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Business Profile

Bank

Cross River Bank

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 151 total complaints in the last 3 years.
  • 55 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/19/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    As of 15 August 2024, my account has been suspended and i have not been able to get to work. Due to my debit card, checking account, and savings account being suspended. I have talked with customer service multiple times also management neither support team knows why my account is suspended and telling me that i need to wait for an email for confirmation and that the account is getting reviewed by the review team. I’m on the edge of getting fired because i can’t get gas due to my debit card being locked and i can’t feed my kids because they want allow me to transfer any money i have. It’s really getting ridiculous because I’m losing wages because I haven’t been able to get to work and I’m having to to come up with loose change to feed my family this is the only account that has my money and i can’t afford to wait any longer.

    Business Response

    Date: 08/29/2024



    On behalf of
    Mr. Gilles G. CEO of Cross River Bank, I am writing to acknowledge receipt
    of the referenced complaint.  At Cross
    River Bank, we strive to provide the highest level of service and welcome the
    opportunity to address ******* Manuel’s concerns. We are working to address the
    complaint and, in order to protect *******’s privacy, Cross River Bank will be
    responding to ******* directly. ******* can expect a response from Cross River
    Bank soon.  We thank ******* for their
    patience as we investigate this matter.


    Sincerely,

    Cross River Bank 

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Play Purchased solar panels from ******** *********, who sold the loan to this company. When they did the UCC filing, they included multiple addresses within our neighborhood, and we are just finding out that those addresses can not sell their home because their titles are clouded. We have tried to contact the legal department to get this settled, but have not gotten any response back. We need to do a partial release to get the other addresses off of our UCC filing.

    Business Response

    Date: 08/29/2024



    On behalf of
    Mr. Gilles G. CEO of Cross River Bank, I am writing to acknowledge receipt
    of the referenced complaint.  At Cross
    River Bank, we strive to provide the highest level of service to our customers
    and welcome the opportunity to address the concerns of *****
    *******. We contacted ******** ********* LLC (“********”) about their
    concerns, and ******** has confirmed that they received a duplicate complaint
    from the BBB regarding this matter. In order to protect our
    customer’s privacy ******** responded to ***** directly on August 27, 2024.

    If *****
    has further questions or concerns, he may contact ******** at ###-###-####.


    Sincerely,

    Cross River Bank 

  • Initial Complaint

    Date:08/05/2024

    Type:Product Issues
    Status:
    Answered
    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 this company and they continued to charge me four additional months, resulting in an overpayment of $2,000. A seemingly easy fix would be just to refund me for the extra payments but I have been unable to reach anybody to help for two weeks now.

    Business Response

    Date: 08/22/2024

    Dear ******:

    On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address *************************** concerns. We are working with Affirm to address the complaint and, in order to protect our customers privacy, ********************** will be responding to ****** directly. ****** can expect a response from Affirm soon.  We thank ****** for their patience as we investigate this matter.


    Sincerely,

    Cross River Bank 

  • Initial Complaint

    Date:07/23/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 paid this advertised "credit card" for the past 3 years and the balance does not go down due to the fact it is a "loan" which was never explained and in violation of the FCRA. this is a predatory company and i intend to file legal action that this balance was paid 4-5 times over per a private CPA i hired to look at the account balances and payments. due to 36%+ interest this is purely illegal. they are called me at hours before 8am and 8pm which is a violation of the FDCPA and i will be taking action against upgrade and cross river if this is not rectified on my credit report.

  • Initial Complaint

    Date:07/09/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Apparently upgrade dispute department has opened a account in my name and placed funds into my account in January 2024. The account number does not go to my account and I have not been given my money which violates state and federal laws as well as regulations . Currently you have also been mailed a demand letter and without late fees you owe me the account balance of ****** and another amount of ****** I have filed cases since April and no one responds abd the new account that I didn't authorize goes to CrossRiver Bank therefore I'm attempting to resolve the amount owed .

