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:05/07/2025

  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.

  MAY 2025 FUNDS WERE WIRED TO CUSTOMER'S BANK FOR ****************. ********************** IS IN COHOOTS WITH GEMINI TRUST TO SCAM CUSTOMERS AND STEAL THEIR MONEY. AFTER PROVIDING ALL DOCUMENTED VERIFIABLE EVIDENCE THAT THEIR BANK RECEIVED MY WIRE TRANSFER THEY STILL DENY HAVING MY FUNDS AND REFUSE TO TRANSFER ME TO THE CORRECT DEPARTMENT. I HAD TO CONTACT MY BANK IN AN ATTEMPT TO GET MY FUNDS BACK. STILL WAITING ON A RESOLUTION.

  Business Response

  Date: 05/19/2025

  Dear Ms. ******
  We are in receipt of **** Does complaint submitted to the BBB dated 05/08/2025 and appreciate the opportunity to respond.
  In the complaint, **** *** indicated that funds were wired to an account held at ********************** and that he attempted to recover the funds but was unsuccessful in doing so.
  Customers Bank is unable to identify the consumer with the limited information provided and to complete an investigation, more specific details are needed. As such, we encourage **** *** to contact the Customers Bank Fraud Team at ************ for further assistance. The Fraud Team is available from Monday to Friday, 8:30 am to 6:30 pm Eastern Time.
  Ms. ****** if we can help in any other way, please do not hesitate to contact us.
  
  Sincerely,
  Customers Bank.

• Initial Complaint

  Date:04/17/2025

  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 filing a complaint against Upstart (customers Bank)regarding inaccurate information being reported to the credit bureaus on my loan account #************* credit report currently reflects a series of 3060 day late payments, which I believe to be inaccurate. I have consistently made payments and have supporting documentation, including bank statements and transaction records, showing payment activity that does not align with the reported delinquencies.Despite reaching out to Upstart multiple times for clarification and resolution, I have not received meaningful assistance or a response from a supervisor, even after repeated requests, and formal complaints made. Instead, the inaccurate reporting has continued, negatively impacting my credit score and affecting my ability to secure financial opportunities.This inaccurate reporting has significantly harmed my credit score and is preventing me from consolidating debt or obtaining other financial opportunities, despite my consistent efforts to resolve this issue with upstart. I am requesting that Upstart review and correct the inaccurate late payment history with the credit bureaus immediately.I have attached supporting documentation and am willing to provide additional information if needed. I respectfully request the BBBs assistance in facilitating a resolution, as my efforts to resolve this directly with Upstart have been unsuccessful.Thank you

  Business Response

  Date: 05/01/2025

  Dear Ms. *************** are in receipt of ******* ******** complaint submitted to the BBB dated 04/17/2025 and appreciate the opportunity to respond.

  Our servicing partner, Upstart, strives to provide excellent customer experience to all consumers that seek their ******************* is an invaluable part of that process and is always considered as they continue to enhance their products and services. Any payments made to a customers loan is applied to their outstanding balance in accordance with the promissory note provided at account opening. The payment is first applied to any outstanding fees, then it is applied to any unpaid accrued interest, and any remaining amount is applied to the principal balance of the loan. This happens with all payments regardless of when they are made. Internal review of Ms.Gonzalestransaction history on the account showed that payments were applied based on the logic noted above.

  Additionally, review of the account also confirms that all attempts were made to notify Ms. ******** of her account status via phone, email, and physical mail. As Upstart effectively communicated to inform her of the account's past due status and no miscommunication was found, the account's status will remain as is.

  Courtesy emails are sent for all scheduled payments, upcoming payments, unsuccessful payments, retry payments and monthly payment reminders. When a payment is not received by the due date,courtesy contact is made via phone, email, SMS, and mail, as applicable.

  When a past due balance remains unsatisfied on the account for 30 days or more, the account status is reported to the credit reporting agencies as past due at intervals of 30, 60, and 90 days based on the number of days since the last successful payment was received and satisfied on the account.

  Upstart has an obligation to report the true and accurate status of *********** loan as of each due date.After completing an internal investigation, it was determined that no error was found. For this reason, ******* is unable to make any adjustments to Ms.Gonzalescredit report. Upstart adheres to strict requirements set out in their internal policies and procedures without exception to ensure all borrowers are treated equally and fairly.

  ******* ******** 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.
  
  Ms. *****, if we can help in any other way, please do not hesitate to contact us.
  
