Frequently Asked Questions

 

Q.  Will your President/CEO and current management team remain the same?

A: President and CEO Jorge Gonzalez will continue to oversee City National Bank.

Q. Where can I get information to learn more about CNB?

A: You can visit CNB’s website at https://www.citynationalcm.com/home/home

Q. Where can I get information to learn more about Bci? 

A: You can visit Bci's website at http://www.bci.cl/accionistas/eng/index.html

General questions about the Integration

Q. Do I need to do anything now?

A: Yes. As of July 9th, your accounts will be part of the City National Bank network. Please review all the documents sent to you to ensure a smooth transition. You may also find these materials on the CNB and TotalBank websites.  You will receive new debit cards in the mail. If you have already received your card, please activate as soon as possible to ensure you have access to your funds on July 9th.    

Q.  Will the name of the bank change?

A: Both banks will operate under the City National Bank brand.

Q.  Would my banker remain at this location? With the company?

A: City National Bank understands how important people are to its success. We also know you bank with our people, whether they are here or promoted to another location, we want you to continue to have access to the individual with whom you feel most comfortable.

Q.   Will you offer new products?

A: You will have access to a larger suite of products and solutions. In addition, for business clients, CNB is one of the few local institutions that offers a solution for your company’s leasing needs through City National Capital Finance. Please reach out to your bankers to learn more about the products and services City National Bank offers.

Q. May I continue to use my TotalBank ATM or debit card?

A: Yes. You may continue to use your TotalBank ATM or debit card until July 9th. You will receive a new City National Bank card on or before June 30th. You can activate your new City National Bank debit card immediately and begin using it on July 9th. Please refer to your welcome package or https://www.totalbank.com/cnbmerger for additional information.

Q. Can I continue to use the same banking center?

A: Yes. You can continue to conduct your banking transactions at the TotalBank location of your choice. After July 9th, you may visit any City National Bank or TotalBank banking center. A full list of locations can be found at citynationalcm.com/home/findus

Q. What ATMs may I use?

A: At this time, you may use any City National Bank or TotalBank ATM to withdraw funds without incurring a third party ATM transaction charge. In addition, you may continue to use Publix® Presto!® ATMs without a surcharge.

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Locations

Q. Can I go to a City National Bank banking center to access my accounts?

A: After July 9th, you may visit any banking center to access your accounts.

Q: How do I know which banking center I can visit?

A: Legacy TotalBank clients can transact at any banking center as of July 9, 2018.

Q: How can I find out where my nearest banking center or ATM is?

A: Locations, hours and related information will be continuously updated and can be found at http://www.citynationalcm.com/home/findus  as well as on the City National Bank mobile app.

Q: Can I transact at a City National Bank office?

A: Yes – legacy TotalBank clients may transact at all City National Bank banking centers starting on July 9, 2018.  You can also use City National Bank ATMs and Presto! ATMs now for cash withdrawals without ATM fees.

Q: Will my banking center be closing?

A: Due to proximity of TotalBank and City National Bank offices, there are eight legacy TotalBank offices that will be closing, as well as four City National Bank banking centers that will be closing.  These offices are listed below:

Bank

Location Name

Location Address

City

State

Zip Code

TotalBank

Aventura Banking Center

17701 Bisc. Blvd.

Aventura

FL

33160

TotalBank

Brickell Banking Center

800 Brickell Ave.

Miami

FL

33131

TotalBank

Coral Gables Banking Center

2020 Ponce de Leon Blvd.

Coral Gables

FL

33134

TotalBank

Doral Plaza Banking Center

9690 NW 41 St.

Doral

FL

33178

TotalBank

Doral Point Banking Center

2555 NW 102 Ave.

Doral

FL

33172

TotalBank

Pinecrest Banking Center

10207 S. Dixie Hwy.

Pinecrest

FL

33156

TotalBank

Red Sunset Banking Center

6939 Red Road

South Miami

FL

33143

TotalBank

South Beach Banking Center

1125 5th Street

Miami Beach

FL

33139

CNB

Bird Road

9696 SW 40th Street

Miami

FL

33165

CNB

Doral

8725 NW 18th Terrace

Miami

FL

33172

CNB

North Miami

13400 Biscayne Boulevard

North Miami

FL

33181

CNB

One Biscayne

One Biscayne Towers, 2 South Biscayne Boulevard

Miami

FL

33131

 

Q:  How do I know if my banking center is closing?

A: A letter has been sent to all clients that are impacted by their banking center closure.  If your banking center is closing, you will have received that letter.  You can also refer to the table above to see a list of the banking centers that are closing.

Q: When are the banking centers that will be closing actually closing?

A: The banking center closures will happen in stages.  We anticipate that all banking center closures will be completed by December 2018.  Locations, hours and related information will be continuously updated and can be found at http://www.citynationalcm.com/home/findus as well as via the City National Bank mobile app.

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Debit & Credit Cards

Debit Cards

Q: When do I need to activate my new debit or ATM card?

A: You should activate your new card upon receipt. Activate your card by calling 1-800-762-2489 or 1-856-470-1000 if you are outside of the U.S and follow the activation instructions. Please sign the back of the card to complete the process.

Q: When can I begin using my new debit or ATM card?

A: You can start using your new CNB debit card or ATM card on July 9th, 2018.

Q: When will my old debit or ATM card stop working?

A: Your TotalBank debit or ATM card will stop working on July 9th. Please activate your new card as soon as you receive it.

Q: I have not received my debit or ATM card.  What should I do?

A: If you have not received your debit or ATM card, please call us at 305-350-3200.

Credit Cards

Q. Will my credit card account number change?

A: Your account number will remain the same unless we contact you directly to inform you otherwise.

Q. May I continue to use my TotalBank credit card?

A: Yes. At this time, please continue to use your TotalBank credit card until you receive your new City National Bank credit card. Please refer to your welcome package for additional information.

Q. Will my credit score be affected?

A: No, the change to your existing credit card will only be to change the logo from TotalBank to City National Bank.

Q. Will I need to change my auto-pay?

A: No. City National Bank will continue to accept your automatic charges and payments. When establishing new transactions after you receive your new card, please use the replacement City National Bank credit card.

Q. Will the website change where I access my information?

A: No. The website that you currently access for your credit card information will remain the same.  https://www.firstbankcard.com/site/personal/personal.fhtml

Q. I have unauthorized charges on my credit card. Who do I call?

A: Use the number located on the back of card to contact the card issuer, First National Bank of Omaha, to report any unauthorized activity.

Q. Can I continue to use my CardValet app?

A: Due to the low adoption rates, the CardValet app will be discontinued on June 30, 2018. We will no longer offer a CardValet App for TotalBank debit card products. All alerts for all debit card transactions along with other features and functionality will also end on the date noted. 

Q. Is there another app option available to replace CardValet?

A: An alternate card control app that you may consider is the VISA Alerts app that is provided by Visa® for VISA consumer cards.  Please refer to the https://usa.visa.com/pay-with-visa/featured-technologies/purchase-alerts.html website for enrollment details.

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Loan Accounts

Q. Will my mortgage account change?

A: Your account number(s) will remain the same unless we contact you directly to inform you of a change.

Q. Can I continue to use my mortgage loan coupon books? 

A: You can continue to use your current set of coupon books through the last issued coupon. After July 9th, you will begin to receive a monthly statement from CNB that will include a payment slip similar to the coupon remittance.  After this date, we ask that you utilize the monthly statement to facilitate correct payment processing.

Q. Will I need to change my existing automatic payments?

A: No. CNB will continue to accept your automatic payments scheduled for your residential mortgage.

Q. Will the bank routing number change?

A: Yes. However, your existing transactions with the TotalBank routing number will continue without interruption. New electronic payments should be established using the CNB’s routing number.

Q. How will the credit delivery process change?

A: Everything is business as usual. We anticipate no change and no impact to our clients.

Q:  How will this transaction positively or negatively affect TotalBank’s appetite for credit? Will deal limits and relationship limits go up or down?

A: We can now offer our clients a higher legal lending limit which will help us serve the community even better.

Q:  Will the rates that I’ve been provided be the same under new ownership?

A: CNB is constantly reviewing our offerings to ensure we remain competitive while maintaining a disciplined approach. Our competitive rates are subject to change on a daily basis. However, you can lock in a rate at the time of application. This means we will stand by the rate through a specified expiration date. If you would like to learn more about our loan products and rates, please call or visit your nearest banking center or call 1-800-435-8839.

Q:  I have a loan request in process with a commitment. Will the sale impact the loan?

A: We do not have any plans to change our current processes, and this sale should not impact the process of your loan request. We are, however, constantly looking for ways to improve our processes to provide you a better experience. Depending on the type of loan, processing time will vary. We use local, experienced processors, underwriters and appraisal professionals to expedite the processing of your loan.

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Personal Online Banking

Q. Will I still be able to conduct my banking needs online?

A: Yes, just log in to Online Banking as normal. Your username and password will remain the same. Downloading the City National Bank of Florida Mobile app (at the App Store and on Google Play™) will allow you to bank when and where you like.

Spanish Portal

Q. I use the TotalBank Spanish Online Banking portal. Will I be able to access my accounts in Spanish?

A: Understanding that many TotalBank clients enjoy the convenience of the Spanish online banking experience, City National Bank has upgraded its portal to provide you with a Spanish option. You will also be able to access your accounts in Spanish on our mobile app.

Q. Will there be a time that the external transfer service will not be available?

A: Yes, TotalBank’s MyMoney external transfer service will be discontinued on July 6th.  Transfers scheduled for delivery beginning July 7th will not be processed.   

Q. Will my daily external transfer limit change?

A: Yes. You will see an increase in your daily external transfer limit. Once you log in after July 9, you will be able to see your new higher limits.

Q. If I have a question or want to report an error about an electronic transfer, who do I contact?

A: Call us at 305-349-5410.  For loss of a check card, call 1-800-762-2489.

Q. Will I be able to initiate a next day external transfer?

A: Because of the increase in the daily external transfer limits, next day delivery will not be available.  Should this change in the future, we will let you know.

Q. Will my recurring MyMoney External Transfers be transferred to CNB?

A: Yes, you will need to setup your external transfer schedule again. Please make sure to make a copy of your payees and the transfer information prior to the conversion.

No, you will need to re-establish your recurring external transfers.  Through July 6nd, you may log in to Online Banking using your current credentials, then click on the MyMoney Transfers for a listing of your recent transfers.  You can print or download the activity by clicking on the Activity tab.

Online Banking Internal Transfer

Q. What is the cut-off time for internal transfers?

A: The cut-off time for internal transfers is 8 pm via online banking.

Q.  What will happen to my scheduled internal transfers?

A: City National Bank is committed to providing a seamless transition of your accounts to CNB.  Your scheduled internal transfers will transition over.

Q. Are there limits on Online Banking internal transfers?

A: No. There are no limits for internal transfers.

 Q. Why does it show “pending” after I make an internal transfer?

A: Your transfers will show as pending until the end of the day. You will still have immediate access to your internal transfer funds and will be able to see your current balance on the accounts page.

Popmoney®

Q: Will my recurring Popmoney transfers be transferred to CNB?   

A: No, you will need to re-establish your recurring Popmoney transfers.  Through July 6nd, you may log in to Online Banking using your current credentials, then click on the Popmoney for a listing of your recent transfers.  You can print or download the activity by clicking on the Activity tab.

Q: Will I be able to initiate a next day Popmoney transfer?

A: Because of the increase in the transfer limits, next day delivery will not be available.  Should this change in the future, we will let you know.

Q. Will there be a time that the Popmoney service will not be available?

A: Yes, TotalBank’s Popmoney service will be discontinued on July 6th.  Transfers scheduled for delivery beginning July 7th will not be processed.

Q. Will I still be able to send and receive money using Popmoney?

A: Yes. After July 9th, the first time that you access Popmoney, you will be asked to enroll and accept the new User Agreement; everything else regarding functionality remains the same. You will need to re-enter any payees you had in the TotalBank system.

Q. Will I still be able to send money via Popmoney during the conversion?

A: As we prepare to transfer your accounts to CNB, we will need to suspend Popmoney on June 26th. You will need to keep a record of payees you have in the system as this will not migrate into CNB Online Banking.

Q. Will I still be able to send and receive money using Popmoney?

A: Yes. After July 9th, the first time that you log in to your Popmoney account, you will be asked to accept the new User Agreement; everything else regarding functionality remains the same. You will need to re-enter any payees you had in the TotalBank system.

e-Bill

Q. What will happen to my scheduled and repeating/recurring bill payments?

A: Your scheduled and recurring bill payment will remain active and will continue to process without interruption. Should there be any changes to our systems in the future, you will be notified.

Q. What’s going to happen to my e-Bill accounts?

A: You will need to re-register your e-bills with the providers from which you have selected to receive e-bills. Please make sure to make a copy of your e-bills and information prior to July 6th.

Q. Will there be a time that the e-Bill service will not be available?

A: Yes, we anticipate that the e-Bill service will be suspended for a brief period during July 6th – July 9th. We will post messages online to let you know when that will take place so that you can make the necessary arrangements.

Mobile Remote Deposit

Q. Will there be any changes to how I use the Mobile Remote Deposit?

A: There will be no changes to how Mobile Deposit works, however, you will need to download the City National Bank mobile app. You will find the City National Bank of Florida Mobile app at the App Store and on Google Play™. Just download the app and accept Mobile Remote Deposit Terms & Conditions and you will be able to see the same services you had before.

