ComplaintsforAscend Federal Credit Union

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ascend Federal Credit Union will take overdraft funds when you still have money to cover. It is done over weekends when the system calculates what it believes is a negative. Once the system updates and you are positive the overdraft fee is NOT given back. You have to call or chat with them to make them refund. This had happened to me over 50 times. I know it is happening to others and they are not asking for what is right. They know this happens but they are not fixing it. Scam

  

  Business response

  12/01/2023

  Thank you for taking the time to leave us your feedback so we can continue to improve our member experience. Our team has attempted to contact you to address your concerns. Please give us a call at ************ so we can assist you with this matter. Thank you for your membership with Ascend. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was denied a youth checking account for my daughter at the ascend ************ Main Street location because of a charge off that I was unaware of from a youth account in 2007. The representative helping me was unable to give me anymore information on the charge off other than it was from 2007 when I was 17 years old and on an account with my parents. I have three open accounts with ascend all of which are in good standing. All three accounts (checking/savings), **** rewards credit card, and a personal loan. They even refinanced my vehicle two years ago and I was not once informed about this charge off on a past youth account of mine. I did have to file a complaint recently due to the fact that my ascend credit card was not showing up on my Transunion reports. I worked with the credit loan servicing department and my issue was resolved and my credit card is now being reported.. however now I feel as if they are discriminating against me for filing that complaint by denying my daughter a youth account.

  

  Business response

  12/01/2023

  Hi *********,

  Thank you for taking the time to leave us your feedback. Ascend always strives to provide members with exceptional service, and we are saddened to learn that our service did not meet your expectations. We understand that a member of our management team has reached out to address your concerns. If additional assistance is needed,please give us a call at ************. Thank you for your membership with Ascend. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  They basically misplaced my mobile check they will not deposit in my account I need to have my money give back to me

  

  Business response

  07/27/2023

  **************,

  I understand that you made your deposit this morning and it was posted to your account. Please contact me if you have any questions.  

   

   

  Customer response

  08/03/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This bank wont close my account. They say I have a bill pay account with them, but during a three-way phone call with their bill pay department, there were no bills connected to my name, address or social. I was told my account was closed and then was called back and told it was re-opened and that I needed to let the bill pay company take money out of my account. They are refusing to close my account. They are trying to hold my account hostage because they think my deceased husband owes them $400. But it was tied to an address neither of us ever lived at.

  

  Business response

  07/27/2023

  ***************,
  We have been able to close the account as of July 25, 2023 and mailed a check to you for the remaining funds the following day.  If you have any further questions, please contact me. 

   

  ***************************
  Vice President of Internal Audit
  Internal Audit Department
  *************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I file Chapter 7 bankruptcy in 2017 so it all clear and today I went and try to open a account today they told me I can't unless I pay them the credit that I owe them and the employee told me that they can still come after me for the debt and I told them if they do I will take them to Court and *** them. They want me to pay a Debt that I don't owe them anymore.

  

  Business response

  07/05/2023

  ****************, 

  We comply with all bankruptcy laws and regulations, including your bankruptcy.  I understand that you spoke to one of Ascend's bankruptcy paralegals who explained why our process for new account openings is not part of a prior bankruptcy.  Please give me a call and I will answer any questions you may have.  

   

  *****************

  ************

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was scammed and a fraudulent check was put in my account after I applied for a personal loan so they closed my account but after they closed my account they took 421$ from my girlfriends account and put it in mine to make it zero she never authorized the transfer were not married. I dont have assets with her and they put me on her account knowingly my account was negetive but I couldnt open another account until I was in the positive. So I should have never been able to be on account with her knowing I was negetive and they stole 421$ from her put it in my account and thats not my money. I. Ant get pics because Im locked out

  

  Business response

  06/20/2023

  Mr.  ******,

  I have reviewed your complaint and your account at **********************.  As a joint owner on an account, you are considered to own the funds in that account.  I would be happy to discuss how this works should you wish to call me.  Please call ************  and ask for me directly. Thank you. 

   

  *****************

  Customer response

  06/20/2023

   
  Complaint: 20164678
  
  I am rejecting this response because:
  I was just put on the account so if my girlfriend needed me to deposit her checks I could I wasnt issued a card I was a authorized user and I applied for a account in which they told me I couldnt get one because I owed money. Well if thats the case I shouldnt have been allowed to be a user on my girlfriends account we are not married they put the account as joint so they can take money from her thinking its mine. I dont use her account ever that was her loan money then the bank lied to her and told her I transferred the money when she was with me her account was locked and they transferred they money then re opened her account with only her name I can understand if I had deposited money in the account but the account was open for one day and only deposit was made and it was her loan in her name for 2500$ you cant take someones money Im not married too all she put me on was so if she was at work I could deposit her check but like I said If I had made deposits in that account I would agree but its wrong to take someones money to pay mine and I already had an agreement to pay on a certain date. If you cant get that money back I will go a different route 
  Sincerely,
  
  ***********************

  

  Business response

  06/21/2023

  ****************, Im happy to answer any remaining questions you may have about the rules and laws governing joint accounts.  Please contact me at ************. *****************, Chief Legal Officer

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I lost $10000.00 in a scam by giving access to my account at my bank. I'm 78 years old and do not know much about what I'm doing on my computer. This was the only way that I could get a refund back. My bank authorized the wire of $10000.00 and then told me that this was a 100% scam the next day. I went to the bank to ask for reimbursement and they said the only way for a reimbursement would be if the scammer returned the money.

