Business Profile
Retirement Planning Services
AscensusHeadquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Ascensus's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 85 total complaints in the last 3 years.
- 46 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/08/2025
Type:Service or Repair IssuesStatus: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.
Ascensus was suppose to mail a check with the money I had made with ******** my former employer. It has been 6 months since I have been waiting for my 401k money. I tried calling and getting a new check mailed, which they said they would mail and it would be in my hands by February 14, 2025. It is now April 8th, 2025, and still now word about my money. Every time a call they try to take another $30 away from my check.Business Response
Date: 05/23/2025
The participant requested a termination distribution in November 2025 so we issued two checks (one for pre-tax dollars and the other for **** contributions) on 11/20/2024. Both checks were voided and reissued again on 1/23/2025. In both instances, the checks were mailed to the address on record of *************************************. The participant called in on 4/29/25 and initiated an address change. We needed to add his apartment number to the address, which we previously did not have on record. This would explain why he never received the previous checks. We reissued both checks on 4/30/25 to the updated address. Both checks are still outstanding.
Here is what we have done thus far to resolve this:
-We called the participant and left a message
-We charged $35 for each check to be reissued with this most recent reissue. We put in a request to reimburse the participant the $70.Initial Complaint
Date:04/07/2025
Type:Service or Repair IssuesStatus: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.
Ascensus seems to be a subsidiary of ******** (as they told us on the phone).we have been trying to move **************************************************** 403b **** account (held at ******** through Ascensus) This account was cleared an a check issued on 3/17/2025. it is still nowhere to be found as of 4/7/2025. ($86,319.96 ) This essentially a Vanguard to Vanguard rollover and they have forced us with no other option to stop and Reissue. This will take 7 days to stop , afew days to reissue and probably 2-3 weeks to mail?! So Vanguard (via Ascensus) is essentially holding funds for at least two months, who knows if I'll ever see these monies again at this point.We would like these funds deposited immediately as they refused to do overnight service. And reimbursement for two months of lost interest, many hours of phone (lack of ) service. I personally believe ******** is operating a ****** record keeping company in order to delay transfer of funds as long as possible. Other funds have transferred in a much shorter time coming from other financial companies.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. Even though you have closed this matter in your system, we will contact the client directly to address the concerns that were raised.
Sincerely,
AscensusInitial Complaint
Date:03/31/2025
Type:Service or Repair IssuesStatus: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.
Please see the attached complaint letter as it is too long to input here.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. Even though you have closed this matter in your system, we will contact the client directly to address the concerns that were raised.
Sincerely,
AscensusCustomer Answer
Date: 08/04/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 23138740
I am rejecting this response because:
The company has not reached out to me regarding a resolution, therefore, I reject the answer.
Regards,
******* ChanceBusiness Response
Date: 08/13/2025
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,
AscensusCustomer Answer
Date: 08/15/2025
[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,
******* ChanceInitial Complaint
Date:03/21/2025
Type:Product IssuesStatus: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.
FuturePlan was the administrator of my solo 401K plan which they had acquired through the purchase of the smaller company I originally signed up with years before. In October of 2023, they resigned from all the accounts acquired through this purchase by sending 1 email on October 30. I did not see this email and assumed that they were still doing their fiduciary mandated job. I found out this February that not only had they resigned, they did not file my 2023 401K tax form with the **** I have so far spent $500 in an attempt to avoid a much larger penalty of approx $23,000 for not having filed. What is really disgraceful is that FuturePlan, having made the decision to drop these accounts, BILLED in mid OCT $306.25 for services, knowing full well that they were not going to complete their yearly responsibilities of filing returns...which is probably the only time they have to actually do something for their ******* date, I have had communication with one person in the company who has sent an email to her manager outlining my issues, and assuring I would hear back. It has been 3 weeks and nothing.Customer Answer
Date: 03/24/2025
Original upload was blank.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. Even though you have closed this matter in your system, we will contact the client directly to address the concerns that were raised.
Sincerely,
AscensusCustomer Answer
Date: 08/04/2025
I resolved this issue directly with the company. I was NOT made entirely whole, but they did do a partial refund.
