Consumer complaint received 2026-01-12 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with the payoff process at the end of the loan — 
Company: CITY NATIONAL BANK
State: CA

Complaint narrative:
Subject : Complaint Against City National Bank for Failure to Communicate, Improper Credit Reporting, XXXX XXXX, and Bad Faith Handling of Matured Loan I am filing a complaint against City National Bank regarding their handling of my personal loan account. The bank has repeatedly failed to communicate with me, refused to provide repayment options, and continues to report delinquencies to the credit bureaus despite my consistent payment history and multiple attempts to resolve the matter.

Summary of Issue I owe approximately {$22000.00} on a personal loan at 10 % interest.

I have been making my monthly payments for several years and have never been late.

City National Bank never notified me that the loan had matured or that a full payoff was required.

I continued making my monthly payments in good faith because the bank failed to communicate any change in status.

City National Bank has reported me delinquent multiple times far more than four despite accepting my ontime monthly payments and despite my perfect payment history. These repeated delinquency reports have caused severe and ongoing damage to my credit score, dropping it by more than 100 points and continuing to harm me financially.

The bank only contacted me two months after the loan had already matured, demanding extensive documentation on short notice. 
I submitted all requested documents, but XXXX denied the renewal, claiming my credit score was too low even though the low score was caused directly by their own reporting. 
Since then, XXXX has ignored all of my emails and phone calls, refusing to provide repayment options, settlement offers, or any communication. 

XXXX  Pressure and Credit Reporting Abuse City National Bank has also pressured me to pay the full loan balance immediately without offering any repayment options, settlement terms, or alternatives. Their refusal to communicate appears intentional, as they continue to report me as delinquent to all three credit bureaus as a form of pressure and intimidation. The bank is using negative credit reporting as leverage to force a full payoff, despite my consistent payment history and despite their failure to notify me of the loans maturity. This conduct demonstrates a deliberate strategy to harm my credit score in order to coerce payment, which is unfair, abusive, and inconsistent with responsible loan servicing standards.

Additional Background ( Prior Complaint and Access Issues ) I previously filed a complaint against City National Bank in XXXX. When I first opened the {$25000.00} line of credit, the bank provided online access so I could manage the account. A few months later, XXXX XXXX my online access without explanation. When I contacted them, I was told that the only way to regain access was to switch my direct deposit to City National Bank. This was presented as a requirement, not an option, and felt coercive. I declined, and as a result, I was left without the ability to manage or monitor my loan online. This lack of access contributed to the later communication failures and misunderstandings regarding the loans maturity. This demonstrates a pattern of unfair and harmful practices by City National Bank. 
Requested Resolution Require City National Bank to respond to my communications Require them to provide written repayment or settlement options Require them to provide documentation of the loan status Investigate their failure to communicate and their credit reporting practices Prevent further unfair reporting while the matter is under dispute Thank you for your attention to this matter. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation