Complaints

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

close

Find a Location

Customers Bank has 3 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

• 

  Customers Bank

  701 Reading Ave West Reading, PA 19611-1280

• 

  Customers Bank

  1015 Penn Ave Ste 103 Suite 103 Wyomissing, PA 19610-2006

• 

  Customers Bank

  215 Lancaster Ave Malvern, PA 19355-1874

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:12/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 paid off a loan with Customers Bank and it should have been paid in full and the account closed. we received no mailing about a balance due other than a note from a collections agency and a major impact to my credit report. Everywhere i check the balance owed is different. I replied back indicated i wanted to dispute the charges. no response. i emailed indicating i wanted dispute and no response. I have called both the collection agency and customers bank. Customers Bank cannot tell me what amount was due at the time the loan was paid. they are claiming due to mail they are charging me more. They have no supervisor available to speak to me and no resolution option other than to pay a $600 fee which i should not owe. There were no prepayment penalties and it seems like i am being scammed and they are adding charges randomly. online it shows i owe two months of $1200 payments even though there should no longer be monthly payments. something does not add up. they told me that if i want to investigate it's a very long time.. and interest and credit hits still apply. It seems they are trying to extort me for additional dollars as a penalty for early payment. This is very deceptive business practices and it has hit me majorly on my credit file. Hoping you can assist. thank you

  Business Response

  Date: 01/10/2024

  Dear **************,
  
  Customers Bank is in receipt of ******************* complaint submitted to the BBB and after conducting a thorough review, we appreciate the opportunity to share our findings with you.
  
  Based on the investigation, we found no evidence that the borrower made an inquiry to obtain the payoff amount on the loan prior to issuing payment. Payoff quotes are a helpful tool to ensure that the payoff amount, along with a good-through date provides each consumer with accurate information to ensure that the amount paid will cover the full payoff including any interest accruing between the date of the payoff quote and the date the payoff is received.
  
  We did confirm that a check was received and processed in August 2023. However, the amount of that check was insufficient to cover the combined principal balance and accrued interest due as of the date of receipt.  As stated in the Promissory note, Any partial prepayment is to be applied against outstanding principal and does not postpone the due date of any subsequent monthly installments.  Accordingly, the payment received in August was applied towards past due payments, current payment due, and the remaining balance towards the principal.  
  
  While it appears the borrower believed that the loan had been paid in full, reminder notices concerning their payment status in the months that followed were provided. Furthermore, the consumer had access to the online dashboard which would both, confirm that payments were still outstanding and, a balance on the loan still remained. As part of the investigation, the borrower referenced during a call that a credit dispute was filed with Experian.  We have confirmed that the disputes were received on 12/09/23, 12/13/23, and 12/14/23 and were researched and responded to indicating that the reporting to the credit bureaus were accurate as originally provided.
  
  Our review of the loan did not find evidence of errors,specifically with regard to the payment processing or reporting to the credit bureaus. As indicated in his complaint, we do acknowledge that there were opportunities with the service he received and appreciate that he brought this to our attention. Lastly, and most central to the consumers expressed concerns, we did validate that the balance on the loan remains outstanding at this point.
  
  We welcome ****************** to contact us to make arrangements to obtain the necessary payoff details via the contact method below.
  
  Again, we appreciate the feedback and opportunity to respond to the concerns cited in the complaint.
  Sincerely,
  
  
  Customers Bank
  P.O. Box 4517
  Carol Stream, IL 60197-4517
  **************
  Or FMA
  **************

  Customer Answer

  Date: 01/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I understand the business position, however, there are inaccurate statements contained within their statement. I entered the dashboard numerous times and the information often didn't align with current information. Amounts owed varied with no explanation. I received no notification regarding a past due balance. The first notice I received was from a collection agency. We have made an agreement with Customers Bank to pay the remaining balance. Its frustrating they were so difficult to work with to get solid and consistent information from in order to determine where I stood.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:11/16/2023

  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 not liable for this debt with customers bank. I do not have a contract with Customers Bank , They did not provide me with the original contract as requested.