Online Statements

Q. Will I have access to my previous transactions?

A: Yes, after we transfer your accounts to City National Bank you will be able to see the previous six months of activity. If you opt in for Online Statements, you will have access to 24 months of online statements and check images.

Q. Will I still be able to receive my statements online?

A: Yes, after we transfer your accounts to City National Bank you will need to opt-in and register to receive your statements online.

To receive online statements, sign up today in online banking by selecting the online statements tab to register.  You must accept our Terms and Conditions and opt-out of receiving paper statements to receive your online statements. Once you have signed up, you will have access to 24 months of statements.

Mobile App  (Personal)

Q. Does City National Bank have a mobile app?

A: Yes, the City National Bank of Florida mobile app is offered at no charge. You can download it by visiting the App Store or on Google Play™ for Android™ users. Clients who use the TotalBank mobile app will need to download the City National Bank mobile app and register after July 9th. As of July 2nd, the TotalBank app will no longer work. The app is free, but standard rates and fees may apply from your wireless carrier.

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Personal Accounts

Q. Will my account numbers stay the same?

A: You will continue to use the same account number without interruption.

Q.  Will I need new checks?

A: You can continue to use the same checks you are using today.

Q.  What happens to my direct deposits?

A: Your direct deposit will remain active and will continue to process without interruption.

 Q.  What will happen to my monthly statements?

A: Your statements will continue to be mailed to the address on file. Your final statement from TotalBank will include transactions through July 6th. Transactions after that date will appear on your new CNB statement. After the conversion, you can choose to receive paper statements or online statements, but not both. Paper statements will be mailed at the end of each month. If you prefer online statements, you can choose that option through Online Banking.

Accounts

Q. Will I be receiving a new Deposit Agreement Booklet?

A: Every TotalBank consumer and business client received a Deposit Agreement Booklet via mail. To request a copy of the Deposit Agreement Booklet, please visit your local banking center or call us at 305-350-3200.

Q.  Is there anything different in the Deposit Agreement booklet that isn't in the current Deposit Agreement booklet?

A: Your Deposit Agreement booklet includes:

Converted products that shows a list of current TotalBank accounts and the change of the product terms, including account details and fees.

Disclosure information regarding electronic funds transfers, funds availability, and hold mail.

Q.  Where can I obtain a copy of the Deposit Agreement booklet?

A: As a TotalBank client, you will automatically receive a copy of the Deposit Agreement booklet via mail as part of your welcome package. If you need an additional copy, you can obtain it from your local TotalBank banking center.  In addition, the Deposit Agreement booklet can be accessed at the TotalBank website by visiting https://www.totalbank.com/cnbmerger

Fee Schedule:

Q. Where do I find fee details for my accounts at City National Bank?

A: Disclosures, including the Schedule of Fees, can be accessed online at: www.citynationalcm.com/home/disclosures    To request a copy of a disclosure, please visit your local banking center or call us at 305-350-3200.

Funds Availability

Q. Is there a change to the funds availability?

A: TotalBank clients will experience a change to the funds availability. Currently, TotalBank clients are able to access $200 immediately.

City National Bank’s funds availability states the first $200 from a day’s total deposit of checks will be available on the first business day after the day of your deposit.

The remaining funds will be available on the second business day after the day of your deposit.

Certificates of Deposit

Q. Will my current CD with TotalBank be impacted?

A: City National Bank will maintain your current TotalBank Certificate of Deposit (CD) terms through renewal. If your TotalBank CD auto-renews, or you would like to extend your CD, you may select any of the below CD terms at City National Bank:

Renewal Terms

31 days

8 months

24 months

90 days

12 months

36 months

180 days

18 months

60 months

 

Miscellaneous

Q.  Will TotalBank's deposit account interest rates change?

A: Please review the Deposit Agreement booklet and Welcome Package you received in the mail for information about CNB account products. You may also reach out to your banker regarding the most updated rate information.

Q. Will I receive a Privacy Notice?

A: Consumer clients will receive a Privacy notice via mail. TotalBank business clients will not receive privacy notices. The privacy notice is also available on City National Bank’s website, citynational.com.

Q.  Why do I need a Privacy Notice?

A: Federal law gives consumers the right to limit some, but not all, of a consumer client’s personal information sharing and requires the bank to tell clients how it collects, shares and protects your personal information. The notice includes “opt out” choices if you decide to remove yourself from the sharing of your personal information.

