Reviews

This profile includes reviews 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

Review Details

• Review fromSlava A

  Date: 04/04/2025

  1 star

  Slava A

  Date: 04/04/2025

  There are serious privacy concerns. Their personal loan servicing team appears to use ChatGPT (or another LLM) for correspondence with you (an AI text detector flagged their response). This means that your personal financial information is shared with a third-party AI provider without your consent, knowledge, or control. This is a serious breach of data ********** careful with the ** of the web pages that give you access to your loan. Some words are used not according to their dictionary meaning. When I "paid off" my loan on their web page, I expected (by the word's definition) that I had given them all the money I owed. It turned out that "to pay off" in their Universe doesn't mean that. Despite the deceptive **, which is their fault, they continued to attempt further charges and accrue interest.

  Customers Bank

  Date: 04/24/2025

  We are in receipt of ***** ********* review submitted to the BBB and appreciate the opportunity to investigate and respond. **************** is our top priority, and we take customer concerns very seriously.Protecting a consumers information is of the outmost importance. At account opening, ********************** are provided with Upstarts privacy policy, which describes the ways their personal information is collected, used, shared, and protected. Per the privacy policy, the customer cannot limit the sharing of their personal information for the purpose of credit reporting. The current version of the policy can be viewed at **************************************. Internal research has confirmed that ***** ********* personal information was not shared with any external AI tools.***** ******** utilized the online dashboard to initiate a payoff quote one day prior to their scheduled recurring payment. The payoff tool enables a customer to obtain a payoff figure as of the current date or future date and is designed to complete an authorization via an ACH payment from their linked external account. As stated in FAQs, payoff amounts are calculated with the assumption that all payments scheduled before or on that date are successful. In other words, if any payments on your payment schedule were to be canceled or unsuccessfully processed, the payoff amount would change. The recurring payments were not disabled before the payoff was submitted, and the payment was not cancelled timely before the option to pay the remaining balance on the date of 03/24/2025. Therefore, the system assumed the recurring payment scheduled for 03/25/2025, would be processed as scheduled. As indicated in the Promissory note, Upstart requires at least 3 business days notice before a scheduled payment in order to guarantee a change or cancellation. On 03/31/2025, ******* was notified that the scheduled 03/25/2025 recurring payment was returned due to a stop payment. This occurred after the intended payoff was made and kept the loan from being paid in full. As of 04/18/2025, the loan is current, with an outstanding balance. Interest accrues daily until the loan has been repaid in full. ***** ******** may contact Customers Bank Loan Operations to discuss their account by phone at ************** or via email at ******************************************* Loan Operations phone hours are every day from 6am-5pm PST (9am-8pm EST), except New Years Day, Thanksgiving Day, Christmas Eve, and Christmas Day.

• Review fromYong Ae H

  Date: 06/27/2024

  1 star

  Yong Ae H

  Date: 06/27/2024

  On February 8th 2024, I got a payoff letter from Customers Bank that said I only needed to pay $16.72 in order to fully pay off a *** loan I applied for. I paid off the $16.72 and the got a letter from Customers Bank stating the *** loan was fully paid off.But, later down the line when I applied for an *** loan, I was held up for weeks because the *** said I actually needed to pay an additional $3,754.06 to resolve the *** loan. I called Customers Bank daily for about 2 months but they couldn't so anything to resolve this mistake. In the end, I paid the *** the $3,754.06 even though I didn't have to. I do not understand how Customers Bank could not resolve this for me after such a long time. The lender I was working with to get the *** loan also said Customers Bank was being incompetent.

  Customers Bank

  Date: 07/08/2024

  Thank you for forwarding the recent feedback from *************. We have also received their comments through other channels and will address them promptly.

• Review fromRichard E.

  Date: 07/19/2023

  1 star

  Richard E.

  Date: 07/19/2023

  My mother is a senior. She received a letter from Customers Bank regarding an $870 charge that has been pending for 3 months - it was the first time they've ever contacted her. Apparently, someone took out a $22,000 in her name. I first thought it was just a scam, then after some DD, we realized that it was actually on her credit report. Then we call the bank to get this resolved. They move us over to the fraud dept. where the agent would not allow me to be involved in the conversation even though my mother requested this. They said I have to have power of attorney to even ask a question. The agent spoke very fast, interrupted her, confused her intentionally, and consistently told her that he doesn't understand any of her questions or concerns. He had all of the dates wrong, and did not provide any information about the active loan in my mother's name. He went as far to say that he couldn't tell us where they were located.
  
  The agent said that in order to start a fraud investigation, we would have to wait on a "theft Packet", and send it back immediately. We got the packet which is several pages long. It states that if we don't return it within 30 days, they will consider the loan valid and continue to tank her credit and pursue payment.
  