  Business Response

  Date: 12/21/2023

  Dear **************,
  
  Customers Bank is in receipt of ******************* complaint submitted to the BBB and after conducting a thorough review, we appreciate the opportunity to share our findings with you.
  
  The account was previously reviewed by our Fraud Prevention and Investigations department in response to an indirect credit dispute submitted through ******** dated 11/6/2023. Based on that review the account information has been found to be accurate and Customers Bank will continue to collect on the balance owed in accordance with the term and conditions of the account
  
  If ******************** is claiming that this debt resulted from being an identity theft victim, and he did not authorize or benefit from this credit line, please complete an identity theft report and ID Theft affidavit, have them notarized and return to us, along with a prosecutable police report. The identity theft report can be accessed here: ********************************. Upon receipt, the claim will be investigated, and he will be notified of the results of our investigation. Based on the results of the investigation a determination will be made on whether Customers Bank were to remove the credit agency reporting.   
  
  ******************** can return the completed documentation to:
  
  Customers Bank
  P.O. Box ****
  Carol Stream, IL *****-****
  **************

  Sincerely,

  Customers Bank

• Initial Complaint

  Date:10/02/2023

  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.

  SBA loan was paid in full on 9/27/23. Customers bank has drafted another payment of $7222 on 10/2/23 and is refusing to respond about a reversal or refund.

  Business Response

  Date: 10/20/2023

  Dear **************,

  We are in receipt of **. ******* complaint submitted to the BBB and appreciate the opportunity to investigate and respond. **************** is of the utmost importance to us, and we take customer concerns very seriously.

  The complaint indicates that a loan payment continued to be drafted after the loan was paid in full. Review confirmed that a payoff was received on 09/28/2023 and applied to the loan. It appears that based on the timing of receipt, which was after the date the scheduled auto pay could be cancelled, the autopay was processed for the payment due on 10/01/2023.  Notification was sent by his loan officer, and we confirmed the payment was refunded to him on 10/05/2023.  We apologize for any inconvenience this may have caused *****************

  **************, if we can help in any other way, please do not hesitate to contact us.

  Sincerely,

  Customers Bank

  Small Business Lending 

  Customer Answer

  Date: 10/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Customers bank has continued to operate in unethical manners and I want financial retribution for it. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/23/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Repeated calls to Customers Bank with no replies. I have an issue with a Bank Check drawn on Customers Bank. I believe the check to be a scam so per all information found on the internet I am contacting them to verify the check or confirm that this is a scam. I cannot believe that after repeated phone calls and messages that I have left I am still waiting to hear back from them.I even called the number indicated on the BBB website, posted a message on ******** and sent them an email.This is an urgent matter that needs to be addressed in a timely fashion. I am beginning to doubt that Customers Bank is actually a legitimate bank at all.

  Business Response

  Date: 09/05/2023

  Dear **************,

  We are in receipt of **************s complaint submitted to the BBB and appreciate the opportunity to investigate and respond. Customer service is of the utmost importance to us, and we take customer concerns very seriously.

  In her complaint she indicated that she made repeated calls to Customers Bank and received no reply. She further stated that she had an issue with a bank check drawn on Customers Bank, which she believed to be a scam.  She elaborated that despite attempting contact via the number listed on the BBB website, emails, and ******** message, she received no reply.  ************** requested that someone from the business contact her regarding this urgent matter in timely fashion.

  Review confirmed that **. ********** was contacted by a representative from our Fraud Prevention and Investigations team (FP&I) on 8/23/2023 who was able to address her concerns and discuss next steps for handling. We regret to hear that she was unable to successfully connect sooner. If there are any additional concerns, she may contact the Fraud department directly at ************ to receive further assistance. 

