Consumer complaint received 2020-02-08
Company: CITY NATIONAL BANK
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
1. In early XX/XX/XXXX, I called in to closed my City National Bank ( CNB ) credit card account. I was asked to pay off the outstanding balance immediately. Over the phone, I paid through bank ACH. CNB service representative confirmed that the balance had been paid off. I asked for a copy of last statement. CNB representative agreed to provide. I also told her that if theres any other bills posted later, just send me the bill and I would take care of it. 
2. I never received the last statement, but did received a letter confirming that the account was closed, and theres nothing I need to do if the outstanding balance was paid off, which was what I was led to believe. 
3. On Friday, XX/XX/XXXX, XXXX XXXX XXXX, assistant VP, relationship manager from CNB, called me out of blue and said that there is outstanding balance unpaid. I asked for details. She didn't have them, but said that she had requested from other department and would email to me soon on the same day or next business day. 
4. I did not received any email from her. After a week on Friday, XX/XX/XXXX I call her to follow up. During our phone conversation, she forwarded me the missing statements from last three months. This was the first time I received them. 
5. According to the XXXX bill, theres a charge of {$260.00}. She explained that its likely that the charge was posted after I paid off the then outstanding balance {$420.00}. On XXXX bill, CNB charged me an interest fee of {$2.00}. On XX/XX/XXXX bill, CNB charge me another interest fee of {$2.00}, in addition to a late charge of {$15.00}. The total outstanding balance is {$280.00}, due XX/XX/XXXX. 
6. Its important to reiterate that I have never seen these bills before, therefore can not be responsible for the late payment. CNB never delivered the statements to me in any format until our second conversation. XXXX XXXX recognized this fact and explained that its because that the account had been closed. We agreed that Im only responsible for the initial charge of {$260.00}, and she would remove the late fee and interest charges. She also agreed to revise the bill then send me for my payment process. 
7. XXXX XXXX also said that she had request physical copies of these bill to be mailed to me. She said those statements were mailed out around XX/XX/XXXX or XX/XX/XXXX. I have yet to receive any as of today, XXXX. 
8. Further, when I asked her if CNB reported to any credit bureau on the missing payment. She confirmed that CNB did not do that, emphasizing thats her first question to CNB 's  credit card department, and they havent reported. 

While I think that we had solved the problem, the situation just got worse. 
9. On XX/XX/XXXX, I received notifications from credit monitoring service that City National Bank reported missing payments on my credit history. 
10. My credit scores I checked all dropped substantially due to CNBs incorrect report. CNBs report is inaccurate, unjustified, and unwarranted. Also, for multiple times, something was said to me by CNB but turned out to be false. This pattern is disturbing. 
11. In my XX/XX/XXXX email to XXXX XXXX, I urged CNB immediately reach out to all credit bureaus to reverse the negative reports on my credit history, and follow up to verify that the damages are undone. 

12. On the same date, I mailed CNB a check at {$280.00} only in order to prevent further damages. CNB has cleared my check, reported to credit bureaus about the paid off balance, but failed to reverse the negative report about the missing payment. 

13. I then disputed with all three major credit bureaus about the wrong report.XX/XX/XXXX corrected on the same day. XX/XX/XXXX and XX/XX/XXXX are still investigating. I was told that it would take a month to close. As of today, these disputes are still pending. In other words, CNB never bothered to correct its mistake. 

14. CNB has caused me aggrevation, loss of time, and damaged credit reputation. 

15. In the same email I sent to XXXX XXXX on XX/XX/XXXX, I also I demand CNB to return the late fee and interest to me, since CNB is not entitled to them, and she already agreed to remove them during our conversation. CNB has not responded to my request.

Company response to consumer: Closed with explanation