Complaints

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:02/16/2024

  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.

  This complaint is for the lender(s) of solar panels purchased in March 2021 for $30,000. Everything arranged by a unregistered solar salesman in *****. working with ESP-***********************, ******************* and Cross River Bank. March 2021 an unregistered solar salesman {we were not aware salesman needed to be registered by the *****. State ************** came knocking on our door. His pitch sounded good. Told him to come back later. He came back when my brother, *** was home alone. *** was in no condition to make any decision involving large sum of money. He suffered from HE since 2017. HE had hepatic encephalopathy. Preditory lending MY BROTHER NEVER signed a contract with them knowingly, the salesman was checking for pre-aproval of the loan. Nothing was ever said about a potential lien on our home.. Preditory lending- MY BROTHER signed a contract with them unknowingly. Federal Truth in Lending Act (15 U.S.C. Sec. 1601 et seq.) Also we discovered ****************** charges an outrageous 29% dealer fee on the $30,000 loan. ****************** increased the monthly loan payments from $118 to $160 in Nov. 2022 due to the fraudulent tax incentive promises by unregistered salesman. My brother passed away June 6, 2023. I am now sole owner of the house. I CALLED ***************************** Who took over the loan from ****************** and Cross River Bank demanding the lien for $31,366.44 be released due to fraudulent formation and predatory lending tactics. I also have loan papers in my possession saying loan amount is $23,122 not $31,366. They would not talk to me about it or give me any information. The rep asked if I was the executorno. She said documentation that I was his personal representative was needed. My brother did not leave a will. We were very close and I was in the process of arranging power of attorney. I am his only living relative. I am also owner of our home which has a lien on it from this fraudulent contract.

  Business Response

  Date: 03/06/2024

  Dear ******:
  
  On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address the concerns of *************************. We are working with ****************** LLC (Sunlight)to address the complaint, and Sunlight has confirmed that they received a duplicate complaint from the BBB. ****** can expect a response from Sunlight soon.   We thank ****** for their patience as we investigate this matter.
  
  
  Sincerely,
  
  Cross River Bank 

  Customer Answer

  Date: 03/07/2024

  
  Complaint: 21301909
  
  I am rejecting this response because:  If I accept the response it will close the complaint. They did acknowledge the complaint and are working with ****************** to remedy it. So I will wait to hear from them again.  I am not rejecting their efforts.
  
  
  
  Regards,
  
  *************************

• 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.

  On 5/10/2021, my brother had solar panels installed on his home by Vision Solar LLC, where Cross River Bank is the lender for the $62,000 loan for the project. Vision Solar LLC has filed for bankruptcy on 12/2023 due to lawsuits and consumer complaints due to their fraudulent, deceptive, and unfair practices. Vision Solar LLC has not responded to complaints, shut down their phone number and their website. When I called your affiliate ****************** (loan servicer) they gave me a non-working number. It took the third phone call for someone tell me there's an escalation process for Vision Solar LLC. The solar panels were never connected. He is on a fixed income and is unable to afford this loan payment and the electric bill that has never gone down. He should have never been approved for a $62,000 ($32k of that being finance charges!!) loan given the credit and income requirements. Cross River Bank should be held liable for who they do business with. complaints go back to 2020 and yet you continued to support this fraudulent and unethical business. What is being done to financially help those affected by your business partners?

  Business Response

  Date: 02/21/2024

  Dear ******:
  
  On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address the concerns of *************************. We are working with ****************** LLC (Sunlight)to address the complaint and, in order to protect our customers privacy, Sunlight will be responding to ******** directly.  ******** can expect a response from Sunlight soon.  We thank ******** for their patience as we investigate this matter.
  
