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 has 14 locations, listed below.

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  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

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

• 

  Ascensus Trust Company

  1655 43rd St S STE 100 Fargo, ND 58103

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:08/07/2024

  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.

  I contacted Ascensus to terminate my 401K as I am closing my small business and moving across the country. I completed the forms and submitted them via email promptly after receiving them. I followed up to confirm receipt of the forms, and three days later, a representative responded, apologizing for the delay. Per the representative, I was told I would receive the funds within 15 business days. I also requested overnight delivery (at my expense) and have sent an email to check the status. Unfortunately, the processing continues to be delayed further.The request and forms were submitted over three weeks ago, and the most recent email I received stated: "I have reached out to my operations team, and they have informed me they are working on finishing up processing. Based on the information provided, the check will be produced at the earliest by the end of this week, but more realistically early next week. I am not able to confirm a timeline until the check is physically produced by the trust. I will be in contact with the trust daily and provide you an update. Please note that while we aim to complete processing within the estimated timeframe, it is not always guaranteed, but we do appreciate your patience and understanding." I then contacted customer support by phone and was told that I would have to "request a ticket for a supervisor call" and to "expect a call in 1-2 business days." This is utterly unacceptable!

  Customer Answer

  Date: 08/09/2024

  Just adding an update. The check still hasn't arrived. I requested to speak with a supervisor on 8/7/24. I was informed that I had to "submit a ticket for a return call." I follow up on 8/8/24 and was left on hold for 20 minutes to later to be told that "the supervisor is busy" and that they will call me by the close of business. I did not receive a call. I later received an email stating, "I have had a moment to review your inquiry, what time will you be available tomorrow for a phone call?" As of right now, I have not received a ***** notification to indicating that my check has been mailed. I never had an issue before PAI merged with Ascensus. This is truly unfortunate. 

• Initial Complaint

  Date:08/07/2024

  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 am a small business owner that had a 401(k) through Vanguard. Vanguard decided not to manage these anymore and transferred all small business accounts to a ********************** called Ascensus. Ascensus has had my accounts for a couple of weeks now, but I have not been able to access it because they say they got my email wrong from Vanguard and it needs to be changed. I sent the paperwork in over a week ago to change it, but their inept customer service is unable to communicate with the other division that processes contact information change. I'm beginning to think this entire company is a scam, ************************* style. I am left, unable to access my 401(k), and am unable to make any progress with customer service. I think the SEC needs to look into this company to see if they are even legitimate. The Yelp page for this company says it all, they are terrible. Meanwhile, my $275,000 in my 401k is not accessible, and may be gone completely. Help!

• Initial Complaint

  Date:08/07/2024

  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 retirement account was moved from ******** to Ascensus without my consent. They have explained that I received email notification but as a buy and hold investor I do not check my accounts regularly...that is until I noticed half of my assets were missing. Now to move my money out of Ascensus, a company I never chose to be a client of, I need to sell all my assets and buy back into the market. I am being forced to either be a client and pay their fees, or time the market by selling and buying back in, exposing me to potentially thousands in loses. I don't know whether the initial transfer from Vanguard to Ascensus was done in a way which I also sold and bought back in but whatever they did they did it seamlessly without my consent, now to move it I'm required to go through a process and being told I MUST sell. Please help. Thank you.

• Initial Complaint

  Date:08/06/2024

  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.

  08/06/2024; Our company's Simple *** was transferred from Vanguard to Ascensus. When I registered my account with ********************** there was an old 401 (k) account that was transferred along with my Simple ***. The old 401 (k) had been closed many years ago. I called Ascensus to have the account removed and was told that the account could never be removed. There are no funds in the account and no activity. I do not want the old 401 (k) associated with my Ascensus account. It is likely that this dormant account could be used an opportunity for potential fraud in the future. Ascensus offered no potential solution.

• Initial Complaint

  Date:08/03/2024

  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 mother ********************* died May 21, 2024. I am in charge of her finances. About two weeks later I took documentation of her death in and asked for them to distribute the checks to her beneficiaries from the two ****** Was told by credit union they would send in the information and I would get a letter from Ascensus with what needs to be done. Nothing came, I went in two other times. They aren't allowed to share Ascensus' phone number. I finally call the corporate office for my credit union and they called Ascensus asking for forms to be sent. The officer said they are notorious for delaying claims and that once I get the letters and send in what they request they would call them once a week to encourage them to close. I finally received a letter for one of the accounts... it demands I form an estate trust which requires going to the courts, getting a tax ID number... the forms look ghastly and will take months. My mother has been in assisted living for years she has no assets other than the money in these two ***** both combined are about $20,000 we don't need an estate trust. I was told by Ascensus she didn't have beneficiaries listed, but she did I was there when mom took them into the credit union. The credit union again called them reporting she does has beneficiaries listed. Their reply to the credit union was how will we know its going to right person if it doesn't go to a trust. Silly people cut 5 checks for 5 beneficiaries you have addresses, phone numbers, ss numbers and names... we provided it all back then. I feel like they are just stalling to have continued use of the money.