  Sincerely,
  Customers Bank Loan Operations

  Customer Answer

  Date: 05/07/2025

  Hello, I am responding because I do not agree with the businesss response. I have already submitted full bank statements showing that I consistently made payments during the time they reported me as over 60 days late. At no point were 60 days missed between payments, and the documentation provided supports this.
  
  Im not submitting new documents at this time because *** already shared everything relevant. I respectfully request that the BBB review the timeline of payments again, as I believe the reporting is inaccurate and damaging to my credit.

  I also want to note that the businesss response fails to acknowledge the number of times I called them directly as a consumer. While they reference sending emails or notices, they have not taken into consideration that I made multiple, even daily phone calls to get clarity and stay on top of my loan. These phone calls often included important information that I was never able to receive in writing. Thats an important part of my effort to stay in good standing, and its frustrating that its being overlooked simply because its not easy to document.
  
  I would also appreciate your guidance on the following:
  
  Is the BBB able to independently review the evidence I submitted and determine whether the businesss response is fair and accurate?

  
  Can the BBB take further steps when the documentation provided by a consumer clearly shows a discrepancy, even if the business stands by their original decision?
  
  If this cannot be resolved through the BBB, I do intend to file a complaint with the ***** as this issue has affected my ability to consolidate loans and has resulted in unjust credit damage. 
  
  Thank you for your time and for allowing me to provide further clarification and concerns.
  

  
  

  Customer Answer

  Date: 05/08/2025

  Hello, I am responding because I do not agree with the businesss response. I have already submitted full bank statements showing that I consistently made payments during the time they reported me as over 60 days late. At no point were 60 days missed between payments, and the documentation provided supports this.
  
  Im not submitting new documents at this time because *** already shared everything relevant. I respectfully request that the BBB review the timeline of payments again, as I believe the reporting is inaccurate and damaging to my credit.
  I also want to note that the businesss response fails to acknowledge the number of times I called them directly as a consumer. While they reference sending emails or notices, they have not taken into consideration that I made multiple, even daily phone calls to get clarity and stay on top of my loan. These phone calls often included important information that I was never able to receive in writing. Thats an important part of my effort to stay in good standing, and its frustrating that its being overlooked simply because its not easy to document.
  
  I would also appreciate your guidance on the following:
  
  Is the BBB able to independently review the evidence I submitted and determine whether the businesss response is fair and accurate?
  
  Can the BBB take further steps when the documentation provided by a consumer clearly shows a discrepancy, even if the business stands by their original decision?
  
  If this cannot be resolved through the BBB, I do intend to file a complaint with the ***** as this issue has affected my ability to consolidate loans and has resulted in unjust credit damage. 
  
  Thank you for your time and for allowing me to provide further clarification and concerns.

• Initial Complaint

  Date:11/23/2024

  Type:Sales and Advertising 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 was notified 08/20/24 by the ************* that I was placed in its offset program because of a referral from the *** for a *** loan obtained in my name in spring 2021. When I did fact-finding since this was all news to me and I never applied for a *** loan in my name, I discovered from SBA that Customers Bank, a regional *******, had approved the *** loan for an interior design business supposedly in my name. I am a retired public school superintendent and not in the interior design business anywhere. I had never heard of this bank before. I live in ** and I use a well known national-level bank. After making an identity theft complaint as directed on the *** website, I contacted Customers Bank and provided them multiple info sources. I have had to provide *** with a huge amount of financial information at their request. I have notified credit reporting companies of this ID theft case. I have filed an ID complaint with the *** and **** The investigator from Customers Bank let me know they received my information but after a followup email, I have never been contacted again.This bank is all over the Internet for issuing fraudulent *** loans through ******* partners.The fact that someone impersonating me used fake information to obtain this loan -email, phone number, etc., no one verified this information, and I only learned of this in August 2024 is beyond the pale, especially since my social security payment is now at risk. I would like Customers Bank to contact me with an update on its investigation and to verify that it has provided information to the **** Based on 1) reading other complaints about this bank to the BBB, 2) that it was part of a Congressional investigation re *** loan fraud, and 3) that I have never had a followup from the Customers Bank as requested, I would appreciate your assistance with communication. I never received a response to my email requesting updated information to Ms. ** *****, bank investigator, in email on 10/20/24.

