Complaints

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

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  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:03/27/2023

  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.

  This bank closed one of my accounts due to "fraud" with no reason given. All contacts to this bank via phone has resulted in my having to leave a message for the "security" department. Not a singe call has been returned. I had a second account which is not closed that has a balance and they will not release my funds until I talk to the "security" department. You see my problem here. There is no supervisor to talk to also every time I call their customer service line. I want my money returned to me ASAP.

  Business Response

  Date: 04/18/2023

  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, *** ****** reports that the bank closed one of his accounts due to “fraud” with no reason given and that he attempted to contact the bank and Fraud department by phone to resolve the issues.  He elaborates that the calls were not returned and his remaining account that had a balance was not closed, and he was unable to access the funds.  He requested that his funds be returned to him from the remaining account. 
  
  Reviewed confirmed *** ******’s profile was flagged/restricted in January 2023 by Fraud Prevention and Investigation (FP&I)  Upon further discussion between the FP&I investigator and *** ****** we show that the restriction was lifted, and any remaining funds owed to him has since been disbursed.   
  
  We apologize for any inconvenience he may have experienced and if *** ****** has any additional concerns, he can contact our department at 484-920-3319. 
  
  *** ***** If we can help in any other way, please do not hesitate to contact us. 
  
  Sincerely,
  Fraud Prevention and Investigations
  Customers Bank 

  Customer Answer

  Date: 05/02/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:01/28/2023

  Type:Service or Repair 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 received a bank statement from Customers Bank, Malvern PA, for a personal checking account I did not open or authorize to be opened. I have attempted to contact the bank's fraud department and customer service department multiple times to report this and ensure the account is deactivated/closed, but to date I have not received a response.

  Business Response

  Date: 02/08/2023

  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 her complaint, ************** indicated that an account was opened at Customers Bank without her authorization and that she was attempting to notify Customers Bank, ensure the account was closed, and remove any information reported to the Credit Bureaus.

  Due to the sensitive nature of her concerns, Customers Bank did attempt to contact ************** directly on 02/03/2023 at the phone number listed within her complaint; however, the attempt was unsuccessful.  A voicemail message with direct contact information to Customers Banks Fraud Department was provided. 

  The account in question was closed on 01/18/2023, and the information related to the account was not reported to the Credit Bureaus as the account was not a credit-based product.   A closure letter was mailed to the physical address provided within ********s complaint on 02/03/2023.

  If ************** has any further questions, she is welcome to contact our office at **************, Monday Friday between 9am and 5pm EST, and we would be happy to assist. 

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

  Fraud Prevention & Investigations department

  Customers Bank 

• Initial Complaint

  Date:12/27/2022

  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.

  Received in the mail a New Chip Debit Card for an account that I didn't request. A week later received a statement ending 12/15/22 on that account. Would like information on who opened this account without my authorization. This account should not have been open in my name. Please correct my credit report if needed.

  Business Response

  Date: 01/13/2023

  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 her complaint, *********** states that she received a debit card and statement in the mail for a bank account with Customers Bank that was opened without her authorization.  ************ is requesting that the bank close the account and correct her credit report if needed. 

  Upon review, due to the reference to fraudulent activity, Fraud Prevention and Investigation worked internally and a letter was emailed to ************ confirming the resolution provided on 01/12/2023. There were no needed updates to her credit report.  

  **************, if we can help in any other way, please do not hesitate to contact us.
  
  Sincerely,
  
  Fraud Prevention and Investigations
  Customers Bank

  Customer Answer

  Date: 01/19/2023

  [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:  Because we asked WHO opened this account?  They did not answer the question.  With that information we would know if it was a Banking problem or identity theft.

  I can't report an identity theft if I do not know if this was bank personal or a person not connected to the bank.  

  Regards,

  ***********************
  

  Business Response

  Date: 02/02/2023

  Dear **************,
  
  We are in receipt of ************** rejection submitted to the BBB and appreciate the opportunity to investigate and respond. 
  
  In her complaint, ************ requested to know who opened the account in her name with Customers Bank.  At this time, Customers Bank is unaware of the person or persons that opened the account and do suspect Identity Theft.  A letter was emailed to ************ on 01/18/2023 confirming the account was closed and provided steps to address ID Theft.  
  
  If ************ has any additional concerns, we would be happy to be of assistance.  A direct phone number was provided with the email sent on 01/18/2023. 
  
  **************, if we can help in any other way, please do not hesitate to contact us.
  
  Sincerely,
  Customers Bank

  Customer Answer

  Date: 02/08/2023

  [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: I never claimed this activity as Identify theft.  This activity could have been Identify theft or bank fraud activity. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 03/22/2023

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

  We are in receipt of ************** recent follow-up submitted to the BBB and appreciate the opportunity to investigate and respond. 