  
  Sincerely,
  
  Cross River Bank 

• Initial Complaint

  Date:02/01/2024

  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 deeply troubled by the unauthorized sharing of my nonpublic information with credit bureaus, resulting in inaccuracies on my credit report. This violates my privacy rights under 15 USC **** Section 602 and contradicts 15 USC **** Section 604 A Section 2 regarding the need for my written consent.The inaccurate reporting, especially in regard to payment history, breaches 15 USC **** B, causing significant financial and emotional distress. I request immediate rectification of these errors and a prompt resolution plan. Please address this matter urgently and rectify the inaccuracies associated with 446865XX Despite multiple attempts to resolve this issue with both the data furnisher and the credit bureau, proper protocol and procedure have been ignored in the requests for removal of inaccurate and fraudulent information. The burden of proof to deny my request has not been met, despite submitting multiple FTC reports, signed witness statements, and affidavits.I have provided sufficient information to prove my identity, and any request for more sensitive identifying information, considering my identity theft victim status, could contribute to further misuse. Continuation of denial infringes upon my federally protected rights under the ***** Fair Credit Billing Act, Truth in Lending Act, and Equal Credit Opportunity Act.Due to repeated denials without tangible proof or a sworn affidavit from the credit bureau, asserting legal proof that the items were not from identity theft, these items should be removed immediately, complying with the 5-day mandate of Federal Law.

  Business Response

  Date: 02/15/2024

  Dear ******:
  
  On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address ******************* concerns. We worked with ******** Funding, LLC, doing business as ******** (********) to address the complaint and, in order to protect our customers privacy, ******** will be responding to ****** directly by February 22, ****. We thank ****** for their patience as we work with ******** to address this matter.
  
  
  Sincerely,
  
  Cross River Bank 

• Initial Complaint

  Date:01/25/2024

  Type:Product 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 have a checking account with upgrade bank which is provided/hosted by cross river. I cannot access my online account and there is no automated system to check my balance. I lost my phone a few months back and because of that I don't have access to the email that they on file. I have spoken to multiple representatives from the company and they say that because I don't have access to the email address that they cannot assist me. I have done what I can to regain access to the email (back when the phone got lost) and there is no getting back into it. I am absolutely astounded that a company in this day and age of two factor verifications would have a policy that says if you lose access to the email they have on file that they cannot help you at all. I asked for a supervisor and was put on hold so they could tell the supervisor about my call before transferring me over to them (******* explained that). Then, when ******* returned to my call they told me that because I don't have access to the email account on file that they "couldn't even transfer me" to their supervisor.Long story short, this bank has all of my money, I have no way of knowing if my card is being used fraudulently, I can't check my balance, I can't update my account information, I can't even get any sort of assistance from them because I don't have access to an old email address. They say that is required to authenticate my account and there is no way around it. They are a Better Business Bureau member and because of that I am really hoping that this complaint will get me the assistance I need to access my account and receive my money, verify it has not been getting stolen, and give me some peace of mind.Thanks for taking the time to help me out.

  Business Response

  Date: 02/02/2024

  Dear ******:
  
  On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address ********************** concerns. We worked with ******** **** (Upgrade) to address the complaint and, in order to protect our customers privacy, Upgrade responded to ****** directly on February 1, ****. We thank ****** for their patience as we worked with Upgrade to address this matter.
  
  
  Sincerely, 
  
  Cross River Bank 
  
  

  Customer Answer

  Date: 02/04/2024

  
  Complaint: 21200360
  
  I am rejecting this response because:
  
  I have not had any further communication with the company. They have no way to contact me about this matter because they will not verify my account and allow me to update the contact methods. I will call them tomorrow and see what progress can be made.
  
  Regards,
  
  *****************************

  Business Response

  Date: 02/13/2024

  Dear ******:

  On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the rejection of our response to ********************** complaint. Cross River welcomes the opportunity to further address Joshuas concerns. We worked with ******** **** (Upgrade) to address the additional concerns and, in order to protect our customers privacy, Upgrade responded to ****** directly on February 13, ****. We thank ****** for their continued patience as we worked with Upgrade to address this matter.

