Upon speaking with Ms. ******, Ms.
  ******* explained that with the checking account product and Overdraft
  Protection programs she was enrolled in, a fee would be assessed any time a
  check, ACH or recurring debit card transaction presented against the account and
  funds were not available; and that this would occur whether the item was paid
  or returned.  Ms. ******* further
  explained that City offers a product, our Checkless Checking Account, that
  offers no Overdraft Protection and assesses no Overdraft/NSF fees.  With this account all items that present
  against the account when funds are not available would automatically be returned
  and no fees would be assessed.
  
  Ms. ****** was happy to learn of
  this product being available and elected to change her checking account product
  to the Checkless Checking Account.
  
  Ms. ******* also discussed the 5
  fees assessed against Ms. ******’s account in the last 6 months, offering to
  refund all.  Ms. ****** was overall
  satisfied with the resolutions offered.
  
  Thank you for the opportunity to address
  Ms. ******’s complaint.  If you have
  further questions or need additional information, I may be contacted by calling ***** ******** or in writing at the address noted below.
  
  
  Sincerely,
  
  ****** *******
  *** **** *********
  ****** ********** *******
  ** ********* **
  ***** ****** **  *****

• Initial Complaint

  Date:11/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Around July 14 2022 I deposited a check the amount of 2811.42 into my account... the check was made out to my mother Nancy **** she endorsed the check to me it was from the US treasury.. I deposited it into my account the funds were made available I withdrew 1,000.00 to pay bills for my mother who was at the hospital with my sister on life support... the rest of the money was for me to take care of the house and kids. They put a freeze on my account.. the local branch is confused onto why the freeze is still in place. We have done everything they asked my mother going to the branch showing ID saying it wasn't fraud she gave me the check...at this point the bank should have released the funds.. Mary ******* said she would not release the funds to me because she doesn't like the way I spend my money. This is not up to her or any business of hers. The banks job is to hold my money till I decide what to do with it.. I was offended by her remarks and the fact that because of the freeze on my account I'm not able to cash pay checks or other things needs done.. The local branch has told me thus is absolutely not the best way to go about making sure I save money. And if it was up to them they would release funds. Mary ******* said for my mother to come back to the branch again and she would give her a cashiers check.. but the money is no longer my mother's it was given to me... all I'm asking is the account be unfreeze and I will close my account if need be..

  Business Response

  Date: 12/12/2022

  To Whom It
  May Concern:
  
  In
  response to the above referenced consumer complaint filed with your office, we
  have conducted an investigation and will share our findings:
  
  On July 14th, 2022 a US
  Treasury check made payable to ***** ****, in the amount of $2811.42, was
  deposited into an account owned by **** ******** individually.  Upon review of the deposited item, there was
  a question concerning the endorsement on the check so a hold was placed on the
  account to ensure funds would remain in the account until the issue could be
  resolved.
  
  City National’s security & fraud
  department worked to obtain direct contact with Ms. ******** and Ms. ****, but
  that was never achieved, causing the endorsement to remain in question and the
  hold to remain in place.  Since then, the
  security issue has in fact been resolved.
  
  I spoke with Ms. ******** directly
  today to discuss issue and informed her that the hold has been removed from the
  account.
  
  Thank you for the opportunity to address
  Ms. ********** complaint.  If you have
  further questions or need additional information, I may be contacted by calling
  ***** ******** or in writing at the address noted below.
  
  
  Sincerely,
  
  ****** *******
  1st Vice President
  Branch
  Operations Manager
  ** ********* **
  Cross
  Lanes, WV  25313

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The date was today which is october 7th 2022. A worker by the name of Jennifer **** withdrew $135 from my account due to my husband being overdrawn on a closed account. After calling to set up some sort of payment arrangement, as soon as they got off the phone, she took more money out with caused us to not be able to pay rent. It’s was an additional $273. She had no right to take additional money out while. Payment plan was being arranged. She did this out of spite. I spoke with her boss by the name of Nona *******(last name spelling ohh the off) and she said there is nothing she can do. She said her boss (Mary) would say the same thing and refused to let me speak to her. As you can tell I am very angry and want that money back and we can set up some sort of payment arrangement as we have received no notice of this.

  Business Response

  Date: 10/21/2022

  Better
  Business Bureau
  1434
  Cleveland Ave NW
  Canton,
  OH  44703
  
  
  RE:       ****** *****
              **** *********
  
  
  
  To Whom It
  May Concern:
  
  In
  response to the above referenced consumer complaint filed with your office, we
  have conducted an investigation and will share our findings:
  
  Ms. ****** ***** *** *** ****** ****** opened their jointly owned checking account
  ******0059 April 30th 2021.
  
  At that
  time Mr. ****** also owned checking account ******1738 in his name solely.  This account remained satisfactory until May
  2nd 2022 when it became overdrawn and maintained that overdraft
  status until it charged off July 5th 2022.
  
  Per the terms and conditions associated
  with both accounts:
  
  City
  may (without prior notice) set off the funds in this account against any due
  and payable debt
  any
  of you owe us now or in the future.
  
  After many attempts to collect on
  or make arrangements with Mr. ****** concerning his charged off checking
  account, City exercised this right to set off. 
  
  If you
  have further questions or need additional information, I may be contacted by
  calling ***** ******** or in writing at the address noted below.
  
  
  Sincerely,
  
  ****** *******
  1st Vice President
  Branch
  Operations Manager
  25
  Gatewater Rd
  Cross
  Lanes, WV  25313