  Business Response

  Date: 12/10/2024

  Dear Ms. *************** are in receipt of Ms. ****** 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 her complaint, Ms. ***** indicated that she did not receive a response from Customers Bank to her email sent 10/20/2024, requesting updated information on her Identity Theft claim. She noted that she received confirmation that the bank received the claim and her information but no response to her 10/20/2024, email.
  Review confirmed that on 09/10/2024, Ms. ***** contacted the bank to report that she did not authorize or apply for a loan. She was provided with guidance and instructions on completing specific documents to initiate her identity theft claim, which she returned the same day. The bank confirmed receipt of these documents the following day.

  As indicated in her complaint, it was confirmed that ******** completed additional outreach for an update. Due to human error while managing her request, a timely response was not provided. For this we apologize. It is never our intention to disservice our customers.
  The *** ******************** sent communication to Ms. ***** on 11/08/2024, outlining the necessary items required for verification to proceed with her request to receive the loan documents used at origination, and to continue the banks investigation. Upon receipt of the BBB notice, a follow-up was conducted via telephone, during which she indicated she had not received the initial communication sent on 11/08/2024. Consequently,the correspondence was resent.

  Ms. ***** provided further documentation on 12/03/2024. Upon completion of the investigation, the bank will communicate with Ms. ***** directly.

  If Ms. ***** has any further questions, she may reach out to our PPP Servicing Team at **************. The hours of operation are Monday to Friday, 8am to 8pm Eastern Time.

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

  Customer Answer

  Date: 12/22/2024

  This complaint has been satisfactorily resolved by Customers Bank and its representative who was very helpful in working with the *** to have the identity theft loan disassociated from my name. I am pleased with the service provided by Customers Bank.  

   

• Initial Complaint

  Date:09/14/2024

  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.

  I got my password wrong a few times and then they disabled my account and wouldn't let me have any way to access my money and would not respond to me so that the issue can get resolved.

  Business Response

  Date: 09/23/2024

  September 23, 2024
  
  Dear Ms. ************ are in receipt of A. Quinonezs complaint submitted to the BBB dated 09/20/2024 and appreciate the opportunity to investigate and respond.
  Based on the information provided, we were unable to identify a banking relationship with Customers Bank.   Efforts to reach *.******** at the given phone number were unsuccessful, as a recording informed us that the line is no longer in service.
  We encourage *. ******** to contact Customers Bank at ************ if further assistance is needed.
  Ms. *****,if we can help in any other way, please do not hesitate to contact us.
  
  Best Regards,
  Customers Bank

• Initial Complaint

  Date:05/16/2024

  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.

  I went through account verification for Kracken and was approved for an account without buying or withdrawal restrictions.I wired $30,000.00,thirty thousand dollars to customers bank for Payward ************* .Upon receipt of the wire transfer I received an email saying my account was closed for no apparent reason.I wired the funds to customers bank and they received the wire within two hours but upon closing my Kracken account ,they DID NOT wire the money back.I also found several other better business bureau complaints where the exact same thing happened to other people.Emails to Kracken support are now going unanswered and I want the BBB to assist me with the return of my 30k .This is unfair to unsuspecting customers and I would like my refund ASAP so I can make arrangements with another company .IT seems ******* is out to scam people out of their money.I have not received my refund ,I cannot get through to anyone on the phone and emails to customer support now go unanswered.PLEASE HELP ME RECOVER MY HARD EARNED MONEY.Its a shame they would do something like this to a veteran .Thank you

  Business Response

  Date: 06/10/2024

  Dear **************,
  
  We are in receipt of Mr. ****** complaint submitted to the BBB dated 05/31/2024 and appreciate the opportunity to investigate and respond.
  
  After receiving the complaint filed with the BBB on behalf of **************, Customers Bank investigated the transaction referenced. Our records indicate that the funds were received by Customers Bank on 5/15/24 and returned 5/16/24 minus a $4 fee.
  
  Since the funds are no longer with Customers Bank, we encourage ************** to follow up with the originating bank to locate the returned funds.
  
  **************,if we can help in any other way, please do not hesitate to contact us.
  
  Best Regards,
  Customers Bank

• Initial Complaint

  Date:05/01/2024

  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.

  I wire the business ****** blocks ****** $ on 01/09 /24 to customers bank and I was scammed me out my money the deposit was to make a trade and I was unavailable to by 01/11/24i made a I made a recall and my bank ********* had made a mistake they recalled the wrong bank so I want both bank hold account for my money disappearing

  Business Response

  Date: 06/06/2024

  Dear *************,
  
  We are in receipt of *************************** complaint submitted to the BBB dated 05/24/2024 and appreciate the opportunity to respond.

