PPP Loan Customer Service

PPP Customer Service

This page provides access to service to current 2021 PPP 1st draw and 2nd draw applicants/borrowers; as well as 2020 PPP borrowers who received and spent their loans. The 2020 and 2021 programs and customer service systems are separate and distinct. Customer assistance agents from one program cannot help with the other. FAQS are provided below to help with 2021 PPP3 loan questions and a form is provided below to help you with your 2020 PPP loan.

PPP Loan Forgiveness

If you have a 2020 PPP1 or PPP2 loan you should have been contacted by our partner Crowe LLC about filing your loan forgiveness application. You have 10 months following the end of the covered period, but that time is now waning before monthly principle and interest payments are required to start for many borrowers.

At this time, Customers Bank is not equipped to take forgiveness applications for 2021 PPP3 loans, whether they be first or second draw. There are no new FAQs from the SBA regarding forgiveness, so we are working with our partners to prepare an application and documentation process. Don’t worry – the payment requirement does not start for between 12 to 16 months depending on your chosen covered period.

When we are ready to accept loan forgiveness applications, you will be notified via email using the email on file with your application on how to submit the application form and supporting documentation. No action is required by you at this time.

As with PPP1 and PPP2, borrowers have 10 months following the end of the covered period (an 8-week minimum) in which to submit the forgiveness application, so there is no rush.

FAQs for 2021 PPP3 Loans

How can I receive my loan documents and SBA number?

Your loan documents and SBA number, also known as the PLP or Loan number, can be found within your loan vendor portal.

If your loan vendor is SmartBiz please see the directions provided below:

We do not have access to the SmartBiz portal ourselves but the dashboard now allows all clients to access and download loan document on which the PLP (SBA/Loan Number) can be found. Please read below for step-by-step directions:

After logging into your SmartBiz Loan account, you will see a new section in the upper right of your dashboard entitled “My Documents”:

  1. Click “My Documents” to see your funded PPP loan(s).
  2. Click the download icon to the right of “Signed Loan Document Package”.
  3. You will then see a screen asking for a code. The code will have been sent to the same email used to sign in with.
  4. Enter the code.
  5. Click the blue button “Download File”.
  6. Your signed PPP loan documents will open in a new browser window and you will be able to download as an Adobe PDF. Note: You may need Adobe PDF Reader, or another pdf reader program to view, depending on which browser you are using.

For any other questions, please email [email protected].

2020 PPP Loan Customer Service

Customers Bank is proud to have originated, funded and serviced Paycheck Protection Program (PPP) Loans to qualified borrowers. For some borrowers, Customers Bank will handle all facets of the PPP Loan including forgiveness.

But, Customers Bank partnered with a number of FinTechs in 2020 to provide funding for PPP Loans to other clients. While Customers Bank may have funded your loan, many of our FinTech partners retain servicing responsibility for loans that came through their channel. This responsibility includes loan forgiveness.

Customers Bank is unable to service a previous loan or process your forgiveness application if your account is the responsibility of a FinTech partner.

To find the proper contact information for the firm able to service a previous loan or assist you with your PPP loan forgiveness, enter your PLP number – – SBA loan number – – in the text box to the right. You will be provided with instructions to reach agents with the appropriate firm – whether that be Customers Bank or one of its partners.

If you are seeking a Second Draw PPP Loan, you are not required to use your original funder and can apply through Customers Bank. If your Second Draw law application comes from Customers Bank, we and our partners will service that loan and assist with loan forgiveness.

Enter your loan number