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PPP Loan service and forgiveness

We’re proud to do our part to get America’s small businesses back on track. Get information on 2020 and 2021 PPP loan forgiveness.

Borrowers may be eligible for Paycheck Protection Program (PPP) loan forgiveness.

Where to apply for loan forgiveness

Effective March 13, 2024, all borrowers, regardless of loan size, can use SBA’s direct forgiveness portal.
Applying for forgiveness using the portal can take as little as 15 minutes. The questions you will be asked in the portal correspond to those asked on SBA Form 3508, SBA Form 3508EZ, or SBA form 3508S.

What Can You Expect from the SBA Direct Forgiveness Portal Process?

  1. Go to the SBA Direct Forgiveness Portal at https://directforgiveness.sba.gov to register into the portal and begin the process.
  2. Through the Portal, you will provide information required by the SBA to complete your application for forgiveness of your PPP loan. The platform has useful reference information to answer questions you may have about the application and process.
  3. When you have completed the application in the portal, you will receive your completed forgiveness application for signature electronically.
  4. Once your application is electronically signed and returned, the SBA Direct Forgiveness Portal will provide your forgiveness application to Customers Bank for processing.
  5. Customers Bank has up to 60 days for this review and processing.
  6. While unlikely, if during processing our processing team has any questions, they will reach out to you directly by messages through the SBA Portal or by email.
  7. Upon completion of processing, our processing team will submit your forgiveness application to the SBA with the Bank’s recommendation for the SBA’s final approval.
  8. The SBA has up to 90 days from Customers Bank’s submission to process the forgiveness decision.
  9. During the process, you can access the SBA Direct Forgiveness Portal and see information about the current status of your forgiveness application.
  10. Once the SBA decision has been made, Customer Bank will be notified of your forgiveness amount.
  11. Sometime after the SBA and Customers Bank agree on the loan forgiveness amount, the SBA will pay the forgiven loan amount to the bank.
  12. If your PPP loan was 100% forgiven and Customers Bank was repaid by SBA, you will be notified that your loan is forgiven and your terms are satisfied. You will then be released from the loan. If your loan WAS NOT 100% forgiven, you will be notified of payment terms on the remaining balance.

Remember that these processes can take several weeks for each step. If your loan forgiveness application was submitted within 10 months from the covered period, there is no repayment and no interest during this period.

Additional details can be found on the SBA’s website: PPP loan forgiveness | U.S. Small Business Administration

Paycheck Protection Program (PPP) Loan FAQs

Forgiveness

Borrowers can apply through the SBA’s Direct Forgiveness Portal: https://directforgiveness.sba.gov

If you applied through the SBA Direct Forgiveness Portal, you can log in to the portal, https://directforgiveness.sba.gov, to view your application status.

If you applied directly through Customers Bank, please email: [email protected]

Loans are eligible for forgiveness up to the loan maturity date. Completed applications should be submitted at least 150 days prior to maturity to ensure time for lender and SBA to complete processing before the loan maturity.

For technical issues with the SBA Direct Forgiveness Portal, please contact: [email protected]

Email your SBA loan number to [email protected]

If you applied through the SBA Portal: Log in at https://directforgiveness.sba.gov. If you applied via Customers Bank (Lenders Cooperative): Email [email protected]

As part of the Forgiveness application loan review conducted by the SBA, they will request additional records from the borrower. If you received this request, please provide the documents in the format that was included in the request.

If the payment was made to the SBA, call the SBA Loan Servicing Center at 800-347-0922.

If payment was made to Customers Bank: Email your SBA loan number, borrower name, and refund address to [email protected]. Please note, if your address has changed, a DocuSign form will be required to update it.

Appeals must be filed with the SBA’s Office of Hearings and Appeals within 30 days of receiving the final SBA loan review decision. Learn more: SBA PPP Appeals

Fraud

Follow the SBA’s identity theft reporting process: Report Identity Theft to SBA

Only the SBA can release you from repayment if identity theft is confirmed.

Payments & Collections

Final PPP loan payments are not processed via ACH to avoid over/under-payments. Please mail your payment to:

Customers Bank – Loan Ops
Attn: PPP Payments
40 General Warren Blvd., Suite 200
Malvern, PA 19355-1251

Contact [email protected] to set up ACH payments.

Make payments through the SBA’s MySBA Loan Portal: Make a Payment to SBA

Contact the SBA Loan Service Center: Commercial Loan Service Centers | SBA

Email [email protected] with your SBA loan number to verify the amount due.

No. Customers Bank does not accept card payments. Use ACH or mail checks to:

Customers Bank – Loan Ops
Attn: PPP Payments
40 General Warren Blvd., Suite 200
Malvern, PA 19355-1251

ACH is preferred for timely processing. Mail checks to the address below:

Customers Bank – Loan Ops
Attn: PPP Payments
40 General Warren Blvd., Suite 200
Malvern, PA 19355-1251

Use Customers Bank Routing # 031302971. Contact [email protected] to confirm your SBA loan number and amount due.

Other Inquiries

Customers Bank PPP Care Center

Submit your request in writing to [email protected]. Additional verification steps will be provided.

Email [email protected] with your SBA loan number. A DocuSign form will be sent to complete the update.

Send proof of the correct Tax ID to [email protected].

Acceptable proof includes:

  • Business document showing correct EIN
  • SSN card
  • Original loan note with correct number

Please refer to our privacy notice: Customers Bank Privacy Policy

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Contact Us

Please feel free to contact us at any point should you have any questions regarding your account or status.

[email protected]