  

  Business response

  05/16/2023

  ************,
  

  Thank you for reaching out and sharing your feedback.Someone from our team will contact you to provide detailed information and guidance regarding the fraudulent activity that occurred on your account.Please know that the security of our members accounts is of the utmost importance to us.
  
  We appreciate your membership with Ascend.
  
  Sincerely,
  Ascend Federal Credit Union

  Customer response

  05/18/2023

  I discovered files on my computer on 5/12/2023 showing that ****** made a deposit of $20000.00 to my account at my bank. I believe these files where meant to be removed from my computer if I had not unplugged it at the request of someone  from the fraud ***** at my bank. The scammers continued calling me probably 20 or more times in a two or three hour time after it was unplugged. The person that asked me to unplug my computer also told me not to answer the phone if the scammers called so I didn't answer.

  Customer response

  05/19/2023

   
  Complaint: 20051604
  
  I am rejecting this response because: I feel that I made a honest mistake by letting someone that I trusted to access my account. I have files that clearly shows the deposit that was made by paypal. This is clearly a fraud and me being 78 years old and having seen the files wouldn't think about this been wrong after looking and being satisfied.
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially applied for an Auto Loan. After filling out my application online I proceeded to call into Ascend to speak with a loan officer to inform them of some special conditions that I could not include on the initial application. Upon informing the representative of these items, he let me know they had some questions in regards to my employment/income. I in detail explained how I was paid and also made sure they understood my job time as I had recently changed employers. I received a call back later that day (was unable to accept the call and got a message). I was told I was approved pending me paying off a credit card I have and with proof of income. I pay off a large sum of said multi thousand dollar credit card and send in my proof of income. Upon sending in proof of income the bank decides to reverse their decision due to my time on job. When asking for an explanation I get told that the bank made an issue on their end and cannot accept my full income. Ive now used $7000 that I cant get back to pay off of a credit card which wouldve been used as down payment for another lender and Ascend is unwilling to provide the loan in which they stated Id been accepted for. Been a member since 2015 and have sent Ascend countless numbers of clients. Will be closing my accounts and discontinuing any type of business to business relations and personal referrals.

  

  Business response

  05/15/2023

  Dear ****************,
  
  Thank you for reaching out and sharing your feedback regarding your recent auto loan application with Ascend. We would like to offer further clarification regarding the approval of only a portion of your requested auto loan amount. We kindly request that you contact our team at ************ so we provide you with a more detailed explanation tailored to your specific situation.
  
  We value your membership and apologize for any inconvenience our decision may have caused. Your satisfaction is important to us, and we are committed to addressing your concerns promptly and effectively.
  
  Sincerely,
  Ascend Federal Credit Union
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been struggling financially due to mental health problems following a bad case of COVID-19 and got behind on my payment. They accepted my money to catch the payment up in full and told me I was good and that my car was not up for repossession but now I am told it's not only out for repossession but that they also will not be giving me my money back

  

  Business response

  12/02/2022

  While we sympathize with ****************, we provided opportunities for him to cure the default in the vehicle loan.  Due to the defaults, we must exercise our rights under the loan documents.  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On June 27, 2022, I noticed that my bank account showed a wire transfer in the amount of $900.00 and a wire transfer fee of $15.00. This occurred the first day that the business launched their new mobile app. The new online app became available on this date. I went down to the bank on June 27,2022 at 9 AM, and was told that my phone was mirrored or cloned and that I would need to have someone clean the phone before I would be allowed online access to my bank account. I went to ***** the same day in Franklin at Cool Springs and the tech worked on my phone and told me that the phone did not show evidence of being mirrored or cloned and instructed me on how to reset ***** Id password and how to restore my phone to factory settings, which I did. The ***** tech gave me a report on what they did for me and I took this report back to the bank. They are now telling me that I need a letter stating that my phone has been checked, cleaned, and shows no evidence of cloning software. They also refuse to give us the information on who actually used my account to wire transfer funds. The representative did not even attempt to contact the security department for me to determine what I need to do to get this letter. I have no idea who else I can take the phone to have this done if the bank is not even willing to accept the report from *****. The bank did reimbursement the monies but will not allow me to have online access to my account. I need assistance from Ascend to tell me who I need to contact or take this phone to so I can get my online access back. I have attached the document from the ***** Store descripting my visit. Your help is greatly appreciated. ****** ******

  

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/13) */ We contacted Mr. ****** and resolved his concern. We apologize for the inconvenience. Thank you. **** ********* Consumer Response /* (2000, 7, 2022/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) ***** from the Tullahoma office called and assisted me in gettnig my online access reestablished and confirmed that I had access to my account with a follow up call. Thank you ******* ******

*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. ↩