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Information Security

Thanks to the Internet, access to information, entertainment, credit and financial services and everyday goods and services is readily available. However, the same Internet can provide someone the opportunity to improperly access your personal information and damage your finances and reputation.

Your information security is paramount to Customers Bank and we are here to help protect your money.  Here is some valuable information and resources that can help you minimize your risks while you are using the Internet and to help keep your identity, online and offline, secure.

Should you become a victim of identity theft, we have included additional tools and contacts to assist you.  Please be sure to contact Customers Bank immediately at 866-476-2265.

Online Resources

A list of online resources is provided below where you can learn more about personal information security.

Federal Deposit Insurance Corporation

FDIC Consumer Protection

Federal Reserve System

Office of the Comptroller of the Currency

Federal Trade Commission

Credit Report Information



Trans Union

Customers Bank Security Measures

General Website Security

Security is top priority at Customers Bank.  We are committed to keeping your customer information secure.  We use a combination of state-of-the-art technology and methods to help to protect the security of your online session.

Secure Sign-on with Online Banking

The secure sign-on technology adds a layer of security for your personal and financial information while you are banking online.

Mobile Banking

CB Mobile Access from Customers has many built-in security features to ensure your account information is protected. These security features include authentication checks via strong passwords before access to account information is granted. Mobile Banking requires "256-bit" encryption technology for all communications. Personal or financial information is retrieved only when requested and is not stored on your phone - information is not at risk if your phone is ever lost or stolen.

Protect Yourself

Under no circumstances would Customers Bank ever contact you by telephone, send you an email or text message, or written communication requesting that you validate or provide your online banking User ID and password, your social security number, account number, or date of birth.

Should you receive any type of requests supposedly from Customers Bank asking for your personal information please contact your local branch or call Customer Service at 1-866-476-2265 immediately.


Here are a few tips to help you safeguard your money and personal information.

Guard Your Personal Information

Never respond to requests for personal or account information online or over the phone. When your social security number is requested as an identifier, ask if you can provide alternate information. Watch out for convincing imitations of banks, card companies, charities and government agencies. Use legitimate sources of contact information to verify requests for information; such as your financial institution's official website or the telephone number listed on statements.

Stay Up to Date

Install anti-virus software on your computer and keep it updated. Use the latest version of your web browser. Install security patches and software updates as soon as they are ready to install.

Be Smart About Your Password

Use unique and hard-to-guess passwords. Try using a password that consists of a combination of numbers, and letters (both upper case and lower case, and special characters).

Use caution when accessing Wireless Connections

Wireless networks may not provide as much security as wired Internet connections. Many wireless networks in public areas like airports, hotels and restaurants reduce their security to make it easier for individuals to access these networks.

Go Paperless

Not only is going paperless good for the environment, it can help prevent mail theft.  Enroll in electronic statements, use direct deposit and make bill payments online.

What to do if you are a victim of Identity Theft

1. Place a fraud alert on your credit reports, and review your reports.

If you suspect your personal information has been used to commit fraud or theft, contact the fraud departments of the three major credit bureaus and request that a "fraud alert" be placed on your file. At the same time, request a copy of your credit report. Follow up in writing and include copies (not originals) of your documentation, such as the police report or your credit card statement with circles around the items in question.



Trans Union

2. Close the accounts that you know, or believe, have been tampered with or opened fraudulently.

Call and speak with someone in the security or fraud department of each company. Follow up in writing, and include copies (NOT originals) of supporting documents. It's important to notify credit card companies and banks in writing. Send your letters by certified mail, and request a return receipt so you can document what the company received and when. Keep a file of your correspondence and enclosures.

3. File a report with your local police or the police in the community where the identity theft took place.

Ask for a copy of the report. Credit card companies may need proof of the crime to erase the debts caused by identity theft.

4. File a complaint with the Federal Trade Commission.

By sharing your identity theft complaint with the FTC, you will provide important information that can help law enforcement officials across the nation track down identity thieves and stop them. The FTC can refer victims' complaints to other government agencies and companies for further action, as well as investigate companies for violations of laws the agency enforces.

You can file a complaint online at www.ftc.gov/idtheft, by phone at 1-877-IDTHEFT (438-4338); TTY: 1-866-653-4261, or by mail: Identity Theft Clearinghouse, Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580. Be sure to call the Hotline to update your complaint if you have any additional information or problems.