  *Also, in the fine print it states that SHE WAIVES HER RIGHT TO A CLASS ACTION LAWSUIT upon returning the packet.
  
  Customers Bank does not require a Driver's license or even a corresponding email address before issuing a $22k loan.
  
  They have the wrong email on file for my mother, and we've proven that this loan was fraudulent, Customers Bank continues to withhold every piece of information about the loan, to force her to send the theft packet back and waive her rights.
  
  They never called, mailed, emailed, when the loan was initiated, but they SURE LOVE TO EXTORT SENIORS.
  
  They keep saying this is identity theft. I don't think so. We have no proof that Customers Bank didn't create the loan by mistake or some other reason.
  
  

  Customers Bank

  Date: 07/28/2023

  BBB Customer Review,
  We are in receipt of Mr. E******** review 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.
  While the review does provide some specifics in terms of issues or concerns, it does not provide any consumer or account-specific details. Since this is a public site, and in order to protect the consumer’s privacy and security, we encourage Mr. E****** to have his mother contact us via any of the methods provided below in order to further assist her in the process.
  Again, we appreciate the feedback and opportunity to respond to the review.
  Sincerely,
  Customers Bank Loan Operations
  Phone: (**** ******** ****** ********************************* ***** ********* **** **** ********** **** *** **** *** ****** *** *****

• Review fromKatherine S

  Date: 07/07/2023

  2 stars
  I don't know if this is who bankmobile goes through or not. Customer service has repeatedly refused to update address,phone number,and email.

• Review fromDOCK T

  Date: 02/06/2023

  1 star

  DOCK T

  Date: 02/06/2023

  THIS IS THE WORST BANKING PRACTICES MY CARD PAYMENTS WERE WHERE I COULD AFFORD TO PAY BUT MY PAYMENTS WENT FROM 40.00 MONTH TO 90.00 A MONTH I HAVE TALKED WITH SOMEONE ABOUT IT AND THEY TOLD ME THATS THE WAY IT IS SORRY DON'T MIND PAYING MY BILL BUT IT IS TO HIGH MONTHLY.

  Customers Bank

  Date: 03/02/2023

  We are in receipt of Mr. T*****’s review submitted on February 6, 2023, 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 review, Mr. Tucker states, “My card payments were where I could afford to pay but my payments went from 40.00 a month to 90.00 a month, I have talked with someone about it, and they told me that is the way it is.”
  On February 16, 2023, one of our Team Leads in our Customer Service Department called the cardholder to explain how minimum payments are calculated for the BankMobile Credit Mastercard. Mr. T***** did not answer this outbound call, so a detailed voice message was left on his voicemail. The message essentially provided an explanation on the main reason the minimum payment increased relative to the account statement and balances. The Team Lead also added further explanation on the changes with the due date, per his request, and the reason the interest increased in the month of January. Instead of being a 30-day cycle it was 45 days (adding an additional 15 days of interest). The message concluded with encouragement to call us back if he had any questions.
  As of the writing of this response we have not received a call back from Mr. T*****, however if he has any further questions, he is welcome to contact our Customer Service Department at 1-************.
  Sincerely,
  Customers Bank
  Credit Card Operations

• Review fromFred J.

  Date: 01/02/2023

  1 star

  Fred J.

  Date: 01/02/2023

  This is the worst , most unprofessional banking institution I have ever worked with. They give you the run around about ppp forgiveness. I believe that they are a fraudulent bank, and I’m in the process of filing a lawsuit because they put a hold on my account. The only time that I hear from them , is when they’re emailing me about my ppp payment. I’ve been trying to forgive my ppp loan for over a year!??????

  Customers Bank

  Date: 01/11/2023

  Customers Bank is in receipt of Mr. Jones’ review submitted to the BBB. We take customer feedback very seriously and appreciate the opportunity to respond.
  
  In his review, Mr. Jones reported that he is unable to apply for forgiveness for his Paycheck Protection Program (PPP) loan due to a hold being placed on his account. Our review confirmed that an SBA Intra-Agency Hold was placed on his loan. This hold was not placed by Customers Bank, as Mr. Jones suggested.
  
  Also, addressing Mr. Jones’ concern regarding help applying for PPP forgiveness, he was sent emails with a link to apply for PPP loan forgiveness on the following dates: 4/21/22, 7/21/22, 10/10/22, 11/2/22 and 11/9/22.
  
  If Mr. Jones has any difficulty applying or additional concerns, we would be happy to be of assistance in any way that we can. He can contact us at [email protected].
  
  Sincerely,
  Customers Bank
  PPP Program Management Office