  ************** If we can help in any other way, please do not hesitate to contact us. 

  Customer Answer

  Date: 09/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  BUT STRESS THAT THIS SHOULD HAVE BEEN HANDLED MUCH SOONER AND EFFICIENTLY THAN IT WAS. POOR RESPONSE TIME. 
  
  Regards,
  
  ******************
  

• Initial Complaint

  Date:08/12/2023

  Type:Order 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.

  This a consumer complaint being submitted by **************** for the notice of adverse action provided to the claimant on August 10, 2023 by Customers Bank in regards to a $50,000 personal loan finance application submitted to *******. The financial lending company is in violation of CFR § 1002 of the Equal Credit Opportunity Act by denying the consumer's rights when the consumer has clearly shown creditworthiness as an applicant with a valid social security number. Consumer should not have been denied any extension of his own credit when the consumer has shown his creditworthiness, evidenced by his ability to contract on this finance application; CFR § 1002.1(b). All the proper fields were submitted to make this a valid application under CFR § 1002.6. There should be no reason for the denial on this application for being "incomplete," unless it was done so on a discriminatory basis. Any factors other than the creditworthiness of the applicant that contributed to the notice of adverse action are not valid reasons for the denial of this finance charge.

  Business Response

  Date: 09/06/2023

  Dear **************,

  We are in receipt of ********************* complaint submitted to the BBB and we appreciate the opportunity to investigate and respond. Customer service is of the utmost importance to us, and we take customer concerns very seriously.

  In the complaint, **. *** indicates that Customers Bank is denying consumers rights when the consumer has shown creditworthiness as an applicant with a social security number, and further states that a consumer should not be denied any extension of their own credit.

  Our review found that an application in the name of **************** was initiated via ******* for a personal loan. During the check your rate process, ******* displays several disclosures and consents, one of which is the referral consent that explains that ******* does not guarantee that you will be presented with loan offers or that you will meet the approval criteria for any particular offer.  

  A soft credit inquiry was performed,and **. *** was sent through the referral flow to see if he was eligible for a loan offer. Customers Bank provided him notice containing the outcome of final determination. If the information obtained from the consumer reporting agencies, which was shared with him, is incorrect, **.********** may contact the appropriate agency using the contact information provided.

  **************, we hope this information is helpful, please let us know if we can be of further assistance in resolution of this matter.

  Sincerely,
  Customers Bank Loan Operations 

• Initial Complaint

  Date:07/18/2023

  Type:Product 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.

  PPP Forgiveness loan refund from Customer's Bank. I have been calling Customer's bank since they took over PPP forgiveness loans for my rebate of $350. The won't give me a number to call and speak to live person. I can not get status of my $350 which they are legally obligated to do. Note: my loan was forgiven 7 months ago. They are suppose to return the payment amounts to clients per their agreement. I feel they are never going to pay us back neglicting their contractual agreemen. Please don' hesistate to contact me Hello, I called the number below and he said to write back to you and say I am requesting my refund/rebate from your refund department for my PPP Forgiveness load in the amount of $350. I look forward to your response. ***** ******* *** ** ********* *** #** Los Angeles, CA ***** ************ On Thursday, July 6, 2023 at 01:46:18 PM PDT, ppp-servicing wrote: Hello, If you would like to speak to a Customers Bank representative, please call us at ###-###-####. Thank you, From: ***** * Sent: Monday, July 3, 2023 6:05 PM To: ppp-servicing Subject: Re: Automatic reply: Your Paycheck Protection Program loan has been forgiven! - (**********) [ ref:**********.************:ref ] PLEASE NOTE: This email is not from a Customers Bank address. Do not click on suspicious links. Do not give out personal or bank information to unknown senders. Can I please have a number to speak to someone? thank you! last email to them. On Wednesday, June 21, 2023 at 09:52:06 AM PDT, ppp-servicing wrote: Thank you for contacting Customers Bank. At this time, we are experiencing a high volume of inquiries related to PPP loans. Please know that your inquiry is important to us and we are working diligently to respond as quickly as we can. In most cases, you may expect a response to your inquiry within two business days. However, this may vary and we appreciate your patience and understanding at this time. Thank you. Customers Bank PPP Loan Servicing Team

  Business Response

  Date: 08/03/2023

  Dear **************,
  We are in receipt of **. ******** complaint submitted to the BBB and appreciate the opportunity to investigate and respond. Customer service is of the utmost importance to us, and we take customer concerns very seriously.