You may close this case.
Customer Answer
Date: 08/06/2025
[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:03/08/2025
Type:Service or Repair IssuesStatus: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 trying to gain access to my monetary account. ******************** will not take any viable information from me (social security number, dob, address, etc) only will take answer to a security question I did not agree to nor do I know answer to. Will not let me gain access to my own monetary property.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. Even though you have closed this matter in your system, we will contact the client directly to address the concerns that were raised.
Sincerely,
AscensusCustomer Answer
Date: 08/04/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 23040218
I am rejecting this response because:
Regards,
**** ****Initial Complaint
Date:02/14/2025
Type:Service or Repair IssuesStatus: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 was informed that my Vanguard retirement plan was transferred to Ascensus several months ago. I am trying to make deposits to my retirement account. No one at the company can help me do so. Today I was on hold for an hour because their automated system will not allow me to give my plan administrator access to my retirement account to pay in. The phone operator told me she cannot share the phone number for tech support because it is for internal use only. After an hour on the line, her solution was to call a new phone number - which was the number that led to her initially. I am concerned this company is a complete and total scam.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. Even though you have closed this matter in your system, we will contact the client directly to address the concerns that were raised.
Sincerely,
AscensusInitial Complaint
Date:02/03/2025
Type:Service or Repair IssuesStatus: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 12/31/24 a contribution to ******* Solo 401k was made in error. I called customer service twice in advance of this to cancel this contribution and was told they did not see a scheduled contribution. Once the contribution was made, I submitted paper work to have it reversed but Ascensus has not processed it. Their customer service representatives have not been able to help.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. Even though you have closed this matter in your system, we will contact the client directly to address the concerns that were raised.
Sincerely,
AscensusInitial Complaint
Date:01/27/2025
Type:Product IssuesStatus: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.
In July 2024 ******** transferred my 401k retiredment account to **********************, this was done automatically and not by my choice. On December 26, 2024 requested to withdrawl all retirement funds from Ascensus, approximately $3900. Called Ascensus on January 6th, 2025 because the letter never arrived, they said to wait until January 9th, 2025. Called Ascensus again on January 9th, since the letter still had not arrived, they insisted I wait until January 13th. Called Ascensus again on January 13th since the letter had still not arrived, where they said they would cancel the previous check and send a new one. Called again on January 15th since I had not received any confirmation that the check had been mailed, and they said it was being processed that day. It's January 27th, and neither check has arrived. My account balance has been $0 and I have not had access to my funds for over a month now. They say that the check has been mailed, but I have not indication or verification that either has been mailed, and neither have arrived at the address provided to them. I have had mail sent on January 17th to the address after the second withdrawal request, to confirm that the address is receiving mail in a timely manner, and it arrived Wednesday January 22nd.Tried completing their ACH Direct Deposit form, which they instantly said they were "unable to verify" (I've had this account for more than ******************************** said they mailed both 401k Retirement distribution checks to my address, but for some reason they claim that **** may be changing an apartment number to a PMB (exg # *** to PMB ***).If there is anything that requires clarification, please contact me.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. Even though you have closed this matter in your system, we will contact the client directly to address the concerns that were raised.
Sincerely,
AscensusInitial Complaint
Date:01/21/2025
Type:Service or Repair IssuesStatus: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.
Ascensus handles the 529 plans for *.**** Price. They have placed an inappropriate and illegal freeze on my account. They claim their fraud department has down this but I am not allowed to discuss this with their fraud department because they dont talk to people. They are creating stall tactics to keep people from withdrawing their money.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. Even though you have closed this matter in your system, we will contact the client directly to address the concerns that were raised.
Sincerely,
AscensusInitial Complaint
Date:01/15/2025
Type:Billing IssuesStatus: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 company took more than half of my 401 k as an admin cost. How can they justify taking over 2500 dollars in an account that had only 5000. And call that an admin cost? They are doing this because I cannot afford to sue them.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. Even though you have closed this matter in your system, we will contact the client directly to address the concerns that were raised.
Sincerely,
Ascensus
Ascensus is NOT a BBB Accredited Business.
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