  ************ expressed concern that she never claimed the activity as Identity Theft and that it could either be Identity Theft or bank fraud activity.  As indicated in the previous response, Customers Bank confirmed that the referenced account opened in her name was fraudulent and fits the pattern of identity theft. The Bank followed through with appropriate steps to close the account and provide her guidance to protect herself.  At this time, previous responses remain the same with no added information to provide.  As such, we will consider this matter closed and we encourage ************ to follow the steps outlined in the guidance we previously provided and contact us directly if there are any updates requiring our assistance.

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

  Sincerely,

  
  Customers Bank

• Initial Complaint

  Date:12/27/2022

  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.

  I received a notice via mail of an account I did not open with them. I have been attempting to contact their customer service line during their posted business hours, sat on hold for a couple of hours and am unable to get anyone to answer the phone. I am concerned at their point if they are even legitimate, since this is a fraudulently opened account, under my previous married name (***************************, not my current name), with my current address. I do not know this company and have never had dealings with them in my life. I need contact from them to delete this account and track down who opened a fraudulent savings account in my name.

  Business Response

  Date: 01/13/2023

  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 her complaint, *************** reported that an account was opened in her name with Customers Bank without her authority.  She also stated that she attempted to contact Customers Bank and was unable to reach anyone at the bank. 

  Due to the sensitive nature of her concerns and the reference to fraudulent activity, Fraud Prevention and Investigations spoke with **************** on 01/11/2023 to resolve her concerns.  A letter was emailed to her at her email address confirming the resolution provided.

  **************, if we can help in any other way, please do not hesitate to contact us.
  
  Sincerely,
  
  Fraud Prevention and Investigations
  Customers Bank

  Customer Answer

  Date: 01/17/2023

  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. We had a good discussion about what had happened and left me with solid confidence in their practices. 

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/22/2022

  Type:Customer Service 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.

  My loan was caught in cross fire transitioning from Amur which was sent for forgiveness 12/6/21 then I had got a email to go through forgiveness through Customers Bank again 12/16/21 after 72 emails the forgives portal opened and I was able to again finally submit forgiveness 8/11/22 of this year (almost an entire year waiting) and emails to prove. I had one amazing representative that helped me from June up until forgiveness until August as per my account. Loan- ********** this process with this transition has been a living nightmare. Now loan is due after the long wait and SBA reaching out after losing financially. It shouldnt have taken the entire duration of lenience period to get portal to open only to be denied very last minute after being sent 12/6/21 over a year ago.

  Business Response

  Date: 01/13/2023

  Dear **************,
  
  We are in receipt of the complaint ************** submitted to the BBB and appreciate the opportunity to investigate and respond. Customer service is of the utmost importance to Customers Bank, and we take customer concerns very seriously.
  
  In her complaint, ************** reported that her PPP forgiveness request transitioned on 12/16/21 from Amur to Customers Bank. After numerous emails, she was able to apply for forgiveness on 8/11/22. Due to the long wait period,************** states that she was impacted financially, and forgiveness of her loan has been denied. Our reviewed confirmed that on 5/17/22, the borrower contacted the Customers Bank Customer Care Center (CCC) requesting assistance in applying for forgiveness due to an SBA Intra-Agency hold placed on her account. Also, on 6/21/22 and 6/22/22 the borrower contacted the CCC to request a new forgiveness portal link to apply for forgiveness. On 7/25/22, ************** was instructed to check spam for an email from Customers Bank that included a portal link, and she confirmed that she received the invite. 
  
  On 12/14/2022, ************** was informed via email that the SBA was requesting additional documentation in order to approve her forgiveness application. The additional forgiveness application review was being conducted by the SBA, and not Customers Bank. **************** forgiveness application has not been declined by the SBA and is currently awaiting the requested additional information.   As of 1/11/23, the borrower has requested that the *** review and decision her forgiveness application as is to which the Bank has forwarded her request to the SBA on 1/13/23. 
  
  If ************** has any additional concerns, we would be more than happy to be of assistance, and she can contact us at [email protected]. 
  
  Thank you for your time and if there are additional questions or we can help the BBB out in any other way, please do not hesitate to contact us.
  
  Sincerely,
  
  Customers Bank
  PPP Program Management Office
  

• Initial Complaint

  Date:12/19/2022

  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.

  First, your customer service and onboarding process are equally abhorrent. Second, you are presently advertising 4.05% APY on your website for your high-yield digital savings account. I enrolled and am being offered instead 3.98%.

