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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.
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
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.
CB 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 "128-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.
Under no circumstances would Customers Bank ever contact you by telephone, send you an email or text message, or written communication on an unsolicited basis 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 unsolicited 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.
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.
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
- Why must my password be so complicated?
- How can I remember a long password like the one you recommend?
- How do I change my password to a safer password?
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 4 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 85 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 17,000 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.
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.
Answer: Follow these simple steps:
- Go to our website (customersbank.com) and select "Personal Banking Login" or "Business Banking Login" under online banking in the upper left part of the website.
- On the top center of the new page that opens, click on “User Options”
- Click on “Change Password”
- Read password requirement to better protect your data and identity. Your password must be between 8 and 12 characters long. It must have alt least 1 number, 1 upper case letter, 1 lowercase letter and at least 1 special character (comma, period, explanation mark, etc. – all are listed on the site)
- Type in your current password in the appropriate box, then
- Type in your new (ideally 10 character) password (as described in step 5) in the appropriate box, then
- Type in your new (ideally 10 character) password in the next appropriate box again to ensure it was entered correctly, then
- Click on “Change Password”
- Congratulations – you are now better protected!