Customer ReviewsforAscend Federal Credit Union

What business is it of Ascend where you work , have worked, retired, self employed, disabled when you want to take money out of the credit union THAT is YOURS. I feel my rights have been violated and may take my accounts else where. They have done this to several people I know. I am very upset. Also going to talk to my attorney.

Hi *****, Thank you for taking the time to share your experience with us. Ascend always strives to provide members with exceptional service, and we are saddened to learn that our service did not meet your expectations. Our team has attempted to contact you to address your concerns. Please give us a call at 800-342-3086 so we can assist you with this matter. Thank you for your membership with Ascend.

this bank which I loved (past tense) i work out of town and I had a secure loan. ive told them this several times. I had a secure loan. so was almost 2 months behind. when i got back to Nashville I call get balance so i can come in to pay it they closed it. i put the money up so it was a loose loose for me if i didn't pay it. i was 59 day late on a loan over 3000 loan. my money not ascends money my money. i used to be able to pay through a checking account i had. they closed that to. why because of my credit card account THAT I WAS PAYING ON was also closed. I've told them over and over i work out of town you have to call to contact me. guess what was in my mail when i got home? ascend credit union mails lot of mail. this whole treat you like family spill is **. like step family that they hate. i work out of town with no way to pay them accept in person. this place has no problem taking your money and blaming you for it. if they was taking 25 a pop for over draft charges ( which I've never seen a bank give you over draft charges back if it was your fault) they just close accounts that you are paying for. Maura is the ONLY who contacted me. this place is a joke i had a account there for years.. treat you like family????? what family? Hatfield and McCoy's?

Hi ********, 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 800-342-3086 so we can assist you with this matter. Thank you for your membership with Ascend.

Day 11 that I'm not getting texts when my spouse uses his cc. I've emailed almost every day about this and keep being told this is being looked into. Ever since AFCU went to a new cc company and changed how they do checking, they turned into a bank. No longer a true credit union nor no longer helping those that "bank" with them. My husband's cc has been hacked before and I instantly knew when I received a text; no longer.

*** ****, Thank you for sharing your review with us. Your feedback is invaluable in our ongoing efforts to enhance our services. We've been made aware of the issue you encountered with our notification system and are actively working to resolve it promptly. To address your concerns comprehensively, a member of our management team will be reaching out to you directly. We appreciate your patience and thank you for being a valued member of Ascend.

Last year I put all my transactions into one bank because I was told put it in a credit union. So I did that. Ever since November 2023 their systems takes out over draft fees when my account is positive . It’s happen several times . Just happen yesterday. And what ****** me they talk to me like it’s my fault it happens. I told them if I didn’t catch it and they keep the money that’s STEALING. I woke this morning and they done it again ! Im starting to think this is a problem that they see to not wanna fix . That seems dishonest don’t you think?

*** *******, Thank you for your membership with Ascend. Our Internal Audit Department conducted a thorough review of your complaint and our records and found as follows: It appears you may be referencing your current balance when determining how much money is in your account. We recommend you use your available balance as it accounts for debit card holds and authorizations. Both balances are available for your review on online banking, ATM, by phone, or at a branch. A copy of our Member Service Guide explaining available and current balances and how transactions are posted to your account was provided to you at account opening and is available on our website. However, the best way to know how much money you have and avoid paying overdraft fees is to record and track all your transactions closely. If you have any questions, please do not hesitate to contact us at 800-342-3086.

We bought a car and had insurance but didn't get the information they wanted fast enough . Now they are charging us $6000 over the amount borrowed for insurance and won't drop the payments. Don't do business with these scammers. They are looking for a way to bleed you dry

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 800-342-3086 so we can assist you with this matter. Thank you for your membership with Ascend.

I have had an account with Ascend since 1996. It was my first account and I have kept a checking/savings account for emergency there since to keep it out of sight of mind. Yesterday I called because I was not able to log in (although I had done so recently). I was told my login was dormant and could not be reactivated until I made a deposit. Keep in mind I also don’t get a statement because I was made to get online statements to avoid a fee. So I have no access to look at my account. I understand for security reasons possibly enabling online banking if no one has logged in but I had logged on recently. And to not reinstate my online banking once I was verified until a deposit is made is ridiculous. I use these accounts for an emergency basis. Not being able to access my account because they are “making me” me a deposit should be illegal. This is not the same place it use to be. You can’t even go to a branch and easily speak to a teller, you speak to a virtual person in Tullahoma or another location. What happened to customer service? Not allowing someone to see account activity is unacceptable. I’ve basically feel as my money is being held hostage with no statement and no online access UNTIL I MAKE A DEPOSIT…. Doesn’t this sound illegal and unethical??

Thank you for taking the time to share your experience with us. Ascend always strives to provide members with exceptional service, and we are saddened to learn that our service did not meet your expectations. Please contact us at 800-342-3086 so we can work with you to address your concerns. Thank you for your membership with Ascend.

