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Business Profile

Retirement Planning Services

Ascensus

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retirement Planning Services.

Complaints

This profile includes complaints for Ascensus's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Ascensus has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Ascensus

      200 Dryden Rd E Dresher, PA 19025-1044

    • Ascensus

      4999 Louise Dr Ste 205 Rossmoyne Corporate Center Mechanicsburg, PA 17055-6907

    • Ascensus

      4135 N Front St Harrisburg, PA 17110-1616

    • Ascensus Inc

      5832 Bolsa Ave Ste 100 Huntingtn Bch, CA 92649-1181

    • Ascensus Inc

      404 Camino del Rio S Ste 608 San Diego, CA 92108-3556

    Customer Complaints Summary

    • 89 total complaints in the last 3 years.
    • 51 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/22/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      The 401K statement I received in the ****** mail indicates two contributions were made to my Ascensus-managed 401K plan in 3Q2025 and that there was a four-figure balance on 30 September. I've made no withdrawals.But when I look at my account on their portal, it reports that there were zero contributions, there's a zero dollar balance, and no statements are available. I called Ascensus support and they told me the portal information is correct and there's nothing they can do. They refused to even discuss the statement I received in the mail.I also submitted two written inquiries but I've received no response to either.Note: the document I submitted reads Vanguard, but ******** sold its small-business 401K plans to Ascensus. I called ******** directly and they confirmed only Ascensus can resolve this problem.Information online suggests Ascensus has a habit of making it impossible for clients to access their funds.

      Business Response

      Date: 10/24/2025

      Thank you for contacting Ascensus. For security and privacy reasons, we are unable to provide any client-specific information to your office. We will contact the client directly to address the concerns that were raised.


      Sincerely,
      Ascensus

    • Initial Complaint

      Date:10/08/2025

      Type:Product Issues
      Status:
      Answered
      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 9/5, I began the process of rolling over my 401k with Ascensus to Fidelity. B/c it is a QDRO acct, I need to fill out a form and have the authorized ***resentative from my ex-husband's work place (Energy Architecture - EA) sign the form. I was emailed a form and told to fill out 2 sections and email to Ascensus. I did that. The following week on 9/11, I called to follow-up and was told that I had not filled the form out correctly - when I had filled it out exactly as I was told. I then filled out the top portion which I had initially been told to leave blank. I was also told that I should contact Energy Architecture to get the signature from their authorized ***resentative. The authorized ***resentative Ascensus had on file for ** had retired. So, I contacted **. They began the process of updating their authorized *** so that she could sign the form. On 9/15, I was told that I should contact EA's *** - EGPS - to help facilitate this process. I learned that **** was no longer the *** and that Future Plan (owned by Ascensus) was now EA's ***. So, I contacted *** but was told that **'s *** could not speak with a 401K participant. On 10/1, I received an email from **'s new authorized *** that she was now legally their *** and had signed the form and emailed it to the ***. On 10/6, I called Ascensus to follow up and was put on hold for 45 min only to be disconnected. When I called back I was told that there was no record of authorized *** update or of the form being received. I called back again and was told that the authorized *** had been updated in their system but there was no form and that I needed to ask EA's authorized *** to send it to ****************************************** EA's *** had been told to send it to **************************************** Today, I called back and am told that it needs to be sent to ************************************ Each time I call Ascensus, I am told something different. They are making it impossible to rollover my funds. They need to be investigated.

      Business Response

      Date: 10/20/2025

      Thank you for contacting Ascensus. For security and privacy reasons, we are unable to provide any client-specific information to your office. We will contact the client directly to address the concerns that were raised.


      Sincerely,
      Ascensus

    • Initial Complaint

      Date:09/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Ascensus is refusing to process a change of contact information form. When I have called regarding issues with submission, I am informed that Ascensus cannot be reached by phone and they will not contact me. Simply that they update the notes for the **************** representative. The representative confirmed that all documentation was received but that the file was closed. I inquired that if I have provided all required documentation then why was my case was closed without being resolved? I was told to resubmit the documentation via email. The customer service representative said they could not send me an email or provide documentation of the call. The form needs to be accepted so I can access money in my account.I requested to speak to a supervisor and was told "no supervisors are available." I was told no one else was available to speak to but they would put in a request for someone to call me in 72 business hours. This is unacceptable. I want Ascensus to process the documentation received in a timely manner and provide a reason why it was not accepted and why I need to submit it again.

      Business Response

      Date: 10/08/2025

      Thank you for contacting Ascensus. For security and privacy reasons, we are unable to provide any client-specific information to your office. We will contact the client directly to address the concerns that were raised.


      Sincerely,
      Ascensus

    • Initial Complaint

      Date:09/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Requested a distribution of my 401(k) after my employer sold his business. ********** is the third party vendor that acts as a broker between ************ and my employer. My issue is with FuturePlan not approving my distribution in a timely manner. It's been two weeks.

      Business Response

      Date: 09/29/2025

      Thank you for contacting Ascensus. For security and privacy reasons, we are unable to provide any client-specific information to your office. We will contact the client directly to address the concerns that were raised.


      Sincerely,
      Ascensus

      Customer Answer

      Date: 09/29/2025

      [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:09/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hi Ascenus is company where my 401K is located. Ive called my old employer several times and received an email from them after the conversation. I am not an employee at ConnectiveRx. HR Director at ************ confirmed Ascenus has this information. Ive sent them a message stating Im not an employee. I want to withdraw everything out of my 401K. Ascenus keep saying they dont have documentation yet from my ex employer that says Im no longer working with them. They wont release my 401K money from ConnectiveRx that consists of *******. Ive called Ascenus multiple times and getting the run around. I want to withdraw and close this account. I have included all supporting documents to say Im no longer an employee and want to withdraw everything out of my 401K.

