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:05/10/2024

  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.

  This company is a third party administrator for my 401k. They have continued to deny documentation that Ive sent them without cause. It took 2 weeks to get an answer on why my documents were not accepted and the answer I received was because it was a download from my healthcare app and I didnt turn it into a pdf document. That makes absolutely no sense whatsoever. They are making it impossible for me to withdrawal my funds during an emergency.

• Initial Complaint

  Date:04/23/2024

  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.

  Future plan has handled my retirement funds for the past 4-5 years. I have tried to transfer my accounts with future plan to other retirement funds and have gotten hardly anywhere with future plan. This company is a complete joke. They won't hardly email you back and when they do it's the same old run around. I have been fighting this issue for over two years now. I have roughly 100 emails back and forth trying to receive my funds and just when I think I am getting somewhere, I get a new run around story or transferred to a different employee within the company where I then start from ground zero.

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  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.

  Ascensus will not give me access to the online portal. I have contacted them several times and the issue just keeps getting prolonged.

• Initial Complaint

  Date:03/20/2024

  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 worked for a company named Life Matters Counseling since 2009. The owner passed away in 2021. When the company closed I completed a plan termination form that was signed by the designee (*********************) with so my retirement funds could be rolled over into a new *** that I set. After several months without the funds being transfered I began contacting customer support line ********************** only to be given repeated runaround with no results. I have been told they needed a new form because they could not find the first one, that they could set up a distribution only to then be told they couldn't complete it, told they couldn't help because I can't recall my hire date 15 years ago, told they would have someone call back repeatedly only to be ghosted each time. They sent me login information to thier portal that does not work and when the login was locked due to attempts to access it I was told they cannot help me unlock the account so I can't even see my own account information. Every time I call I have had to retell the whole story of the problems because I can never reach the same person twice and they do not seem to have any records or way of tracking customers calls and issues. I have spent many hours over the past two years trying to get them to distribute my funds so I can roll them in to my new ***, meanwhile they are holding the money hostage and preventing me from accessing/benefitting from my own funds. These people have been an absolute nightmare to work with and don't seem to be in any kind of hurry to help. Reading all of the other complaints on BBB I can see a pattern of very similar complaints indicating that this seems to be regular problem. I just want them to give me my money so I can reinvest it in a reputable and trustworthy retirement account and put this disaster of a company in the rear view mirror. Ascensus should be ashamed of such terrible service and performance. Any help would be greatly appreciated.

• Initial Complaint

  Date:03/16/2024

  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 closed my account with FuturePlan by Ascensus in March of 2022. Unbeknownst to me, Ascensus took automatic payments from my bank account on February 13, 2023 and February 14, 2024. Both payments were for $175. I do not recall authorizing any payments from my bank account in the past, though in the past I had paid them via a physical check. I was assured via email in June, 2023, that my account had indeed been terminated the previous year. This email was from ***************************, *************************************** Dedicated *************** Services, part of FuturePlan by Ascensus. I am seeking these charges to be returned to me, along with the $20 I have had to pay my bank in order to block this business from continuing to reach into my checking account and steal from me. I will add here that I tried to close this account for years prior to actually being able to close it. The "advisor" I was assigned left at one point and I was leaving voicemails in his account for months before I finally got a hold of someone else who connected me with a current employee, but this whole situation was frustrating and continued too long. I will also note that I saw on the BBB website that this company got a D-.

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  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.

  I have contact Ascensus several time since January 2024 seeking to change my phone number associated with my account so I can reset my password and access my 401k account. After providing my security information and validating myself, the Ascensus representative tells me that they can not update my phone number and I would need to contact my previous employer and have them request the change. I contacted the previous employer, and they told me that they're unable to update the phone number either. Why would a former employer be responsible for changing and managing information for previous employees? As a result, I am being denied access to my 401k account information.

• Initial Complaint

  Date:03/07/2024

  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 through my employer is set up through Ascensus. I requested a hardship withdrawal from **** plan with Ascensus and it was approved from my employer and from Ascensus. I requested the maximum amount that I had available. I was told the amount I had available by Ascensus and my employer approved this amount as I am purchasing a principal residence and the amount I need was well more than my maximum available withdrawal amount. The request was submitted and I was charged a $75 processing fee. I deferred taxes and there were no other deductions to be made from my withdrawal amount. I received a check in the mail for an amount significantly less than the amount that I requested and was approved for. I was counting on the full amount as part of the funds that I needed to purchase my principal residence and to meet the obligations of my contract to purchase the property. When I called Ascensus to escalate the matter I was told that for some reason the system had a glitch on my account and wouldn't allow the maximum amount to be withdrawn even though it shows I had the maximum amount available and I was approved for it. I was told I would have to submit another hardship withdrawal request and that it would be for the full remaining withdrawal amount that I had available. When I received the check for this second withdrawal request. I again received a check for an amount that was for less than half the amount that I was supposed to receive. When I called Ascensus to again report what had happened I was told that there was an issue with my account and the system was still not allowing the full amount. They asked for my employer to reach out and it took them a week to respond to my employer. They offered no solution or explanation. My employer asked for more information and was told that they were out of office till 03/11/24. I initiated my first withdrawal request on 02/07/24 and I still don't have the funds I need to close on my property on 03/11/24.

• Initial Complaint

  Date:02/27/2024

  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 have had a 401K plan with my business for a while, but things happen and I need to shut it down- it is only for my wife and I and we need to access these funds - I put in a request on 02/13/2024 and I have not received any news from Ascensus about this request- I call them frequently, and they always say they will call back- however, they NEVER due and I am at their mercy- they are terrible- and I just want to get my money and get away from them- Do NOT recommend anyone use them- they are total LIARS!!

• Initial Complaint

  Date:02/16/2024

  Type:Order 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.

  I had a 401k that was being managed by Ascensus through ******* ***** and I terminated the 401k in early December 2023 and had requested that the funds be liquidated. First, it took nearly 45 days to get a resolution on the termination. Then after a check was finally issued, I continue to be billed a $20 monthly service fee from the company totaling $60.00, and they continue to send statements. The most recent statement shows a balance in my account of $86.30. I am owed this amount as well as the $60.00 in service fees. I have called and emailed numerous times to get this resolved, and I keep getting the run around. In all the years I have been in business and as a consumer this company is the absolute worst company I have ever worked with. They need to be held accountable for their abysmal client service.

  Business Response

  Date: 04/09/2024

  Thank you for following up on the above item. We are in the process of resolving the issue with the client.

  
  

• Initial Complaint

  Date:02/08/2024

  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.

  Switched to Future Plan as my TPA. Services were awful, terminated services after the 2022 plan year. Being charged for 2023 fees although I have a new TPA taking care of 401 K and DB plan details and documents for 2023. Even with termination letter, bills are still accruing from Future Plan. Harassing billing statements.