Reviews
This profile includes reviews for Ascend Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 24 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromPatrick S
Date: 12/26/2024
1 starPatrick S
Date: 12/26/2024
I’ve been a client at ascend for 30 + years and for the most part they have been amazing. Recently the branch in nashville off Charlotte caused me a problem that I can’t rebound from due to their employees negligence. Brought a friend in to open a new account for the purposes of helping him get a refi on a property he was going to lose. I instructed the loan officer I was going to give the “friend” a loan on paper so it show he has cash reserves to get the refi. Clearly instructed to loan officer this is on paper no fund to be withdrawn & put a secured loan on it and said to freeze it. This “paper loan” is for 60 days and we constructed everything at ascend with the loan office we wrote a contract and signed notarized it . The loan officer suggested I cut my friend a check to deposit it instead of wire the funds. Now it look like I just said hey welcome to ascend friend here’s 50k!! Not only that but she didn’t freeze funds or put any protection for me. The friend withdrew the 50k went and blew it I found out months later when he lost his property and thought the money was untouched but it was gone. Ascend refuses to accept any responsibility or be held accountable for a error a loan officer made. I’ve been with them 30 yrs have several account with 100k in savings and very good credit for decades and that’s how they treat their loyal customers it seems. I’ve since had to file lawsuit against the friend and still dealing with ascend but in reality if the loan officer structured this loan right this wouldn’t have happened ,they really let me down and if not made right I will go further and report to CFPB and also switch to a new bank as ascend has been my only one for 30 years. They may have better business practices and policy at different branches but the one off Charlotte cost me -50k and I’m having to sue but it’s goes back to ascend employee negligence.
Ascend Federal Credit Union
Date: 12/30/2024
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. We have received your complaint and are currently conducting an internal review. To address your concerns comprehensively, a member of our Legal Team will be reaching out to you directly. We appreciate your patience and thank you for your loyalty as a valued member of Ascend for over 30 years.Review fromGregory H
Date: 10/29/2024
1 starGregory H
Date: 10/29/2024
I think your checking account rule need to be reviewed because why should you open up one when you have to wait a yearAscend Federal Credit Union
Date: 11/13/2024
*** ******,
Thank you for taking the time to share your feedback. Eligibility for certain types of checking accounts is based on various factors. A review of your account determined you are eligible for a checking and obtained the appropriate account during a recent visit. For the specific type of account you have, a year’s worth of history is required before you may request to move to a different checking account type. Should you need any assistance in the future, please don't hesitate to contact us directly at 800-342-3086. Thank you for your membership with Ascend.
Review fromJoshua R
Date: 10/20/2024
1 starJoshua R
Date: 10/20/2024
I kept this as a back up account since my main bank is online only. I kept the minimum account balance to have no monthly fees. One day I tried to log in online and couldn't. Called and asked what the problem was, they said I had been idle too long so my online access was suspended. OK, that kind of makes sense. They said to reactivate it, I'd have to go to a physical branch and make a deposit or withdrawal. OK, makes sense, no problem. I went to a physical branch to do this, and found out they'd zeroed out my account, despite again meeting all qualifications for no monthly fees. And my debit card's expiration date wasn't until sometime in 2025. But they secretly emptied my account with $5 per month inactive account fees. Never notified me once. And conveniently, blocked my online access BEFORE they started removing money from the account. Complete scam trash.Ascend Federal Credit Union
Date: 11/13/2024
*** ******, Thank you for taking the time to share your feedback. After a thorough review of your account, our records indicate that fees regarding dormant accounts and incorrect addresses were properly disclosed. If you have any questions or need assistance, please contact our member service team at 800-342-3086.Review fromAdam W
Date: 07/24/2024
1 starAdam W
Date: 07/24/2024
I'm looking for written acknowledgement of an incident done without malice or ill intent by a customer service agent who accidentally or mistakenly put a stop pay on a Possible App withdrawal when I requested one for another account. This caused for an immediate negative mark on my credit report and caused me problems with the app itself. I would like a written acknowledgement which I have requested before, but was denied.Ascend Federal Credit Union
Date: 11/07/2024
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 give us a call at 800-342-3086 so we can assist you with this matter. Thank you for your membership with Ascend.Review fromVicky W.
Date: 06/05/2024
3 starsVicky W.
Date: 06/05/2024
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.Ascend Federal Credit Union
Date: 06/10/2024
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.Review fromJonathan J.
Date: 05/21/2024
1 starJonathan J.
Date: 05/21/2024
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?Ascend Federal Credit Union
Date: 06/03/2024
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.Jonathan J.
Date: 08/07/2024
these people are crooks. here is my next problem. last year my SECURE credit card was put on hold because of a double payment from a company. so my secure account which was attached my saving account which i have money deposited to EVERY WEEK. which my credit card was taking from they stopped taking from it to send to another account that they closed with out my knowledge. this company will take your money quicker than they take theirs. example. if you have a unsecure loan with ascend and you get behind they will keep it open. because they want thier money. now if you have a secure account and get behind they will close your account of 3500 all because of 20 dollars of your money because why ?they get to keep your money. but with their account or loan they will keep it open way pay 20 dollars. these people are thieves. they have ******* my credit bad.... PS ascend to do not reply with call our office. I'm getting other people involved. you people are liars and crooksReview fromLaura Leigh C
Date: 03/03/2024
1 starLaura Leigh C
Date: 03/03/2024
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.Ascend Federal Credit Union
Date: 03/06/2024
*** ****, 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.Review fromJonathan J
Date: 01/30/2024
2 starsJonathan J
Date: 01/30/2024
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?Ascend Federal Credit Union
Date: 01/30/2024
*** *******, 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.Review fromVicky G
Date: 01/29/2024
1 starVicky G
Date: 01/29/2024
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 dryAscend Federal Credit Union
Date: 03/06/2024
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.Review fromKe F
Date: 12/30/2023
1 starKe F
Date: 12/30/2023
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??Ascend Federal Credit Union
Date: 03/06/2024
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.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.