FREQUENTLY ASKED QUESTIONS
Have a question? You’ve come to the right place! Questions are broken down into categories.
If you can’t find what you’re looking for and still need assistance, Contact Us today!
A: Our bank routing number is 031315544.
Q: What is the telephone number for Telephone Banking System?
A: Our 24/7 automated Telephone Banking System can be reached at (570) 568-BANK (2265).
Q: Why do you ask such personal questions when I call or email to get account information?
A: In order to further assist you with your account, we must be able to verify your identity. By verifying information that only you should know, we can be sure we are speaking to the owner of the account in question.
Q: I applied to open a new account online. What happens next?
A: You will be contacted by a Susquehanna Community Bank employee via email when your Online Account Application has been processed. You can submit required items here.
A: Account information is updated in real-time, offering you the most current information available.
Q: How secure is my personal account information?
A: Susquehanna Community Bank uses the latest Internet security available, including secure communications (SSL), firewalls, 128 bit encryption, and operating systems that have been designed to provide maximum security. We’ve implemented an Extended Validation (EV) certificate that confirms our site’s security, to replace the Multi-Factor Authentication (MFA) picture and phrase that you are accustomed to seeing. You can verify that the site is using the EV certificate by looking at your browser’s address bar. For most users, the address bar will turn green and display Susquehanna Community Bank next to it. There may be some display differences depending on your browser.
Q: Why am I signed off occasionally and have to sign in again?
A: If Personal Online Banking has been inactive for a period of time, you will automatically be signed off to prevent unauthorized use of your accounts, and to prevent others from viewing your information.
Q: What is new in the updated Online Banking website?
A: The new Online Banking website has a new, modern layout and design. It also includes several new features including External Transfers (transfer funds to other financial institutions or brokerage firms) and Online Account Opening.
Q: How do I change my password?
A: To change your password, click on Profile at the top of the screen. Click on the Edit button next to Password. Enter your current password, enter the new password, and confirm the new password. Click the Save button.
Q: How do I update my security challenge questions?
A: To update your security challenge questions, click on Profile at the top of the screen. Click on the Edit button next to Challenge questions. Select the challenge questions that you wish to use and provide answers for them. Click the Save button.
Q: How do I update my Email address?
A: To update your Email address, click on Profile at the top of the screen. Click on the Edit button next to Email. Enter and confirm your new Email address. Click the Save button.
Q: Where do I find my E-Statements (also known as Documents)?
A: You can view E-Statements or Documents by clicking on any account on the Home screen or selecting the Accounts tab on the main menu. Select your account in the dropdown menu and click on the Document button. We recommend leaving the default date range to view all E-Statements available.
Q: I opened a new account. How can I enroll that account in E-Statements?
A: • To enroll an account in E-Statements, click on Profile at the top of the screen. Click on the Edit button next to Electronic Statements.
• Select the accounts you wish to enroll by clicking in the “E-Statement” box.
• You must open the “Electronic Statements Terms and Conditions” disclosure in order to enroll. Note the Confirmation Code on the last page.
• Place a checkmark in the “I have read…” box.
• Enter the Confirmation Code in the designated box on the enrollment page.
• Click “Save” when finished.
Q: What is Mobile Banking?
A: Mobile Banking is a service offered by Susquehanna Community Bank which allows you to access your account information 24 hours a day, 7 days a week, from any smart phone using a downloadable application found in your phone’s app store.
Q:Which phones can I use with Mobile Banking?
A: Hundreds of modes are supported including these major brands: iPhone, HTC, LG, Motorola, Nokia, Pantech, Samsung, Sanyo and Sony Ericsson. Phones on a number of different operating systems are supported including, but no limited to, Android, iOS, Symbian, Windows Mobile, Linux, Palm webOS and Maemo. Participating carriers include, but are not limited to, AT&T, Verizon Wireless, Sprint, T-Mobile®, U.S. Cellular®.
Q: Can I use my iPad with Mobile Banking?
A: Yes. Visit your app store and search for Susquehanna Community Bank and begin banking on the go!
Q: Who can enroll in Mobile Banking?
A: Any Susquehanna Community Bank customer who has a smart phone can download our Mobile Banking app.
Q: Is there a fee for Mobile Banking?
A: No, Mobile Banking is a free service! However, regular text and data package charges may apply, so check with your wireless carrier if you have any questions.
Q: Is Mobile Banking safe?
A: Yes, Mobile Banking employs industry best practices with regards to security. It has been assessed against industry security criteria by a number of independent system security experts. Customers are authenticated by username and password and no files are stored on your phone. Additionally, encryption is used for all transactions so that your sensitive information is protected. It is not recommended to use Mobile Banking on a Wi-Fi connection.
Q: What if my mobile device is lost or stolen?
A: If your mobile device is lost or stolen, no one can access your account without knowing your password and, in some cases, your unique username. To prevent unauthorized access to your account, you can deactivate your phone in Online Banking, or call us at (570) 568-6851 and we’d be happy to assist you.
Q: How current is the account and transaction information?
A: One of the greatest benefits of Mobile Banking from Susquehanna Community Bank is that it provides real-time account information. When you view your account balances, you see the current available balance and when you view transaction history, you see the most recently posted transactions.
Q: Can you tell me more about the Mobile Banking feature “Freez It”?
A: Freez It helps keep your debit card secure by giving you the power to turn off your card to prohibit transactions from occurring on your account. If you’ve misplaced your debit card, instead of cancelling it right away, you can “freeze” it, which can be reversed. If you locate your card and confirm that it hasn’t fallen into the wrong hands, all you have to do is unlock your card to resume use. Cancelling your card is necessary if you know that it is lost or stolen. If you do “freeze” your card, any recurring transactions you had previously set up will still occur. Turning your card OFF will not affect your checks, mobile or online transfers, bill payments, or any other type of transactions in your account(s). Click “Manage Cards” within your Mobile Banking App to get started.
IDPROTECT®Identity theft can happen to anyone. It’s our top priority to help you better protect yourself, your family and your joint account holders.