Q.  I haven’t received my notice yet.  Where can I see one?

A: You can obtain a copy from your TotalBank banking center. The Privacy Notice can be accessed at the CNB website by visiting http://www.citynationalcm.com/home/privacy

Q. I want to see the City National Bank Privacy Notice.  Where can I find it?

A: Every TotalBank consumer client received a Privacy Notice via mail. You can also view the Privacy Notice at: http://www.citynationalcm.com/home/privacy

Q.  If I have questions about the Privacy Notice, who do I contact?

A: You can contact your Relationship Manager or call City National Bank at 305-350-3200.

Q.  Are there any changes to my Opt-in Overdraft Service?         

A: City National Bank (CNB) does not offer this service. If you have opted-in to TotalBank’s Overdraft Service, you will no longer be able to have overdrafts paid on your ATM and debit transactions.  CNB offers an Overdraft Protection option that links your checking account with another CNB checking, savings or money market account.  This option transfers funds should your checking account become overdrawn. This can assist you in managing your account by maintaining a positive balance and reducing any potential overdrafts.

Q. Can I continue to use my Overdraft Privilege Service?

A: City National Bank does not offer the Overdraft Privilege Service. Any client enrolled in this service will have the service discontinued once accounts are transferred to CNB. CNB reviews non-sufficient funds items on a case-by-case basis and transaction items will be returned if there are insufficient funds in the account.  The bank offers an Overdraft Protection option that links a checking account with another CNB checking, savings or money market account.  This option transfers funds should a checking account become overdrawn. This can assist you in managing your account by maintaining a positive balance and reducing any potential overdrafts.

Q: Where can I find City National Bank’s Electronic Funds Transfers disclosure?

A: The Electronic Funds Transfer disclosure, and all other City National Bank disclosures, can be found at:  http://www.citynationalcm.com/home/disclosures

Q. Where can I find disclosures for City National Bank?

A: City National Bank disclosures can be accessed online at: www.citynationalcm.com/home/disclosures  To request a copy of a disclosure, please visit your local banking center or call us at 305-350-3200.

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Business Accounts

Q. Will my account numbers stay the same?

A: You will continue to use the same account number without interruption.

Q.  Will I need new checks?

A: You can continue to use the same checks you are using today.

Q.  What happens to my direct deposits?

A: Your direct deposit will remain active and will continue to process without interruption.

Q.  What will happen to my monthly statements?

A: Your statements will continue to be mailed to the address on file. Your final statement from TotalBank will include transactions through July 6th. Transactions after that date will appear on your new CNB statement. After the conversion, you can choose to receive paper statements or online statements, but not both. Paper statements will be mailed at the end of each month. If you prefer online statements, you can choose that option through Online Banking.

New Depositors Agreement for TotalBank Business clients:

Q. Will I be receiving a new Deposit Agreement Booklet?

A: Every TotalBank consumer and business client received a Deposit Agreement Booklet via mail. To request a copy of the Deposit Agreement Booklet, please visit your local banking center or call us at 305-350-3200.

Q.  Is there anything different in the Deposit Agreement booklet that isn't in the current Deposit Agreement booklet?

A: Your Deposit Agreement booklet includes:

Converted products that shows a list of current TotalBank accounts and the change of the product terms, including account details and fees.

Disclosure information regarding electronic funds transfers, funds availability, and hold mail.

Q.  Where can I obtain a copy of the Deposit Agreement booklet?

A: As a TotalBank client, you will automatically receive a copy of the Deposit Agreement booklet via mail as part of your welcome package. If you need an additional copy, you can obtain it from your local TotalBank banking center. In addition, the Deposit Agreement booklet can be accessed at the TotalBank website by visiting https://www.totalbank.com/cnbmerger

Fee Schedule:

Q. My business account is on analysis. How will this acquisition impact my accounts?

A: City National Bank will waive all per-item fees from July 1st through July 6th. Charges will apply from July 9th through the end of the month for Business Advantage Checking and Cash Collateral accounts. The account will be analyzed in the month following any activity.

Q: Will I start getting charged a minimum balance fee?

A: City National Bank is offering those clients who currently do not meet the minimum balance a three-month grace period to bring their accounts up to the stated minimums in our schedule of fees before incurring any fees.

Q. Where do I find fee details for my accounts at City National Bank?

A: Disclosures, including the Schedule of Fees, can be accessed online at: www.citynationalcm.com/home/disclosures

To request a copy of a disclosure, please visit your local banking center or call us at 305-350-3200.

Funds Availability

Q. Is there a change to the funds availability?

A: TotalBank clients will experience a change to the funds availability. Currently, TotalBank clients are able to access $200 immediately.

City National Bank’s funds availability states the first $200 from a day’s total deposit of checks will be available on the first business day after the day of your deposit.

The remaining funds will be available on the second business day after the day of your deposit.