  In his complaint, ****************** reported that he is due a refund.  It is the Banks understanding that ******* informed ****************** that he was fully approved for forgiveness. The SBA issued a full forgiveness status on this loan in November 2022. The SBA attempted to submit a payment to Customers bank on 11/29/2022; however, that payment failed. We have reached out to the SBA to resolve this issue; the SBA is aware of this payment issue and are working towards a resolution. Once payment is received by the SBA ****************** will be reimbursed for any payments made on the loan.

  We have been corresponding with ****************** via email since April 19, 2023.On July 3, 2023 he requested the contact center phone number which was provided on July 06, 2023. We look forward to working together to reach resolution with ****************** and the SBA.  

  **************, if we can help in any other way, please do not hesitate to contact us.
  
  Thank you,
  Customers Bank
  PPP Loan Servicing Team

• Initial Complaint

  Date:07/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Note that the following is abbreviated due to space constraints. On 5/26/23, my wife and I joined *************.com (***) & opened joint *** Checking & *** Savings accounts held at Customers Bank (CB). We established online account access directly at CB. We saw the *** FAQ (***************************************** stated "Upon cancellation of your *** membership, you retain full access to all of your bank accounts." We also saw we could find high interest accounts without paying ***’s fee, so cancelled our *** membership. We continued to have access to our CB accounts & transferred $10 into each account from ******* Credit Union (***) on 6/1. On 6/18, I noticed I couldn’t initiate INTERNAL transfers for the *** Checking account. I messaged customer service who wrote "The CB *** Checking is a view only account through our online banking, all transactions for the checking need to be iniated through the *** platform." This was not consistent with the *** FAQ, and I contacted *** on 6/21. On 6/26, I added CB to the message. On 6/28 I received a voicemail from ***** *** at CB, who transferred money from our Checking to Savings accounts. We did not want the Checking account closed due to $0 balance before our concerns were resolved, so pushed $10.01 from *** to *** Checking which posted on 6/29. I replied to my prior email to CB and pointed out the discrepancy between what I had asked (gain full account access as per the *** FAQ) and Steve’s transfer. On 7/3, I received a reply from ***** ************ that our *** Checking account not only did not have full access granted as per the statement on the *** FAQ but also was now closed without our consent. *** ************ was able to have the FAQ updated, which is helpful to those opening new accounts. However, it was not the language when we signed up, which clearly stated we would retain full access to *all* accounts opened via ***.

  Business Response

  Date: 07/27/2023

  Dear **************,

  We are in receipt of **. ********* complaint submitted to the BBB and appreciate the opportunity to investigate and respond.  Customer service is of the utmost importance to us, and we take customer concerns very seriously. 
  
  In his complaint, *** ******** reported that upon cancelation of his *** My Interest (***) membership he was no longer able to access his *** Pro Checking held at Customers Bank.  He explained that this contradicted an FAQ on ***’s website which stated, “Upon cancellation of your *** membership, you retain full access to all of your bank accounts” and requested that he be provided access to the account or to have a new account opened in his name through Customers Bank.
  
  Review confirmed the *** Pro Checking product is meant to only be a transactional account within the *** universe, as a connector to all the savings products on that platform.  Therefore, when the *** membership is cancelled, it will no longer be accessible since the *** Pro Checking is not a stand-alone checking account; hence his inability to access the account. Review confirmed that upon receiving his feedback about the referenced FAQ, updates were made to specify that customers would retain full access to only the Savings Accounts.
  
