Complaints

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

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• 

  Ascensus

  200 Dryden Rd E Dresher, PA 19025-1044

• 

  Ascensus Inc

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

• 

  Ascensus Inc

  3131 Camino del Rio N Ste 1040 San Diego, CA 92108-5711

• 

  Ascensus

  101 W Broadway Ste 1420 San Diego, CA 92101-8215

• 

  Ascensus

  PO Box 124800 San Diego, CA 92112-4800

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.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  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.

  My company closed the 401k plan that was being administered by Ascensus. Several employees and I have been trying to get our money from them for over a year now. They eventually sent a termination notice and they are changing our plan of over $22,000 for a plan with a little over $33000. We need

  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

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have tried to rollover my Ascensus 401k to my individual Vanguard account since July ******** it is December, and I received a letter from my previous employer, they transferring out of Ascensus and there will be a blackout starting Dec. 13th. I checked and saw this transfer never happened so I called in. On Wednesday, Dec. 4th representative stated she could not locate form in system, so I sent another email with the form and the original email sent on July 19th. Representative stated the emailed form would not be received until 24 hours and to check in tomorrow as she could not do anything. On Thursday, Dec. 5th, I called in again and representative stated he could not find the form still, we reviewed email address, realized it was my fault as I sent it to ******************** and forgot the "s" before the "c" in Ascensus. That was my fault realized what happened, so I sent the notarized spousal consent form to correct email, but was told it would again not be processed until another 24 hours.On Friday, Dec. 6th, I call back in mid day and the spoke to the same representative (Jalen from Dec. 5th) and he confirmed the recept of the Notarized form sent on Thursday. He explained it would take a day for it to be processed. To wait until Monday evening and go to my account and via distribution-Termination page I would see the ability to initiate my rollover instead of the box that requires spousal consent form.On Tuesday. Dec. 10th, I still don't have access to rollover. I called. Was told my notarized consent form is rejected because commission exp. date was handwritten and I was listed as single and not married via portal, but they only sent email about marital status issue. I got employer to fix marital status in system. As a previous Notary Public, I know a handwritten date on the seal is valid. I asked to speak to management, but they refused to transfer call, but would notate request. I don't have access to my money, after sending new notarized form.

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 originally had an *** with ******** which was converted to a money market account during a divorce because ******** recommended this for ease of transfer. ******** apparently stopped servicing these accounts and, without my consent, transferred it to Ascensus, after the divorce. The divorce documents reference the Vangaurd account number as being awarded to my ex. I have given Ascensus every piece of paperwork requested and they keep saying they just can't figure out what account needed to be transferred despite the account number being specified and the fact that the avsolutly have the original account number from Vanguard, meaning all they have to do is match those numbers. They are demanding I have my paperwork amended, which will mean I have to pay the lawyer more money to do so, so that it matches what THEY want. Even though they literally only need to match the Vanguard account numbers. They seem to be purposefully coming up with excuses to avoid the court order so they can hold on to my money. They are defying a court order and placing me in jeopardy of further legal action because they have been holding my account hostage for literal months due to their refusal to match numbers up. In addition, my account is fluctuating with the market menaing there could be less money in there by the time they transfer it, meaning inwill be on the hook to pay my ex the difference in cash. Incompetent and unethical treatment of my account.

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My company has closed out our 401k with Ascensus, and our funds were supposed to be mailed out to us via bank check. I have been waiting for my 401k money for over two months. I have made several phone calls with this company trying to rectify the situation to no avail. They originally mailed out my check to a completely incorrect address I had not occupied in over 6 years. The second address they incorrectly entered into their system. The third time I called I was assured it would be changed to the correct township, and waited again. When I hadn't received the check after over 3 weeks I called again. They told me for the 4th time, that my check was sent to another incorrect address. At this point I had already asked to speak with upper management and had gotten no response, along with no check. I still have not received my money from the account.

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been trying to rollover my i401k that was purchased from ******** for several months now. After about 10 phone calls, I finally received instructions to submit a Transfer of Assets form **** in late October. I submitted the appropriate form on Oct 31 and a check has still not been sent to ****** as of 11/22/2024.