  Sincerely,

  Cross River Bank

  Customer Answer

  Date: 02/16/2024

  [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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Crossriver Bank funded a fraud account with ******************* This account was opened by a **********************. ********************** submitted documents to Sunlight that were altered/fraudulent to make it seem like I am the owner of the property in ********* **. to get the loan approved. We have submitted proof that clearly shows documents were altered in September 2023. I have also sent Sunlight a police report. As of today January 19, ****, I have not received an update, a call from the investigating manager, or the fraud department - nothing. I keep getting threatening calls and letters. ********************** opened 2 different accounts with 2 different addresses totaling up to $144,000.00. This has affected my credit and health. I am an 80 year woman. I need help.

  Business Response

  Date: 02/01/2024

  Dear ******:
  
  On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address the concerns of ***********************************. We are working with ****************** LLC (Sunlight)to address the complaint and, in order to protect our customers privacy, Sunlight will be responding to ********* directly.  ********* can expect a response from Sunlight within ten (10) business days.   We thank ********* for their patience as we investigate this matter.
  
  
  Sincerely,
  
  Cross River Bank 

  Customer Answer

  Date: 04/02/2024

  
  Complaint: 21172612
  
  I am rejecting this response because:
  
  

   On Monday (3/25/24) we received a letter in regards to the loan at ********************* from *************************** with ******************* After six months of me constantly reaching out to ****************** (documented), this is the first correspondence we have received. In this letter, ****** accuses ***************************** and ***************************** of committing the fraud instead of the contractor. In this letter, ****************** states that they reached out to ***** Solar Brokers, but not one employee of ****************** reached out to *************************************, *****************************, or ***************************** to discuss the issue and what hardships we have faced. The past few times we have called, we were told that Legal was handling this, and they will reach out to you soon. - this never happened. Multiple times, we have provided documented proof that ***************************** ( sales person for ***** Solar Broker) submitted documents that HE altered to make it seem as if ************************************* was the owner of ********************, when in fact - ***************************** and ***************************** are the owners of this property. ******* did this without our knowledge and without our approval. In addition, neither *************************************, ***************************** or ***************************** signed any contract in regards to this loan. This contract was signed three days later than the time that ***************************** was at the property. ***************************** fraudulently signed the contract, which never allowed *************************************, ***************************** or ***************************** the chance to review any documents. We find it extremely appalling, that after six months of us constantly calling, explaining, emailing proof, submitting tickets - that this is the first time that we have been contacted. The fact that ****************** is trying to wipe their hands of documented fraud that they are now involved in due to their partnership with ***** Solar Brokers (whether third-party company or otherwise), is absurd. Again, and for what seems like the millionth time - we are asking that someone ( above ***************************)  call us to discuss this issue. If needed, we can provide all the documentation that we have previously provided to ****************** which supports our claims that ***************************** with ***** Solar Brokers committed fraud against *************************************, ***************************** and *****************************. We can be reached at ************.  

  Also, we feel as though we are being retaliated on due to us filing a report with the BBB. As stated previously we have documented proof fraud was done to us. If it was not for the fraud that ***************************** (sales person for ***** Solar Broker) committed , this loan would not exist. 

  We are simply requesting a full review of all the facts we have prevented to Sunlight, and someone to actually contact us to discuss - which nobody has done in 6 months despite our best efforts (all documented).

  
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:12/12/2023

  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'm deeply troubled by the sharing of my nonpublic information with credit bureaus, leading to inaccuracies in my report. This has caused immense financial and emotional distress. Under 15 USC 1681 Section 602, I have the right to privacy. Additionally, 15 USC 1681 Section 604 A Section 2 prohibits furnishing accounts without my written instructions. Moreover, under 15 USC 1666 B, late treatment of payments on my account is prohibited. Please rectify these inaccuracies promptly to alleviate the distress caused. My account number is ********* I trust you'll address this matter in accordance with the law and ensure accurate reporting going forward.

  Business Response

  Date: 12/22/2023

  Dear *******
  
  On behalf of Mr. Gilles G***, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address ****** ******* concerns. We are working with ******** to address the complaint and, in order to protect our customer’s privacy, ******** will be responding to ****** directly. ****** can expect a response from ******** soon.  
  