Password Security: Frequently Asked Questions

  1. Why must my password be so complicated?
  2. How can I remember a long password like the one you recommend?
  3. How do I change my password to a safer password?

1. Why must my password be so complicated?

Answer:  The short answer is, to better protect your identity and data from being stolen by hackers.

Example:  A person with a desktop PC, will be able to hack (steal) your password this quickly:

  • A simple 6 digit (number) password will be hacked (stolen) in .0004 seconds!
  • A password with 2 digits and 2 letters will be hacked in .0067 seconds!
  • A password with 3 digits and 3 letters (where at one letter is capitalized) will be hacked in 3 minutes
  • An 8 character password containing letters (some of which are capitalized), digits, and a symbol (like a comma, period, exclamation point, etc.) will take 57 days to hack.
  • A password with 10 characters containing letters (some of which are capitalized), digits, and a symbol (like a comma, period, exclamation point, etc.) will take 928 years to hack.  We recommend using a 10 character password with the above parameters – helping you protect your data is very important to us!  See the next answer on how to remember a 10 character password.

2. How can I remember a long password like the one you recommend?

Answer:  You could write it down and store it in a secure place – however, we do not recommend doing that.  A better solution is using a phrase that you will remember, such as:

Example:  Take the first letter of each word in a phrase, then add a punctuation mark and then digits.  An example would be, “I got married in May, 1984”.  Your password would then be, “IgmiM,1984”    Remember to have some capitals and no spaces – making sure your password is 10 characters in length.  This password would take 17,000 years to hack.

3. How do I change my password to a safer password?

Answer:  Follow these simple steps:

  1. Go to our website (customersbank.com) and select "Personal Banking Login" or "Business Banking Login" towards the top of the webpage.
  2. Select the appropriate Login option.
  3. Click on “Change Password”.
  4. Read password requirement to better protect your data and identity. Password requirements are below, and one must meet 5 of 5 requirements. Once the password meets the requirements, one will see a checkmark indicating a strong password.
    1. Your password must be between 8 and 32 characters long.
    2. It must include at least 1 letter and 1 number.
    3. Must not contain spaces.
    4. Cannot include a character that repeats more than 2 times.
    5. Must not contain invalid characters such as a single quotation mark (‘), backslash (\), greater-than symbol (>), or less-than symbol (<).
  5. Type in your current password in the appropriate box, then
  6. Type in your new (ideally 10 character) password (as described in step 4) in the appropriate box, then
  7. Type in your new (ideally 10 character) password in the next appropriate box, again to ensure one entered it correctly, then
  8. Click on “Change Password”
  9. Congratulations – you are now better protected!

Equifax Breach

Customers Bank prides itself on providing you with a great banking experience that includes protecting your personal and financial data here at the bank.

Earlier this month, Equifax, one of the three leading credit bureaus, announced a cybersecurity incident potentially impacting 143 million U.S. consumers – roughly 2 out of 3 adults. Unlike the past credit and debit card breaches, the risk to those affected by the Equifax breach is centered around identity theft. The information that was compromised includes social security number, date of birth and mother's maiden name, etc.; all information needed to access credit, impersonate individuals to fraudulently obtain cash, and possibly loans and/or credit cards.

Here are some tips to protect yourself:

  • Check your credit reports and make sure they are accurate.
  • Consider placing a credit freeze on your files at the credit bureaus. This will help deter “the bad guy” from opening credit cards and or loans in your name.
  • Monitor your existing credit card and bank accounts closely for charges you don't recognize.
  • Consider placing a fraud alert on your files at the credit bureaus.

As with any event that generates a lot of news, the Equifax breach has already resulted in several phishing campaigns. Watch out for:

  • Phishing emails that claim to be from Equifax where you can check if your data was compromised.
  • Phishing emails that claim there is a problem with a credit card, your credit record, or other personal financial information.
  • Calls from scammers that claim they are from your bank, credit union or the credit bureaus.

Q: What is Equifax doing about this breach?
A: Equifax is offering one free year of their credit monitoring service. In addition, it has put up a Web site — www.equifaxsecurity2017.com — that tried to let people determine whether they were affected.