Certificates of Deposit

Q. Will my current CD with TotalBank be impacted?

A: City National Bank will maintain your current TotalBank Certificate of Deposit (CD) terms through renewal. If your TotalBank CD auto-renews, or you would like to extend your CD, you may select any of the below CD terms at City National Bank:

 Renewal Terms:

31 days

8 months

24 months

90 days

12 months

36 months

180 days

18 months

60 months

 

Miscellaneous

Q.  Will TotalBank's deposit account interest rates change?

A: Please review the Deposit Agreement booklet and Welcome Package you received in the mail for information about CNB account products. You may also reach out to your banker regarding the most updated rate information.

Q.  Are there any changes to my Opt-in Overdraft Service?

A: City National Bank (CNB) does not offer this service. If you have opted-in to TotalBank’s Overdraft Service, you will no longer be able to have overdrafts paid on your ATM and debit transactions. CNB offers an Overdraft Protection option that links your checking account with another CNB checking, savings or money market account. This option transfers funds should your checking account become overdrawn. This can assist you in managing your account by maintaining a positive balance and reducing any potential overdrafts.

Q. Can I continue to use my Overdraft Privilege Service?

A: City National Bank does not offer the Overdraft Privilege Service. Any client enrolled in this service will have the service discontinued once accounts are transferred to CNB. CNB reviews non-sufficient funds items on a case-by-case basis and transaction items will be returned if there are insufficient funds in the account.  The bank offers an Overdraft Protection option that links a checking account with another CNB checking, savings or money market account.  This option transfers funds should a checking account become overdrawn. This can assist you in managing your account by maintaining a positive balance and reducing any potential overdrafts.

Q. Where can I find City National Bank’s Electronic Funds Transfers disclosure?

A: The Electronic Funds Transfer disclosure, and all other City National Bank disclosures, can be found at:  http://www.citynationalcm.com/home/disclosures

Q. Where can I find disclosures for City National Bank?

A: City National Bank disclosures can be accessed online at: www.citynationalcm.com/home/disclosures  To request a copy of a disclosure, please visit your local banking center or call us at 305-350-3200.

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Business Online Banking

Cash management/ePartner

Q. Will I still have access to my Cash Management accounts?

A: Yes, everything will remain the same on CNB’s business online banking platform, ePartner. You will not need to update your username or password to access your accounts. If you need assistance, you can call the Treasury Management Department, at 305-349-5465, between the hours of 8:30 AM and 6 PM EST, except during Federal Holidays; or via email at tmsupport@citynational.com

Treasury Management Fees

Q. Will my Treasury Management fees be increasing?

A: For the first six months, all TotalBank clients will keep their current fee schedule for Treasury Management. After the first six months, should there be any fee changes, you will be notified in advance.

Online Statements

Q. Will I have access to my previous transactions?

A: Yes, after we transfer your accounts to City National Bank on July 9th, you will be able to see the previous six months of transaction activity.

Q. Will I still be able to receive my company’s statements online?

A: As a business account holder with Cash Management, after your accounts are transferred to CNB, you will be able to see 24 months of online statements. Your information will transfer automatically.

Q. What will happen to my online statement notification?

A: City National Bank will alert you via email as soon as your online statement becomes available.

Authentication

Q. Why can’t I change my own password?

A: Your financial security is very important to us and we are committed to protect your account information. When you need to change your password, please contact the Treasury Management Department at 305-349-5465 between the hours of 8:30 AM and 6 PM EST, excluding Federal Holidays; or via email at tmsupport@citynational.com to request a password change.

Positive Pay

Q. Will I still have access to Positive Pay?

A: You will continue to use the same Positive Pay service you are accustomed.  On Monday July 9th we will provide you with a copy of Cash Management Issues Register, which will contain your outstanding items. Upon receipt you will be required to upload the register to the ePartner application.   

Once your accounts are transferred to CNB:

• We will provide you with a list of outstanding items that you will be required to upload to the positive pay system. 

• You will need to provide CNB with a list of checks you have issued in the same manner that you are accustomed to. As the checks are requested for payment, CNB will check these off the internal list.

• If a check comes in and it is not on the list, the check will be held and returned to you for verification. You will have until 2 PM EST to approve payment of the check. This currently provides you with an additional two hours to make decisions on these checks.

Q.  Will the Positive Pay Exception Items decision cutoff remain the same?

A: No, you will now have until 2 PM EST to make a decision Positive Pay exceptions on to do so.  If no action is taken by the two o’clock deadline, your preselected default decision will be applied.