  Please note that the Bank may experience some minor servicing delays during observance of holidays. The Bank will be closed on the following dates:

  
  December 25, 2023
  January 1, 2024
  
  We thank ****** for their patience as we investigate this matter.
  
  
  Sincerely,
  
  The Team Cross River Bank 

• Initial Complaint

  Date:12/07/2023

  Type:Product 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 received an email from Cross River Bank about a refund on my SBA Loan.. It sounds like it would be the *** loan/forgiveness. I am trying to find out if this is legit. and that they will not misuse my information. I mean, apparently they have my information since they purchased the bank that issued my ***. After reading the complaints, it has definitely raised some red flags. Any info will be appreciated. Thank You.

  Business Response

  Date: 12/22/2023

  Dear ******:
  
  On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address **************** concerns. Cross River Bank is a fast-growing financial services organization that merges the forward-thinking offerings of a technology company with the established expertise and traditional services of a bank. Cross River Bank has high regulatory, compliance, and consumer protection standards.  If **** needs assistance with the servicing of their PPP loan, our servicing partner ************************ is ready to assist. Please contact ************************, by telephone 1-800-947- **** 8 am 8pm Monday - Friday, EST or email: ********************************************************************.
  
  
  Sincerely,
  
  Cross River Bank 

  Customer Answer

  Date: 12/27/2023

  [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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/06/2023

  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.

  Credit card was used frequently, after stolen from wallet. Financial institution refused to investigate further and back the Fraud protection

  Business Response

  Date: 12/22/2023

  Dear *******
  
  On behalf of Mr. Gilles G***, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address ******* ********* concerns. We are working to address the complaint and, in order to protect our customer’s privacy, we will be responding to ******* directly. ******* can expect a response from us shortly.  We thank ******* for their patience as we investigate this matter.
  
  
  Sincerely,
  
  Cross River Bank 

• Initial Complaint

  Date:12/04/2023

  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.

  Sent me a letter that I am "Pre-Approved" for credit and then denied my application. Very misleading as usually applications say "Pre-Selected" to apply. I would highly recommend that no one do business with this company

  Business Response

  Date: 12/22/2023

  Dear ******:
  
  On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address ******************** concerns. We are working with ******** to address the complaint and, in order to protect our customers privacy, ******** will be responding to ****** directly. ****** can expect a response from ******** soon.  
  
  Please note that the Bank may experience some minor servicing delays during observance of holidays. The Bank will be closed on the following dates:
  
  December 25, 2023
  
  January 1, 2024
  
  We thank ****** for their patience as we investigate this matter.
  
  
  Sincerely,
  
  Cross River Bank 

  Customer Answer

  Date: 12/29/2023

  [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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/27/2023

  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 writing to express deep concern and distress over the sharing of my nonpublic information with credit bureaus, resulting in inaccuracies on my credit report. This has caused immense financial and emotional strain.As per 15 USC **** Section 602, I have the right to privacy regarding my information. Additionally, 15 USC **** Section 604 A Section 2 clearly states that a consumer reporting agency cannot furnish an account without my written instructions.Moreover, under 15 USC **** B, a creditor may not treat any payment on a credit card account as late for any purpose. My account number is 3229****.I urge immediate rectification of these inaccuracies and adherence to the laws protecting consumer rights. Your actions have had severe repercussions, and I expect prompt resolution to mitigate further distress.

  Business Response

  Date: 12/06/2023

  Dear ******:
  
  On behalf of *************************, CEO of Cross River Bank, I am writing to acknowledge receipt of the referenced complaint.  At Cross River Bank, we strive to provide the highest level of service to our customers and welcome the opportunity to address ******************** concerns. We are working to address the complaint and, in order to protect our customers privacy, we will be responding to ******* directly. ******* can expect a response from us shortly. We thank ******* for their patience as we investigate this matter.
  
  
  Sincerely,
  
  Cross River Bank