      Business Response

      Date: 09/22/2025

      Thank you for contacting Ascensus. For security and privacy reasons, we are unable to provide any client-specific information to your office. We will contact the client directly to address the concerns that were raised.


      Sincerely,
      Ascensus

    • Initial Complaint

      Date:09/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 been trying to get my 401k cashed out for financial emergency the paperwork was turned in, 2 weeks later we called and learned that my former employer who sold the company and now has no ties with myself has not been returning information. My wife and myself have been calling multiple times at different times of the day trying to get in touch with the deconversions department, they never seem to be open. I personally reached out to the former employer who says he sent over all paperwork. My money should be sent to me ASAP and I should not need someone I no longer communicate with to determine whether I can or not after contributing for so many years.

      Business Response

      Date: 09/22/2025

      Thank you for contacting Ascensus. For security and privacy reasons, we are unable to provide any client-specific information to your office. We will contact the client directly to address the concerns that were raised.


      Sincerely,
      Ascensus

    • Initial Complaint

      Date:08/26/2025

      Type:Billing Issues
      Status:
      Answered
      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 been in an ongoing dispute with Ascensus for over six years regarding an *** account that belonged to my deceased ************** grandmother is the primary beneficiary of the account. She has been diagnosed with dementia, and I am her court-appointed guardian of both her person and estate, as well as the executor of my grandfathers estate. Despite providing all legal documentation to Ascensus to verify my authority, they have repeatedly refused to release the required minimum distribution (RMD) payments owed to my grandmother.This situation has caused significant financial and emotional stress for our family, as these funds are needed for her care and living expenses. I am requesting immediate action from Ascensus to comply with the law, honor the beneficiarys rights, and release the distributions that have been withheld for years.

      Business Response

      Date: 09/03/2025

      Thank you for contacting Ascensus. For security and privacy reasons, we are unable to provide any client-specific information to your office. We will contact the client directly to address the concerns that were raised.


      Sincerely,
      Ascensus

    • Initial Complaint

      Date:08/03/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Futureplan by Ascensus is the "Administrative Arm" of our 401-K retirement plan. The sale of my business (******** and ******** DDS PA) closed on 9-11-2024. We had approximately 7 employees participating in the plan. To date (8-3-2025) the dissolution / completion of our plan is incomplete, meaning, there has been no distribution of funds to employees. One employee in particular is in the *** age group, but has no access to her funds to meet this *** requirement. I am the "Plan sponsor", meaning I am liable for proper timely distribution of funds. My former staff poses no threat of liability, but they are repeatedly asking where their money is. Our CPA (**** ******, CPA), and our "Financial Arm of the plan" (******* ***** / **** ****** Group of ************************ have exhausted all means of communication with Futureplan to expedite closure and distribution of funds. We are all exasperated and at our wits end. I have personally spoken with other financial plan advisors who have discontinued relations with Futureplan for exactly the same frustrations. I have been in contact with several different levels of staffing in an effort to speed things along....all to no avail. The explanation given to me was that "the *** gives them 12 months to complete dissolution". With only seven plan members, this should not be such an overwhelming problem. All levels of staffing I have spoken with are very nice, but there is no communication between departments as illustrated in repeated requests for information already sent. I have personally informed ********** that I planned to contact your office with a formal complaint if all distributions were not sent by 7-31-2025. This has not happened. I also met with my local attorney for advice. He recommended that I request an "in person" meeting with the branch / division supervisor. I relayed this to Ms. ******* ******, but have received no response to this request. Thanks, ****** ******** *** DDS

      Business Response

      Date: 08/04/2025

      Thank you for contacting Ascensus. For security and privacy reasons, we are unable to provide any client-specific information to your office. We will contact the client directly to address the concerns that were raised.

      Sincerely,
      Ascensus

    • Initial Complaint

      Date:07/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 trying to receive 401k beneficiary monies that are legally mine .I have been given the run around. I want my 401k beneficiary money asap. Thus is beyond ridiculous. No one is helping me all I know is I filed for it in April 2025 then again aggressively starting my 3rd

      Business Response

      Date: 07/31/2025

      Thank you for contacting Ascensus. For security and privacy reasons, we are unable to provide any client-specific information to your office. We will contact the client directly to address the concerns that were raised.

      Sincerely,
      Ascensus

    • Initial Complaint

      Date:07/11/2025

      Type:Product Issues
      Status:
      Resolved
      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 June 15, 2025 I submitted a request for a 401K loan from Ascensus. My request was approved on June 17, 2025. My loan paperwork submission made it clear, my house purchase was closing July 10, 2025. Their original email said my funds would be received by July 4, 2025 and they werent. I called immediately and told them that my closing was at risk. The customer service agent told me that she was expediting a new check to be delivered by July 9, 2025. This was not received either. I called customer servicer again and she stated that they cant expedite a re-issued check, so somebody is lying at Ascensus, and my closing has now passed. Why is direct deposit not an option? Why is customer service claiming different things with the loan process? There has been NO accountability for my closing missing. There is still no funds received. Utterly ridiculous. Ascensus needs to refund my $250 loan origination charge and get me the funds as soon as possible. If the deal falls apart completely I will be suing Ascensus for the entirety of our ******* money.

      Business Response

      Date: 07/22/2025

      Hello,

      Our service team indicated this item is resolvedthe loan fee reversal came through last night and they contacted the *** ****** (who indicated he would also reply to the BBB to let them know).

      Customer Answer

      Date: 07/23/2025

      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.  My funds were received and my loan fee was returned to my account. That being said, I still missed the closing date on my home and strongly encourage Ascensus to add direct deposit as an option. 

      I appreciate Ascencus making this right.

      Regards,

      **** ******


    Ascensus is NOT a BBB Accredited Business.

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