Lockbox

Q. Will I still have access to my Lockbox?

A: Yes, everything will remain the same. However, you will need to reset your password when prompted. Should you need assistance, please contact the Treasury Management Department, at 305-349-5465, between the hours of 8:30 AM and 6 PM EST, except during Federal Holidays; or via email at tmsupport@citynational.com

Q. Will I still have access to my remote deposit receipts after the conversion?

A: All remote deposit clients will be migrated to City National Bank’s OfficeDeposit® platform on July 9th. Clients will be trained in advance of gaining access to the system and on how to use the new service. Additionally, you will receive a new username and temporary password, as well as all the necessary tools to access the system.

After your accounts are transferred, a new 90-day cycle will begin. We recommend that you make copies of the last 90 days of receipts prior to the conversion for your records. Should you need to access records older than 90 days, please contact the Treasury Management Department, 305-349-5465, between the hours of 8:30 AM and 6 PM EST, except during Federal Holidays; or via email at tmsupport@citynational.com.

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Wires and ACH

Q. How will I receive my ACH reporting (i.e. chargeback/returns notifications and notifications of change)?

A: Your ACH reports will be loaded to your own, dedicated folder on City National Bank’s Secure File Transfer portal, where you may login and retrieve them at any time. If you are an ACH client, you will be receiving a communication with instructions on how to access the system and your reports. Should you need assistance, please contact us at the Treasury Management Department, 305-349-5465, between the hours of 8:30 AM and 6 PM EST, except during Federal Holidays; or via email at tmsupport@citynational.com

 

Safe Deposit Boxes

Q. Will TotalBank safe deposit account numbers change?

A: Upon conversion, all TotalBank safe deposit accounts will be issued a new safe deposit account number.

Q. What happens to the safe deposit boxes at the TotalBank banking centers that will be closing?

A: For those TotalBank banking centers that will close, safe deposit boxes will be relocated to the nearest banking center which will be outlined in the notice mailed to the address we have on file.

Q. How will I know if I need to relocate my safe deposit box?

A: TotalBank clients with safe deposits at locations that are closing will receive a mailing with details and deadlines for the safe deposit box moves.

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International

International Clients

Q. Will my debit card number change?

A: Yes, your debit card number will change.

Q. When will the new City National Bank debit card be issued?

A: Your new debit card will be mailed on June 25 via special delivery mail.

Q. May I continue to use my TotalBank debit card?

A: Yes. At this time, please continue to use your TotalBank debit card.  You should receive your new card before July 6. Please activate your new card immediately. You may begin using your new card on July 9. Please destroy your TotalBank card once you begin using your new debit card.

Q. What ATMs may I use?

A: At this time, you may use any City National Bank or TotalBank ATM without incurring

a third party ATM transaction charge. In addition, you may continue to use Publix® Presto!® ATMs without a surcharge.

Q. Will I need to change my auto-payments?

A: Yes. Your scheduled automatic charges and payments will continue to go through with your existing card until July 6. When establishing new transactions after July 9 please use the new City National Bank debit card.

Q. Will the website that I access my information change?

A: Yes. If you are enrolled in Online Banking, the website that you currently access to log on a view your account and debit card activity will be different, the new URL is https://www.citynationalcm.com/home/home   Your credentials will transfer over to the new platform.

Q. Will my Online Banking access change?

A: There will be a temporary disruption in service from July 6 at 5:00 PM ET through July 9, while we transition your accounts.

Q. Why can’t I activate my debit card?

A: Your financial security is very important to us and we are committed to protecting your account information. When you are ready to activate your card, please contact the Client Support Department at 305.350.3200 between the hours of 8:30 AM and 6:00 PM EST, excluding Federal Holidays; and a team member will assist you.

Q. I have fraud on my debit card. Who do I call?

A: Use the number located on the back of your new card to contact City National Bank for any issues with your card.

Q. Are there any restrictions to opening accounts at TotalBank?

A: As of June 22nd, all new accounts will be opened at CNB banking centers. As the transfer of accounts is planned for July 9th, we would like to make that transition as smooth as possible. If you would like, we can assist you in opening your new account by visiting your nearest City National Bank location.

Q. Will my deposit or loan account number(s) change?

A: Your account number(s) will remain the same unless we contact you directly.

Q. May I continue to use my TotalBank checks and deposit slips?

A: Yes. You may continue to use your current TotalBank checks and deposit slips. When you place a re-order, you will receive new City National Bank checks and deposit slips with the TotalBank name and routing number.

Q. May I continue to use my TotalBank ATM or debit card?

A: Yes. At this time, please continue to use your TotalBank or debit card until July 9. You should receive your new City National Bank card on or before June 30th. Please refer to your welcome package or TotalBank.com/CNBmerger for additional information.