  *** ******** requested that the bank provide him access to the *** Pro checking or to open a Free Checking Account directly with Customers Bank.  As explained, since the *** Pro checking is an integrated product to connect ***’s network of high-yield savings accounts, it cannot be offered as a standalone product and was closed since he cancelled the *** Membership. His complaint expressed dissatisfaction that his account was closed without his prior consent. Please note, the Bank’s account terms clearly state that the Bank “...may close your account at any time and for any reason without notice to you. We will mail or deliver to you notice of the closing of your account along with a check to the address in our records.” The Bank complied with these obligations.  While it may not be his desired outcome, previous responses to him shared that there were no online checking or comparable product to offer via Customers Bank and there has been no changes to this at this time.
  
  *** ***** If we can help in any other way, please do not hesitate to contact us. 
  
  Sincerely,
  Customer Advocacy and Complaint Management 
  Customers Bank 

  Customer Answer

  Date: 08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although I am not satisfied with the results, I do not feel that further communication with Customers Bank regarding this matter will result in a satisfactory resolution. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:06/26/2023

  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 have provided documentation for PPP loan forgiveness multiple times. I am being asked to send the same documentation over and over again. Customers Bank has now, without approval, began taking money from my bank account for this loan repayment. My loan had all of the requirements met for forgiveness so why am I being charged?

  Business Response

  Date: 07/27/2023

  Dear **************,
  
  We are in receipt of **. ******* complaint submitted to the BBB and appreciate the opportunity to investigate and respond. Customer service is of the utmost importance to us, and we take customer concerns very seriously.
  
  In the complaint, **************** indicated that she had been requested to send documentation, multiple times. Review confirmed that the requested items were to satisfy items pertaining to her SBA forgiveness request.  It appears that upon non-receipt, the SBA’s forgiveness decision was issued on 04/14/2023. It is the Bank’s understanding that the borrower was notified of the decision by *******.
  
  In response to the SBA’s decision and the program guidelines, Promissory note, section 3.8 was invoked: “Borrower authorizes Lender to initiate, on each business day, ACH debit and credit entries to the deposit account designated by Borrower for Loan disbursements (“Designated Account”) for all payments due under this Note”.
  
  Upon her outreach, Customers Bank supplied the decision letter issued by the SBA to ****************.
  
  If **************** has any further questions, she is welcome to contact our office via email at [email protected] and/or via phone at ************.
  
  
  **************, if we can help in any other way, please do not hesitate to contact us.
  
  Sincerely,
  Customers Bank

• Initial Complaint

  Date:06/17/2023

  Type:Sales and Advertising 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 originated a PPP loan with ******* who turned into ***********, who went bankrupt and then transferred servicing to Customers Bank. SBA has clear guidelines on when a borrower is required to make payments after a forgiveness request has been submitted. My forgiveness was never processed by SBA but Customers Service decided they could go ahead and start taking my money anyway and drafted my **** checking account that I don't use anymore resulting in an over-draft. I've read my SBA note agreement and nowhere does it say they can draft any account without my permission. Now I have to deal with closing the account so they can't touch it again.

