Complaints

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:04/11/2025

  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 have a higher education retirement account with **********************, but use a Pentegra retirement account like. I am hoping that this is the correct Aspire Financial Services. I have had Aspire for 10 years. I that time I have never received an email, call or paper documents from them. Last Saturday I received information from a prior retirement company that made me wonder what is going on. My retirement with the State of Texas will be moving to one of 4 approved vendors. If you did not chose anyone before March 31, 2025 your account will be rolled into ****. I have called Aspire daily since Monday. I have had three tickets put in to escalate my issue. I do not know how much money I have since Wednesday my account is stuck on January 2025. I do not know if it is pre or post tax. I have no communication from them, No one knew, when I called, why my account was frozen or how long it has been frozen. I did discover today that Aspire is still taking fees out out my account when it is frozen. That is illegal. Since I have no idea how much I really have, I have to assume Aspire is siphoning money from my account. On Monday I spoke with a customer service *** 4 times, she was really kind and she emailed me if I would put something on ****** about the service with her. I did. She was able to email me because my email is in the system. Why was I not notified of change, where is my money, why has Aspire pulled monthly fees out this month when the account is frozen.? I had 3 tickets in but today ****** on the customer service line deleted one. Either way I need a supervisor to contact me. With the lack of a response I am assuming aspire is taking more than my fees. Again, I have no idea my actual balance.

• Initial Complaint

  Date:01/06/2023

  Type:Product 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 retired from school. I have been trying to transfer my funds since July 2022 from my 403(b). All of the money finally transferred in September, except for about $85. I can't get anyone except an answering service. My financial advisor can't get anyone. They had the wrong contacts originally from another state. I had to prove I was the teacher in ********, not ********. My listed advisor has not worked for them for about 10 years, he is listed on the screenshot as of today: *********************. Now they want to charge me $1 for assistance online. I just want my money as of the first of November. My account has lost money. It's not right.

  Business Response

  Date: 01/17/2023

  Aspire Financial Services, LLC (Aspire) was notified by the Better Business Bureau of a ********* filed by **********************  Ms. ****** ********* indicated that she tried to transfer money from her Aspire account in her former employers 403(b)plan since July 2022 and that all of the money transferred in September 2022 except for approximately $85.  Ms.****** ********* indicates that she was unable to speak to anyone at Aspire other than Aspires answering service and also indicated that her ******************** advisor had been unable to reach anyone at Aspire.  Ms. ****** ********* references having to provide that she was a teacher in ********, not ******************.****** ********* references a charge of $1 for online assistance.  And finally, Ms. ****** ********* indicates that she wants to receive her money as of the first of November.
  
  In response to this *********, Aspire reviewed Ms. ****** account and determined the following:
  
  With regard to Ms. ****** statements about a distribution having been processed from her account in September 2022, Aspires records show that a distribution was processed from Ms. ****** account in August 2022.  All amounts in Ms. ****** account were distributed at that time. 
  
  With regard to Ms. ****** statements about being unable to reach Aspire, to the extent ************** contacted Aspire after business hours or at a time of high call volume, ************** may have reached a representative unable to immediately assist ************** with her inquiries.  To the extent ************** did not promptly receive a call back from an Aspire representative able to assist, we apologize for this inconvenience and are working to improve the timeliness of the call back process.
  
  With regard to Ms. ****** statements that her ******************** advisor had been unable to reach Aspire, Apsires records indicate that, on November 7, 2022, Ms. ****** ******************** advisor contacted Aspire via email, seeking to have amounts in Ms. ****** account distributed.  Aspire reviewed this request and determined that, after Ms. ****** account had been fully distributed in August 2022,additional contributions had come into the account from Ms. ****** former employer.  Aspire responded to Ms.****** ******************** advisor via email on November 14, 2022 explaining that,because the contributions had come into Ms. ****** account after the previously requested distribution had been processed, a new distribution request form would be required.
  
  With regard to Ms. ****** statements related to Aspires requiring verification that she was a teacher in ********, not ********, as recordkeeper for retirement plans and accounts, Aspire relies on information provided to Aspire by retirement plan sponsors, third party administrators,plan participants, and their ******************** advisors.  To the extent that there are inconsistencies in the information on file from such parties, Aspire may require verification to ensure that retirement plan and account assets are distributed only for the benefit of the appropriate individual.
  
  With regard to Ms. ****** statement related to charging $1 for online assistance, Aspire does not charge any such fee and is not aware of what ************** may be referencing related to such fee.
  
  With regard to the contributions that came into Ms. ****** account after her distribution request was processed in August 2022, upon receipt of a distribution request form (available  on Aspires website at ************************************************************************)in good order, Aspire will process a distribution for any existing balances in Ms.****** account.