We had multiple accounts at Susquehanna for a number of years. I was never thrilled with their customer service. I always felt like I was just another number to them. They would never go out of their way to help you if you had a problem. Several times they lost large amounts of money from our accounts. We had the receipts to prove the money was deposited, but they could not account for it in their records. I did not have a good experience with them. I recently switched banks and will not be going back.
We tried to apply for a HELOC and asked the bank what was needed. We assembled all the requested documentation and decided to submit for the loan and was told the process was relatively quick. Once we submitted communication ceased. We finally called them to find out status two weeks later and the person was difficult to reach by phone so we sent them an e-mail. They responded only to find out that it was stuck in underwriting who now had lots of questions. They then wanted a lot of additional paperwork that was never asked for the first time around. We asked how long this would take and could not get a straight answer. We went to another bank and got the same loan in one week.
Last year: Tried to make the annual RMD withdrawal for an IRA. Was told I can't do that, without penalty. Customer is over 59 1/2 years of age. wrong. I explained the problem - it eventually got solved. Now: The next year-same problem. Called the main office and asked to speak with someone with IRA expertise. Was rudely told they don't speak to customers, I must talk to the financial services rep. at the branch. Nice woman, no retirement account experience. Oh, and she isn't available for a couple days. I now have two hours invested in a situation that should take, at most 10 minutes and it isn't rectified yet.
Several experiences with this branch. I waited over 90 minutes to see someone and finally had to leave. I can't get a phone call returned. They are also unable to follow simple directions. I would never switch my banking to this institution after these experiences with this branch.
Every week I deposit money from my payroll check at 9am Friday and my funds are not available until 9am saturday even though my receipt says that are available Friday.The manager told me I need to cash my check then turn around fill out a deposit slip an give them the cash for it it be available Friday. Today my bank has held everyone's Friday deposits until maybe 3 pm saturday due to an update. Thery never notified anyone of this. They will make thousands in overdraw charges. How is this legal? I will be closing my account asap and recommend no-one uses this bank !