Do NOT get involved with Ascend! This bank will never leave you alone. Tried to close an account and after 25 threatening letters called, waited 20 minutes, and was told there was a deficit of $9.99. I had to pay $10 to pay it off with a credit card (which by the way, CAN'T be a ****?!?!), which I did happily to (hopefully) be rid of them. Absolutely horrible. Run Away from this "bank"!!!!

Hi ****, Thank you for sharing your review with us. Your feedback is invaluable in our ongoing efforts to enhance our services. Ascend always strives to provide members with exceptional service, and we are saddened to learn that our service did not meet your expectations. Should you need any assistance in the future, please contact our team at 800-342-3086.

I first joined this credit union in 1965 and i have substantial savings with them. Always had good service when contacting them by phone or going to Brentwood office. But yesterday was the worst banking experience possible at the Shelbyville branch. I went with my wife to deposit a check for my mother-in-law who is 99 yrs old and has very limited mobility. My mother-in-law has had an account there and a CD with them before yesterday. My wife has power of attorney for her and we were treated as common criminals. We were asked to go get her and they would come out to the car. We did and then they wanted something else. After 4 trips there in one day to try to make a deposit in an existing account, my 77 year old wife and 99 year old mother-in-law were in tears! Only when Maranda H******** got involved were we able to make the deposit (no withdrawal, deposit to existing account!). I should add that in recent months i have done similar things at two other local Shelbyville banks and the process was smooth and easy and we were not treated like criminals trying to rob the place. I can only imagine what a nightmare they will be to work with when she passes or we need to get access to the funds. And i can only imagine how difficult this process would have been for someone that had not been a member there for 50+ years! Why such a difficult process for an existing member? Could you not tell us all that you need up front? And in the process of making a copy of the POA document, they lost the last page of the document and we had to go to the local attorney to prepare another one! Unbelievable! After about 5 hours Maranda saved the day. If she is not available the next time i go there, i will go to another branch. Very, very poor customer service at the Shelbyville branch.

Thank you for taking the time to share your experience with us. Ascend always strives to provide members with exceptional service, and we are saddened to learn that our service did not meet your expectations. We are happy to hear a member of our team was able to work with you to address your concerns. If you need any assistance in the future, please reach out to our member service team at 800-342-3086. Thank you for your membership with Ascend.

We sold our truck to a dealership in town and three of us were on a phone call to Ascend to get the payoff. We were given the payoff amount with a 20-day payoff. Perfect, no problem. Three days later, when the accountant tried to pay the loan off, she was told that IF she wanted the title, she would have to pay an additional $238.80. Since they had a buyer for the truck, she paid the amount. The dealership called us and we had to pay the dealership the $238.80. We called Ascend and talked to five different people. We got "I don't know" "I guess someone made a mistake" and so on. The next to last person said that "Oh, that was the payoff on September 30th!" So between September 30th and October 13th, the interest was $238.80?? Then the last person said "Oh, we put $64.70 back in your account because the dealership overpaid." So between 9 am and 11 am on the same day, the payoff amount was different. We are so done with Ascend and withdrew our $64.70 and closed the account. We are out $174.10 (the difference) and still no clear answer on the ever changing payoff. Never again will we get a loan through them. The lady who closed out the account was very nice.

Thank you for taking the time to share your experience with us. Ascend always strives to provide members with exceptional service, and we are saddened to learn that our service did not meet your expectations. Please contact us at 800-342-3086 so we can work with you to address your concerns.

I have always been told the importance of building a relationship with whatever financial institution you deal with and most would say that credit unions are the best option. Me and my wife have been banking with Ascend over 10 years. During these years I have been fortunate enough to purchase a home, pay off at least two vehicles. Unfortunately none of this was made possible by Ascend which I think I should be embarrassed to say? I am not perfect and have had financial problems and I strive to get better all the time. To this date I’m reaching out to my home credit union to help me move forward and grow . I understand I have work to do with my credit score, and finances all together. I understand that there is a process and a reason for that. Every time I apply for a loan I feel targeted in a way, I could understand my earlier years and respected the notion of showing credit worthiness. It’s over 10 years consistently direct deposits (2) , they have records of all my car payments, mortgage payments, other credit accounts. I am confused or am I missing something about credit unions being there in times of need? Does membership time and consistency count for anything? My experience with this credit union thus far has only helped me with the basics. I’m starting to reconsider options because this is my relationship with Ascend and I’m not convinced anything will change. Again I’m not perfect and make mistakes but for reasons mentioned I am fairly convinced that I need to try another financial institution

Thank you for taking the time to share your experience with us. Ascend always strives to provide members with exceptional service, and we are saddened to learn that our service did not meet your expectations. Please contact us at 800-342-3086 so we can work with you to address your concerns. Thank you for your membership with Ascend.