• Initial Complaint

  Date:11/13/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 made it so difficult to transfer my 401k to fidelity. I emailed and called multiple times but they didnt respond. I had to email in a consent form and pay $200 to have my money sent to fidelity

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  my solo 401k was moved to ascensus by ********. I contacted ascensus to transfer my account to fidelity. fidelity had some information messed up so they sent the check back to me and i sent that with the forms ascensus told me to fill out to terminate the plan and receive the entire account paid out to myself(I have that conversation recorded if you need). had email back from ascensus (no actual mail response) one email wednesday 11/7 and one today 11/9. they are saying that there was an incorrect signature and before i get a chance to correct anything they are sending my money to the state to hold. i have no idea who to get ahold of as their posted hours are meaningless as they do not answer the phone line that is in their emails.l tried each number available and all were closed well before their 9pm eastern time. I just want a check for my money back to me, i hate having to pay a 10% early withdrawl penalty because i wanted it to go into another 401k at fidelity to build. ascensus has no right to keep my money when i have repeatedly told them what i wanted.

• Initial Complaint

  Date:11/05/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 or about July 18, 2024 ******** transferred my Self-Employed 401K Plan to an affiliate, Ascensus, LLC with primary offices in *******, **. I initiated a transfer of assets to ******************** (with the intention of terminating my account at *********************** on August 22, 2024. Ascensus rejected the paperwork from ******** on several occasions with obscure rationale; first they insisted on submitting their withdrawal form in addition to the ******** transfer of assets request and then they requested a printed account statement (neither requirement was explained up front). Ascensus finally accepted the transfer of assets request from ******** on or about September 18, 2024.Ascensus did not process the transfer check until October 2, 2024 FOLLOWING the deposit of a $287.32 dividend from my investment in the ************************ ******* *********** (*****) on September 30, 2024. The transfer of assets on October 2, 2024 did not include the full balance of my assets as of the effective date of my request. Moreover, I was charged $20 for a fee with no explanation on October 31, 2024 when the account should have been closed as of that date (the Ascensus website refers to the ***** prospectus regarding costs and that prospectus makes no reference to $20 fee).I called Ascensus on November 5, 2024 to determine how to complete the transfer of assets and finally close the Self-Employed 401K plan. They directed me to complete a termination distribution (given the prior termination date) for the remaining balance of $244.26. The balance reflected ANOTHER $20 fee dated November 4, 2024 with no explanation.Given this fact pattern, I believe Ascensus is engaging in a deliberate and deceptive business practice to delay termination distributions and withhold balances due to maximize the application of fees that are in no way commensurate with the services offered (I was a customer for less than 4 months). Although my damages are small, I believe this practice is widespread.

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 August of 2024, I requested a hardship withdrawal from ************ who has my 401k from my employer. Future plan by Ascensus is a 3rd party administrator. They are holding MY money and will not release it. Managers and customer service **** have not been helpful. The reviews online support that this company is inept. 3 months in and its repeated phone calls to no avail. They need to be audited. I need MY Money or I wouldnt have filed a claim.

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 or about July 20th, ******** sold my 401(k) and transferred it to Ascensus.Since October 10th, I have been attempting to transfer my 401(k) to Fidelity. I initially contacted Ascensus on that date and was informed that I needed to set a "Termination Date" before submitting any forms, which they assured me would be treated as a rollover. I repeatedly emphasized that the assets needed to be transferred to ******** as a "non-reportable transfer," which would be treated as a rollover. Despite this, they refused to directly transfer the assets and instead insisted on sending a check. They then sent me a lengthy form titled "Withdrawal from 401(k)." After completing it, I was informed that a new form had since been implemented, requiring me to start the process ******** the past 10 days, I have emailed Ascensus twice, utilizing the forms they provided, to request the transfer. The first email, sent 10 days ago, was marked to be sent by next day air to Fidelity, but I have never received any confirmation. I then sent another email and also faxed it. However, I received no responses. Today, after spending over an hour on hold, including a dropped call after a 30-minute wait, I finally reached a representative. I initially waited over 30 minutes before the call dropped, and when I called back, the estimated hold time was stated to be 7 minutes, but I ended up waiting an additional 30 minutes. The representative stated that Ascensus does not respond to emails, despite my repeated attempts to communicate through this channel. It appears that they received my first email but chose not to respond. The representative stated that my paperwork was received and that there is a tentative liquidation date of November 18th. When I asked for an explanation regarding the delay, the representative said she did not know, as the office responsible for such matters had closed 15 minutes earlier.