Q: That site tells me I was not affected by the breach. Am I safe?
A: It has been reported that the website listed above is broken. In the absence of more reliable information from Equifax, it is safer to assume you ARE compromised.

Q: I read that the legal language in the terms of service that consumers must accept before enrolling in the free credit monitoring service from Equifax requires one to waive their rights to sue the company in connection with this breach. Is that true? A: Not according to Equifax. The company issued a statement saying that nothing in that agreement applies to this cybersecurity incident.

Q: Should I enroll in a credit monitoring service?
A: Credit monitoring services will not prevent identity theft. These services will alert you to activity around your credit that may indicate identity theft. Some also offer insurance to help you recover from an incident. It is best to review what is available and research thoroughly so you can make the best decision for your situation. A better solution is to be proactive and prevent thieves from stealing your identity in the first place.

Q: How can I protect myself?
A: File a security freeze — also known as a credit freeze — with the three major credit bureaus.

Q: What is a security freeze?
A: A security freeze essentially blocks any potential creditors from being able to view or “pull” your credit file, unless you affirmatively unfreeze or thaw your file beforehand. With a freeze in place on your credit file, ID thieves can apply for credit in your name all they want, but they will not succeed in getting new lines of credit in your name because few if any creditors will extend that credit without first being able to gauge how risky it is to loan to you (i.e., view your credit file). And because each credit inquiry caused by a creditor has the potential to lower your credit score, the freeze also helps protect your score, which is what most lenders use to decide whether to grant you credit when you truly do want it and apply for it.

Q: What’s involved in freezing my credit file?
A: Freezing your credit involves notifying each of the major credit bureaus that you wish to place a freeze on your credit file. This can usually be done online, but in a few cases you may need to contact one or more credit bureaus by phone or in writing. Once you complete the application process, each bureau will provide a unique personal identification number (PIN) that you can use to unfreeze or “thaw” your credit file in the event that you need to apply for new lines of credit sometime in the future. Depending on your state of residence and your circumstances, you may also have to pay a small fee to place a freeze at each bureau.

Q: What’s involved in thawing my credit file? And do I need to thaw it at all three bureaus?
A: The easiest way to unfreeze your file for the purposes of gaining new credit is to spend a few minutes on the phone with the company from which you hope to gain the loan or credit (or research the matter online) to see which credit bureau they rely upon for credit checks. It will most likely be one of the major bureaus. Once you know which bureau the creditor uses, contact that bureau either via phone or online and supply the PIN they gave you when you froze your credit file with them. The thawing process should not take more than 24 hours, but hiccups in the thawing process sometimes make things take longer. It’s best not to wait until the last minute to thaw your file.

Q: Can I still use my credit or debit cards after I file a freeze? 
A: Yes. A freeze does nothing to prevent you from using existing credit cards or loans you may have.

Q: Is there anything I should do in addition to placing a freeze that would help me get the upper hand on ID thieves?
A: Yes: Periodically order a free copy of your credit report. By law, each of the three major credit reporting bureaus must provide a free copy of your credit report each year — via a government-mandated site: annualcreditreport.com. The best way to take advantage of this right now is to make a notation in your calendar to request a copy of your report every 120 days, to review the report and to report any inaccuracies or questionable entries when and if you spot them. A common recommendation is to avoid other sites that offer “free” credit reports and then try to trick you into signing up for something else.

Enable alerts (if available) on all of your bank accounts to alert you to changes to your email or phone number, PIN, or any money movement.

Enable multi-factor authentication (another way to identify you like a one-time passcode delivered to your mobile phone) everywhere, if available, including your email account(s). Typically, the first compromise in a social engineering or identity theft case is of an email account.

Q: Anything else?
A: ID thieves like to intercept offers of new credit and insurance sent via postal mail, so you can opt out of pre-approved credit offers. If you decide that you don’t want to receive prescreened offers of credit and insurance, you have two choices: You can opt out of receiving them for five years or opt out of receiving them permanently.

To opt out for five years: Call toll-free 1-888-5-OPT-OUT (1-888-567-8688) or visit www.optoutprescreen.com. The phone number and website are operated by the major consumer reporting companies.

For more information visit https://www.identitytheft.gov/Info-Lost-or-Stolen.com. This site is provided by the Federal Trade Commission to assist consumers who may have had their identity stolen.