  Business Response

  Date: 01/06/2023

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

  We are in receipt of **. ******** complaint submitted to the BBB and appreciate the opportunity to investigate and respond.  Advertising interest rates is a very regulated function in banking and we take customer concerns very seriously. 

  In his complaint,****************** indicates that he is unhappy with the customer service that he received and is concerned that he is not being credited the correct interest rate on his new savings account.  Review showed he initially had trouble logging into his online banking and was assisted on December 19 to gain access to the online banking portal.  Once he was able to access his account, he could see the interest rate at which his account was accruing and questioned why it was different from the advertised rate. 

  The reason for the differing rates is that the advertised rate of 4.05% APY, as referenced in his complaint, is the rate of return as an annual percentage yield which is accurate and the rate that banks are required to disclose per Regulation DD.  The rate he sees on his online banking is 3.98%, which is the APR and the correct rate at which the account accrues interest. It is an annualized rate applied to the principal balance each day in order to determine the amount of interest that has accrued on that days’ balance.  When interest and principal are compounded at that rate it equals the APY of 4.05%.  Review confirmed calculations were correctly applied to his account in accordance with what was advertised.

  If ****************** has any further questions, he is welcome to call one of our relationship managers at ************** and they would be happy to assist.

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

  Customers Bank Digital Channel Director

• Initial Complaint

  Date:10/21/2022

  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 paid off my account on 8/31/22 in the amount of $4,926.71. The balance on my account during that billing period. I received emails stating my account was past due. When I called on October 15th, I was told that I owed $11.98. I asked to pay by debit and check. I was told that they were unable to take payments over the phone. I explained that I could not use my account linked. They refused to take my payment. I mailed a check for the $11.98. Today 10/21/22 I was sent an email that my account is past due $.01. This is absolutely ridiculous.

  Business Response

  Date: 11/09/2022

  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, ************** reported that she made a final payment to her account which she believed paid off the balance of her loan.  Upon receipt of payment, email notification was sent to ************** directing her to visit her dashboard for current loan details.  When calling to resolve the matter, she was advised of the balance owed and the methods available to make the payment.

  While we regret that the service experience did not meet her expectations, we truly appreciate her willingness to share her experience.  To protect the privacy of her information, we contacted ************** separately to discuss final resolution.  If ************** has any questions or concerns, she can contact us at ************.   

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

  Customers Bank Consumer Lending Team

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair 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 is Absolutely a last effort attempt to resolve a banking issue that began in May of 2021 My Business **************************** recieved approval for a PPP loan in the amount of $2220.00 ***** *** was the facillitater of the loan application and Customers Bank was the financial institution responsible for the ACH transfer of funds (Apparently) ******** failed to present the full account number associated with the Business account, they also placed my name as the business " ******** ********" Instead of ****** ******** ********** for the deposit, everything was entered correctly on my end (Application) Customers Bank sent the ACH on 5/4/2021 and supposedly recieved a positive/succesful recipt of transfer into a *** account it is not stated as to if the bank account was business or personal either way my account never recieved a deposit! it is Customers bank contention that the deposit was true and valid. it is also ***'s contention that "NO Deposit" in that dollar amount was ever recieved, or returned. I have emails and documents from both banks neither bank is willing to talk on the phone or communicate via email concerning my issue. Now, I am being contacted weekly by a third entity (******* *********) requesting payment on a loan that I failed to apply for forgiveness on that I never recieved!!

  Business Response

  Date: 09/07/2022

  Dear *************,
  
  RE:  Complaint ********;*********************************
  
  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 his PPP loan was approved by ******** and Customers Bank was responsible for the ACH (transfer of funds into his deposit account).  Our review confirmed that on 05/04/2021 funds were sent to the external bank account number listed/provided within the loan closing documents.   A trace number was provided to the borrower on 8/2/2022, to assist his Bank in locating the funds at their institution, since the funds were not rejected/returned to Customers Bank.  On 8/22/2022 a representative from **.********* **** stated that no deposit was received. Customers Bank has in turn initiated a FedTrace on the funds. We sent a message to the customer on 08/30/2022, informing of the trace initiated by the  Bank. As of 09/07/2022, Customers Bank is still awaiting a response to the Fed trace from the external Bank.  We will provide an update weekly until trace is complete.

  If ******************** has any additional concerns, we would be happy to be of assistance.  He can contact us at [email protected] . 
  **************, if we can help in any other way, please do not hesitate to contact us.
  
  Sincerely,
  
  Customers Bank
  PPP Program Management Office