  Customer Answer

  Date: 08/31/2024

  I am pretty sure you won't be able to do anything to change their behavior. I am going to jump through the ridiculous hoops they are requiring instead of distributing funds to beneficiaries as listed. I don't want you to waste time working on this but I would prefer not to list it as resolved. I think people deserve to know that they don't resolve issues or work with you to understand why... or even talk to you. Please just leave it unresolved if you can.

• Initial Complaint

  Date:07/31/2024

  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.

  I am writing to file a formal complaint against Ascensus, LLC regarding serious issues with my Individual 401(k) account transition, access problems, and lack of customer support. On July 19, 2024, my ****** account was transferred from Vanguard to Ascensus, and since then, I have encountered multiple unresolved problems that have caused significant distress.Details of the Issue:Account Access Issues:Following the transfer, I attempted to set up and access my Ascensus account as instructed. However, I repeatedly encountered errors indicating that my email address and username were incorrect, despite using the information provided by Ascensus. After following the setup process, including entering my Social Security number and birthdate to establish a PIN, I was only able to access an automated system that provided my account balance. There was no option to speak with a customer representative to address my concerns.Concerns Over Security:I am highly concerned about the security of my personal information, as I was required to provide sensitive details such as my Social Security number over an unsecured system without being able to verify the legitimacy or security of the process.Inaccurate and Unexplained Account Info:The automated system indicated that my account balance had increased by only $1,310.00 over a 12-day period, which seems unusually low given the market performance during that time. Based on my calculations, my account should have been approximately $465,025.37 as of July 31, 2024, considering the current market prices and my holdings. This discrepancy is concerning, and I have been unable to obtain an explanation or speak to a representative to clarify this matter. Attempts to contact Ascensus via the provided email address **************************************** have failed, as the email address is not valid. Phone calls to their support number *************) only lead to an automated system, with no option to connect with a live representative.

• Initial Complaint

  Date:07/18/2024

  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.

  Made holding changes to my account several ***********************. I go back the next day and changes did not take place. I have spoken to multiple people, who simply talk over me and fail to help. The costumers service is extremely poor.

• Initial Complaint

  Date:07/03/2024

  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.

  As census is not send*** a proper check to roll over my 401 k. They made it out to ******* *****, not my 401 k plan, told me they would send a form and did not, then sent me a form and ask*** for the check back. I sent it back certified mail with *** and now they are say *** I sent a photo copy. Which I did not it was in 2 parts with void on the back and I took a photo of it before I sent it. They have had my money not earn*** for me since 4/22/2024.

  Customer Answer

  Date: 07/05/2024

  Upload proof that I sent the original check back ***

  Customer Answer

  Date: 07/10/2024

  This is form sent for reissue of check after they messed up on the first check.  This is the second check I just received.  They charged me 50 for a check fee, 60 distribution fee, and 30 for an expedited fee.  They were not supposed to charge me anything since they sent me a messed up check the first time for ******* *****.  Now they sent me a check that is spelt wrong. I attached the form I took a picture before sending the reissue form.  Clearly they misspelled the name of my company.  Before sending this check they lied saying I did not return the original check then lied saying I sent them a photo copy.  I have the emails they sent me.  They also stated after being given at least 3 case numbers that I receive a new one every time I call.  I was told they will not send a confirmation that my check would be processed and that they person reissuing the check cannot speak with me and I cannot have their name. Quite frankly Im at my wits end.  They have had my money for almost 3 months.  And nothing is resolved.

• Initial Complaint

  Date:06/22/2024

  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.

  unjustifiable fees charged to produce multiple checks after I requested a rollover to another financial institution. Fees were not explained up front and appear to be an effort to make profit from a legitimate request for movement of funds. I have spent no less than 10 hours on phone calls to this establishment to resolve ***** issues that they state have held up release of funds. Each time, I was walked through the forms and asked if I had them correct. Upon calling back, the business stated that I had made mistakes even after consulting their "trained" staff! I started this process more than two weeks ago and have yet to get my funds released after a promised date of June 20th for the check production. When I checked the account yesterday, the funds had not been released. When I called to request supervisor attention, I was given the same delay tactics by an agent that barely speaks English and appeared to be reading from pre-scripted responses created by upper management. The entire process has been a huge hassle and the public needs to know this company is NOT reputable to use for 401k investments. They will assess fees that are unreasonable and ignore complaints when you attempt to dispute them!

• Initial Complaint

  Date:06/04/2024

  Type:Order 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 previously worked at *************************. They used Ascensus [previously *******] for the 403b account management. Earlier this year, I noticed that the name on my account was listed as "***************************", instead of my name, *********************************. I contacted my former employer and they have the correct name in their system. Even the statements from the Ascensus website have my name. Aside from the Name and DOB on the account all the information is my information (including social security number). I have contacted Ascensus multiple times and they say they need to call "***************************"s employer to have the correction made because this was a "typo" made my her employer. This has not been done despite multiple calls to Ascensus. On my last call, the phone operator said he did not see any other claims and could not discuss this with me. Each time I call they "file a new claim" and nothing has been done. I am scared to rollover my money to another 403b because I don't know if the check for funds will have the correct name. My money is trapped in Ascensus with the wrong name on the account. I want the name corrected so I can transfer my funds safely.