  Customers Bank takes every complaint very seriously and we have escalated the correspondence to the appropriate team for research.  In the complaint, *************************, indicated that money was transferred from a Citibank account to an account held at **********************. Based on the information provided and the research conducted, we were able to determine that ************************* is not a customer of **********************. 

  Although ************************* is not a Bank customer, we communicated with the wire recipient to help resolve the complaint. Initially, it seemed that the issue was resolved directly between ************************* and the wire recipient. However, we later received another inquiry, including a wire recall request related to the recipients account. Upon further review the bank was unable to fulfill the recall request.

  We encourage ************************* to work directly with the recipient who was the beneficiary of the wire transfer since we cannot provide any additional commentary on the recipients account.

  We thank you for bringing this matter to our attention and again appreciate the opportunity to respond. **************, if we can help in any other way, please do not hesitate to contact us.
  
  Best Regards,
  Customers Bank. 

• Initial Complaint

  Date:02/05/2024

  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.

  I am not reliable 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 I requested.

  Business Response

  Date: 02/22/2024

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

  We are in receipt of Mr. ******* complaint submitted to the BBB dated 2/12/2024 and appreciate the opportunity to investigate and respond.

  In his complaint, **************** indicates that he is not liable for the debt in question and would like the debt removed and a correction to be made to his credit reporting.

  The account was previously reviewed by our Fraud Prevention and ************************* due to past indirect credit disputes. Based on these prior reviews, the account information was found to be accurate and as a result, Customers Bank will continue to collect on the balance owed in accordance with the term and conditions of the account.
  Regarding his claim that the original contract was not provided, it should be noted that the credit card application process is completely electronic. Electronic consent must be indicated via an acknowledgment by checking a box before an applicant can move forward in the application process. **************** can access a copy of the BankMobile Credit Mastercard Terms and Conditions at:

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

  If **************** is claiming that this debt resulted from identity theft and he did not authorize or benefit from this credit line, we ask that he visit the ************************ Identity Theft website at ******************************** to report the Identity Theft and complete an ID Theft Report and ID Theft affidavit, have them notarized and returned to the Bank along with a copy of a filed police report.  Documents can be sent electronically to ******************************** or via physical mail to:

  Customers Bank
  Consumer Lending Credit Card Operations Department
  *********************************************************** Suite 200,
  *******,** 19355. 
  
  Upon receipt, Mr. ******* claim will be revisited, and the results of investigation will be provided to him directly.

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

  
  Sincerely,
  Customers Bank
  Credit Card Operations

  Customer Answer

  Date: 02/26/2024

  [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: 21246606
  
  I am rejecting this response because it is not accepting and following through with my request.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/21/2024

  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.

  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 I requested

  Business Response

  Date: 02/21/2024

  
  February 21, 2024
  
  Dear *************,

  
  We are in receipt of Mr. ***** complaint submitted to the BBB dated 2/8/2024 and appreciate the opportunity to investigate and respond.

  In his complaint, ************ indicates that he is not liable for the debt in question and would like a correction to be made to his credit reporting.

  The account was previously reviewed by our Fraud Prevention and ************************* in response to 2 separate indirect credit disputes. 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.

  In response to his claim that he was not provided the original contract, the application process for the credit card is completely electronic. Electronic consent must be indicated via an acknowledgment by checking a box before an applicant can move forward in the application process. ************ can access a copy of the BankMobile Credit Mastercard Terms and Conditions here:

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

  If ************ is claiming that this debt resulted from identity theft and he did not authorize or benefit from this credit line, we ask that he visit the ************************ Identity Theft website at ******************************** to report the Identity Theft and complete an ID Theft Report and ID Theft affidavit, have them notarized and returned to the Bank along with a copy of a filed police report Documents can be sent electronically to ******************************** or via physical mail to:

  Customers Bank
  Consumer Lending Credit Card Operations Department
  *********************************************************** Suite 200,
  *******, ** 19355. 
  
  Upon receipt, Mr. ***** claim will be revisited, and the results of investigation will be provided to him directly.
  ************** If we can help in any other way, please do not hesitate to contact us. 

  Sincerely,
  Customers Bank
  Credit Card Operations

• 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