Q. Will I need to change my direct deposits and other pre-authorized ACH transactions?

A: No. City National Bank will continue to accept your direct deposits, automatic drafts and other pre-authorized deposits and withdrawals. When establishing new transactions after July 4, 2018 please use the City National Bank routing number.

Q. What is the cut-off time for ACH transactions?

A: TotalBank ACH cut-off time is 4pm for business clients. As of July 9th, the ACH ePartner® cut-off time will be 6:00pm.

Q. Will my incoming wire transfers be impacted?

A: Yes. To ensure the timely receipt of your incoming wires, please provide wire issuers with the City National Bank wire transfer instructions which can be found in your welcome package or https://www.totalbank.com/cnbmerger

Q. Can I continue to use the same banking center?

A: Yes. Continue to conduct your banking transactions at the TotalBank banking center of your choice until July 9th. After this date, you may visit any City National Bank or TotalBank banking center. Our Florida banking center locations can be found in your welcome package of for our complete list of location, visit http://www.citynationalcm.com/home/findus

Q. Will my Online Banking access change?

A: There will be a temporary disruption in service from Friday, July 6 at 5 PM EST through Monday, July 9 at 9:30 AM EST, while we transfer your accounts. For personal and business account holders, please refer to your welcome guide for more information specific to your account type or visit us at https://www.totalbank.com/cnbmerger. For commercial account holders who use the TotalBank Cash Management service, please refer to http://www.citynationalcm.com/home/treasury.

Q. Will my Mobile Banking access change?

A: Yes. On or after Monday, July 9, you will need to log in to the City National Bank Online Banking system and agree to the City National Bank Online Banking Service Agreement. Once completed, you may download the City National Bank App from the App Store or Google Play™ to begin using our Mobile Banking service. Please refer to https://www.totalbank.com/cnbmerger for more information.

Q. I am not a U.S. citizen. Can I deposit money in your bank?

A: Yes, as long as you have acceptable proof of your identity and pass routine screening and meet one of the following established criteria:

• Own real estate interest in the U.S.

• Have an employment Visa

• Own a U.S. domestic operating business

• Have an existing relationship/account with City National Bank, City National Bank’s parent company or one of its affiliates

• Have a family member with an existing relationship with City National Bank, City National Bank’s parent company or one of its affiliates (provided that the family member has held an account in good standing for at least 12 months)

Q. Do I need a permanent address in the United States in order to deposit funds with your bank?

A: No, but we must be able to verify your permanent address in your home country.

Q. Is there a limit to how much I can deposit?

A: No, there is no specific limit. However, per U.S. Banking Regulations, we must be able to identify and verify the source of the funds.

Q. Do I have to deposit in U.S. Dollars or are other currencies permitted?

A: City National Bank (CNB) accepts deposits in many currencies. However, all International Personal deposit accounts are denominated in U.S. Dollars.  Foreign currency will be converted to U.S. Dollars through our foreign currency exchange program.

Q. Will my deposits be insured?

A: All deposits are insured up to the maximum as determined by the Federal Deposit Insurance Corporation, a United States government agency. You also have the underlying strength of City National Bank, with more than $14 billion in assets, a BauerFinancial 5-Star “Superior” rating for 24 consecutive quarters, and U.S. based partner Bci - Chile’s leading financial institution with $50+ billion in assets and offices worldwide. (Statistics as of 3/31/18)

Q. How do I access my money?

You can access your funds electronically with CNB Online Banking, Online Bill Pay, secure Mobile Banking and Cash Management for Business accounts. And, of course, you are always welcome to visit us in person.

Q. How do I receive my bank statements?

A: Hard copies of bank statements can be mailed to any verifiable physical address you request. Bank statements can be transmitted via email.

Q. Can I open my international deposit account in any of your banking centers?

A: Yes, all international deposit accounts can be opened in any City National Bank banking center.

Q. Once I’ve opened a bank account, can I do my banking in any of your banking centers?

A: Yes, routine banking can be performed at any City National Bank location.

Q. If I have any other questions, who can I call?

A: Please call or stop by your nearest banking center.

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Contact Telephone Numbers

Questions specific to account migration to CNB
305-350-3200

Main phone number
305-577-7333 or 1-800-435-8839

CityTel 24-hour telephone banking and debit or ATM card support 
1-800-762-2489

Online Banking and Bill Payment support
305-349-5490 or 1-866-CNB-EPAY (262-3729)

Treasury Management Support
Monday - Friday 8:30 AM - 6:00 PM
305-349-5465

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