  Business Response

  Date: 07/10/2023

  Dear **************,
  We are in receipt of **. ***** complaint submitted to the BBB and appreciate the opportunity to investigate and respond.  Customers Bank strives to service each of our borrowers with the utmost of care and we welcome the opportunity to review and respond to **. ***** complaint.
  In partnership with *******, Customers Bank funded a Paycheck Protection Program (PPP) loan for *** ***** **** on 07/16/2020. As part of the repayment program, borrowers were eligible to have payments deferred by applying for forgiveness within a specified deferment period. *** ****’s initial Forgiveness application was received by ******* and submitted to the Small Business Association (SBA) on 5/4/22. The timing of this Forgiveness application was within *** ****’s deferment period and he was not required to make any payments on the loan while his Forgiveness application was under review with the SBA.
  On 6/15/22, the SBA initiated a PPP loan review due to the Denial Recommendation by *******. At this time, Customers Bank resumed communications with this Customer to assist them through the loan review process. *** **** was contacted via email by Customers Bank on 6/23/22, 7/1/22, 7/14/22, 7/27/22 and 7/29/22. He did not respond to any of our attempts to communicate with him, nor provide any documentation requested by the SBA. As a result, the SBA withdrew *** ****’s Forgiveness application for failure to comply with the SBA Loan Review.
  *** **** was informed via the email on 7/29/22 that he was required to reapply, and his most recent forgiveness application was received by ******* and submitted to the SBA on 10/18/22. This Forgiveness application is well beyond the PPP Deferment Period of 16 months. Good faith efforts were made by Customers Bank to assist *** **** with the SBA Loan Review and inaction on the part of the borrower prevented the SBA from completing their review of his Forgiveness application.
  It was confirmed that on 3/20/23, further documentation was provided to the SBA.  If his Forgiveness application is approved in full by the SBA, any payments made would be returned to him.
  With respect to the ACH payment that was deducted, *** ****’s signed Promissory note, “authorizes Lender to initiate, on each business day, ACH debit and credit entries to the deposit account designated by Borrower for Loan disbursements (“Designated Account”) for all payments due under this Note, and to debit the Designated Account for such payments on the date each payment is due and to initiate, if necessary, additional entries for any entries credited or debited in error.”  As of 7/6/23, *** **** has not provided a written request to revoke ACH debit permissions.  If it is his intention to revoke ACH debit permissions and make necessary payments via a different method, a request to cancel this ACH authorization must be presented to the lender in writing with at least five days prior notice, to allow for processing. 
  At this time, since his application is still being processed via the SBA and the deferment period has ended, it is reasonable and prudent for *** **** to continue making agreed upon payments for the PPP loan funded by Customers Bank on 7/16/2020.
  

• Initial Complaint

  Date:06/12/2023

  Type:Order 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.

  SBA provided PPP to businesses that stayed open, took losses, and kept employees. The original loan servicing company, ******* (later ***********) mishandled documents and breached their responsibility to thousands of borrowers. They then filed for bankruptcy. During this process, (we believe) ******** ******* purchased the bankrupt company and somehow the servicing of the loan was bundled/sold/transferred to Customers Bank. The loan amount should have been forgiven. Documentation to appeal with the SBA came too late... another failure of ******* ***********. The above is backstory. The issue that we are trying to resolve is that Customers Bank showed up in April 2023 saying that they were going to service the loan. When we explained the situation, they provided a document (TO: Customers Bank) dated January 2022 which outlined that the SBA had reviewed our forgiveness package and denied it. Customers bank was instructed to notify us within 5 business days and we (as borrowers) would have 30 days to appeal the decision and provide the requested documentation. I copied the SBA Office of Appeals into the last email stream with Customers Bank in the hopes that we will reach some resolution, but I fear the SBA is constrained by its own policies. When we tried to resolve this with the SBA & ******* in the past, it was explained that we were past the deadline to appeal & the SBA's hands were tied. Again, like ***********, Customers Bank did not provide the SBA documents in a timely fashion, and we will likely not be able to appeal because of a mishandling of the process which was not our fault.

  Business Response

  Date: 07/26/2023

  Dear **************,

  We are in receipt of **. ****** complaint submitted to the BBB and appreciate the opportunity to investigate and respond. **************** is of the utmost importance to us, and we take customer concerns very seriously.
  

  In the complaint, ************** indicates that Customers Bank did not provide him the SBA’s final decision justification letter in a timely manner for him to apply for an appeal through the SBA. Review confirmed the SBA forgiveness decision was issued on 01/31/2022, and it is the Bank’s understanding that the borrower was notified by *******.
  
  Upon his outreach, Customers Bank supplied the decision letter issued by the SBA to ************** on 06/03/2023. There is no further information to provide at this time.
  
  If ************** has any further questions, he is welcome to contact our office via email at [email protected] and/or via phone at ************.

  **************, if we can help in any other way, please do not hesitate to contact us.