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Customer Communication Practices


Customer Communication Practices

During contact with our bank, please be aware of the following guidelines and note the customer information that our representatives will never ask for.

Do not respond to any phone calls, text messages, e-mails, or direct mails that you suspect are not from City National Bank. Report all suspicious contact immediately. To make a report:

  1. Visit your nearest City National Bank branch
  2. Call customer service at 1-866-385-3444
  3. Send an e-mail to report@cnbok.com

Information About Communication Practices

  • We will verify your identity before sharing account information or performing transactions on your behalf.

  • Our representatives may ask you to verify the information we have on record for your account, or they may ask you questions designed to verify that we are speaking with you.

  • Our representatives will never ask for your complete social security number, date of birth, online banking password, or answers to your online security questions over the phone, via email, or through text messaging. Do not respond to any type of communication asking for this customer information.

  • Report any suspicious phone calls, text messages, e-mails or direct mails immediately using the contact information provided above.

  • We may contact you through phone, email, or direct mail for various reasons. In any instance in which you are unsure whether a communication attempt is from City National Bank, please contact us directly using the contact information provided above.

  • We may contact you if we detect potential suspicious or unusual activity on your account. Our fraud agents will require verification of your identity prior to discussing your account. If you suspect the party contacting you is not City National Bank, please tell the caller that you would prefer to contact us directly and use the contact information provided above.

  • We may contact you via an automated call if we suspect fraudulent debit card use to validate the legitimacy of your transactions. Your participation in responding to our call is critical to prevent potential risk and avoid restrictions we may place on the use of your card. Our automated call will ask you to verify recent transaction activity on your card. You will be able to respond via your touchtone keypad. You will also be provided a toll-free number to call should you have additional questions.

  • Our representatives will never ask for your complete social security number, date of birth, online banking password, or answers to your online security questions over the phone, via email, or through text messaging. Do not respond to any type of communication asking for this customer information.

  • Report any suspicious phone calls, text messages, e-mails or direct mails immediately using the contact information provided above.