Susquehanna Bank

Report Card
B-
Overall Grade
B+
Mortgages Grade
C-
Bank Account Services Grade
C
Consumer Loans Grade
Susquehanna Bank is rated overall in the top 67 percentile (out of 100) based on 92 customer complaints.

Statistics

Complaints Currently In-Progress
Complaints per $100K of Deposits6.7
Complaints Resolved in a Timely Manner88%
Resolutions Disputed by Customer31.5%
Average Time Until ResolutionUnknown

Financial Report

Owner CorporationSusquehanna Bancshares, Inc.
EstablishedSeptember, 1901
FDIC InsuredJanuary, 1934
FDIC Certificate #007579
Number of Branches265
Total Assets$18.4 Million (53rd)
Total Deposits$13.6 Million (57th)
Total Equity$2.8 Million (45th)
Quartarly Net Income$34 Thousand (61st)

Contact Information

Corporate Headquarters
9 East Main Street
Lititz, PA 17543
United Statesflag
Website
www.susquehanna.net
Data Summary
Susquehanna Bank logo

Grade Summary

Overall, Susquehanna Bank received a grade of "B-" based on how quickly the company responded to complaints, how often customers disputed their final resolution, and how many complaints were recieved per customer.

Grades are also broken down by the financial products offered be each institution. Susquehanna Bank is rated "B+" in Mortgages, "C-" in Bank Account Services, and "C" in Consumer Loans. Click on any of the financial products to see how Susquehanna Bank compares.

Overview

Susquehanna Bank has received 92 consumer complaints since December, 2011 – more than 91% of other banks.

Of those complaints, 88% of complaints were resolved in a timely manner. The CFPB allows 60 days to resolve complaints before considering them 'untimely.' Susquehanna Bank meets the 60-day response deadline less frequently than 82.8% of other banks.

After companies respond to complaints, customers may dispute the response indicating that the issue was not resolved adequately. 31.5% of customers dispute Susquehanna Bank's response to complaints — worse than 91.1% of other companies.

Most of Susquehanna Bank's customers complain about bank account or services with the primary issue being "account opening, closing, or management."

Susquehanna Bank is primarily a commercial bank with a commercial lending specialization. Susquehanna Bank is based in Lititz, Pennsylvania and is the 53rd largest FDIC insured bank in America.

Naturally larger banks receive more customer complaints than smaller ones. This does not necessarily indicate that a bank is better than another in terms of service and customer support.

However, even after adjusting for bank size and number of customers, Susquehanna Bank receives far more complaints than most other banks. Susquehanna Bank recieves more complaints per customer than 97% of other banks – customers are significantly more likely to file complaints than customers of most other banks.

Corporate Headquarters
Complaints by Product
Complaints by State
Complaints Against Susquehanna Bank
#Financial ProductSub-ProductComplaint IssueComplaint Count
1Bank account or serviceChecking accountAccount opening, closing, or management17
2Bank account or serviceChecking accountDeposits and withdrawals11
3MortgageOther mortgageLoan modification,collection,foreclosure7
4Bank account or serviceChecking accountProblems caused by my funds being low7
5Bank account or service(CD) Certificate of depositAccount opening, closing, or management5
6MortgageOther mortgageApplication, originator, mortgage broker5
7Bank account or serviceOther bank product/serviceAccount opening, closing, or management5
8MortgageOther mortgageLoan servicing, payments, escrow account5
9Bank account or serviceOther bank product/serviceMaking/receiving payments, sending money4
10Consumer loanVehicle loanTaking out the loan or lease4
Responses From Susquehanna Bank
#Company ResponseResponse CountTimely Response CountDisputed Count
1Closed with explanation8579 (92.9%)28 (32.9%)
2Closed without relief1312 (92.3%)4 (30.8%)
3Closed with monetary relief64 (66.7%)1 (16.7%)
4Untimely response20 (0%)0 (0%)
5Closed with non-monetary relief11 (100%)1 (100%)
Complaints over the Past Year