    Business Response

    Date: 07/25/2024

    Dear ******:

    On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address ******************** concerns. Upgrade, Inc.(Upgrade) has investigated the details of the complaint and, in order to protect our customers privacy, Upgrade responded directly to ****** regarding their concern on July 24, 2024. We thank ****** for their patience as we worked with Upgrade to address this matter.


    Sincerely,

    Cross River Bank 

  • Initial Complaint

    Date:06/20/2024

    Type:Billing Issues
    Status:
    Unresolved
    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 got my ID stolen and someone made a bank account in my name and the company is failing to help me in the matter.

    Business Response

    Date: 06/28/2024

    Dear Janice:

    On behalf of Mr. Gilles G***, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address ****** ******* concerns. We are working to address the complaint and, in order to protect our customer’s privacy, we will be responding to ****** directly. ****** can expect a response from us shortly.  We thank ****** for their patience as we investigate this matter.


    Sincerely, 

    Cross River Bank 

    Customer Answer

    Date: 07/15/2024


    Complaint: 21877556

    I am rejecting this response because:

    They have not reached out to me, and they lied saying they will, I given them time after time to do it and their window is closing. I can care less what the *** says, I as a President myself this is very uncalled for from his office and very unprofessional. Someone made an account under my name and they don't care.




    Regards,

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

    Business Response

    Date: 08/22/2024

    Dear ******:

    On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  Cross River Bank reviewed the concerns of *********************** expressed to the BBB and welcomes the opportunity to respond.
    Cross River Bank can confirm that our Fraud Investigations Team attempted to contact *********************** on June 18, 2024, and June 25, 2024, to request additional information. If further assistance is required, we request that *********************** please respond directly to our Fraud Investigation Teams email, or alternatively contact us via email at ************************************************************ so that we may promptly investigate this matter.

    If you have any further questions or concerns, please do not hesitate to reach out.

    Sincerely,

    Cross River Bank 

    Customer Answer

    Date: 08/22/2024


    Complaint: 21877556

    I am rejecting this response because:

    The business has not tried to contact me and lied to you and me. As a President that is shameful. Your CEO does not seem to care, if they did, they would have reach out to me. Here what I will say call *****************, I like to see if you will truly try to reach out to me. That number is my personal office number. Call that number, I'm open from 9am-10pm EST. I hope to hear from the CEO themself or someone in the fraud department who is a manager/director+. Hope to hear from you guys soon. As this investigation is still ongoing. 


    Regards,

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

  • Initial Complaint

    Date:06/06/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    June 6th at 1:00 PM MT Called in and the lady verified my information.. Said I had a loan. I ***** I dont, and then she told me "Dont play games with me"started getting snippy and hung up the phone. I called in again... got the same lady and she verified my info then transferred me over and over again until I got someone else.Her name was *****.Cross river bank and upgrade card products and employees continue to make simple transactions challenging and impossible to manage.

    Business Response

    Date: 06/20/2024

    Dear ******:

    On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address ****** Norths concerns. Upgrade, Inc.(Upgrade) has investigated the details of the complaint and, in order to protect our customers privacy, Upgrade responded directly to ****** regarding their concern on June 20, 2024. We thank ****** for their patience as we worked with Upgrade to address this matter.


    Sincerely,

    Cross River Bank 

    Customer Answer

    Date: 06/21/2024


    Complaint: 21813100

    I am rejecting this response because:

    This is unacceptable behavior and their ratings should reflects as such.

    Regards,

    ****** North

  • Initial Complaint

    Date:05/29/2024

    Type:Billing Issues
    Status:
    Answered
    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 letter from Cross River Bank c/o Achieve Loans stating that I was denied for the loan I applied for. I never applied for a loan through this bank or any of its affiliates. I contacted the company and they said that I must have been sent to them as a lead, yet they implied that I had applied for a loan and included information relating to a fake credit score for me.

    Business Response

    Date: 06/18/2024

    Dear ******:

    On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address ******************** concerns. We are working with Achieve to address the complaint and, in order to protect our customers privacy, Achieve will be responding to ***** directly. ***** can expect a response from Achieve soon.  We thank ***** for their patience as we investigate this matter.


    Sincerely, 

    Cross River Bank 

  • Initial Complaint

    Date:05/15/2024

    Type:Product Issues
    Status:
    Answered
    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 was double charged on March 2nd 2024 for the amount of $216. I disputed the double charge with my bank. On 4/30/2024 my bank denied my dispute. On may 1st 2024 I contacted the merchant *********, for my refund due to the double charge. The merchant said they’re unable to refund me because the charge is not shown in their system but said if I do a dispute with my bank they’ll approve it. So I appeal the dispute on may 2nd. On may 8th my bank denied the appeal stating I did not provide enough evidence. The manager of ********* shanice, emailed me proof for my bank. Stating I was wrongfully charged and to request a chargeback with my bank and she would approve it immediately. I showed my bank the email. They denied it again stating my dispute reason was wrong. For my dispute reason I put I was double charged and stated I paid cash. It would not let me put I was double charged without putting how it was paid. Although the manager of ********* is showing proof I was wrongfully double charged and should be refunded, current aka ****** ********* group is stating I cannot receive a refund because I put the wrong reason. Meaning they are keeping funds for a transaction I was wrongfully double charged for.

    Business Response

    Date: 05/17/2024



    On behalf of Mr. ****** ****, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address the concerns of ***** ******* We are working with Current to address the complaint and, in order to protect our customer’s privacy, Current will be responding to ***** directly.  ***** can expect a response from Current soon.   We thank ***** for their patience as we investigate this matter.

    Thank you.

     

    Customer Answer

    Date: 05/17/2024



    Complaint: ********



    I am rejecting this response because: until I receive my refunded amount, I’m rejecting this response. 







    Regards,



    ***** ******

  • Initial Complaint

    Date:04/16/2024

    Type:Order Issues
    Status:
    Resolved
    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.
    Cross River Bank has failed to assit me in filling a direct forgiveness application with the SBA for a previous ill handled PPP Forgiveness application submitted by myself in 2021. I have been trying to get this resolved since then with no assistance from Kabbage or Cross River.

    I would like to submit directly with SBA since the current lenders cooperative is taking long and with the new SBA rules I can submit directly with the SBA but Cross River keep rejecting my request. See attachment,

    New SBA Rules:

    SBA is working to streamline the PPP forgiveness application process. Beginning in March 2024, all borrowers applying for forgiveness can use SBA's Direct Forgiveness Portal (DFP). This will ensure a more accessible process for borrowers, no matter loan size.

    All lenders will be required to decision forgiveness applications received through the portal. Lenders who have an established internal process may continue to use it. However, they must also accept DFP applications. When a borrower submits an application their PPP lender will get a notice.

    Business Response

    Date: 05/03/2024

    Dear
    Janice:

    On behalf of
    Mr. Gilles G***, CEO of Cross River Bank, I am writing to acknowledge receipt
    of the referenced complaint.  At Cross
    River Bank, we strive to provide the highest level of service to our customers
    and welcome the opportunity to address ***** ********* concerns. We are working
    to address the complaint and, in order to protect our customer’s privacy, Cross
    River Bank will be responding to ***** directly. ***** can expect a response
    from Cross River Bank soon.  We thank *****
    for their patience as we investigate this matter.


    Sincerely,

    Cross River Bank 

    Customer Answer

    Date: 05/04/2024

    [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 will await communication from Cross River Bank as mentioned in the resolution and expect an update and solution to my issue within 10 days. If I do not receive any communication I will continue with an additional complaint. 



    Regards,


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

Cross River Bank is NOT a BBB Accredited Business.

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