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 Inc

  5832 Bolsa Ave Ste 100 Huntingtn Bch, CA 92649-1181

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:12/08/2023

  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 have been trying to close my 401K account for a couple years now to roll in to another account. I have been calling for a couple years to try to do this and every time I try they say nothing can be done with the account and that it is frozen for now and they are not able to send me a check. This seems very unethical - as they are using the money to still trade etc. It's my money - I want to close the account and can not believe this has been going on for this long. Part of the problem - I think, is that the company I got this account through went bankrupt and is no longer functioning (back in 2009!!!). When I called yesterday, the operator said it seems like it is a "ghost" account - what!?

• Initial Complaint

  Date:11/16/2023

  Type:Order 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 am writing to express my deep concern and frustration regarding the prolonged delay in the termination of my defined benefit plan administered by Ascensus. Despite multiple requests over the past eight months to initiate the termination process, we have encountered unexplained and unacceptable delays. Excuses such as computer malfunctions have been provided, but the lack of progress or communication leaves me greatly concerned about the status of my request. This extended delay is causing significant stress and concern, as I am eager to finalize the termination and avoid any potential legal or tax implications due to this delay. I urge your immediate attention to this matter and request a prompt update on the steps required to proceed with the termination of my defined benefit plan. Your swift action on this issue is crucial, and I appreciate your understanding of the urgency of the situation. Thank you for your prompt attention to this matter.

• Initial Complaint

  Date:10/06/2023

  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.

  The agency I work for switched from ******* Retirement to Ascensus Incorporated recently. I was enrolled in automatic deduction without my consent and $116.35 was deducted from my paycheck without my consent. On 10/6/23, I called customer service at ************ and spoke with "****" and requested a refund of this deduction and to stop any further automatic deductions from my paycheck. **** informed me that I would have to pay a $25.00 distribution fee to get a refund of the money that I never consented to be withdrawn from my paycheck. I feel this is very unfair and deceptive and would like a refund of the $25.00 distribution fee that I was forced to pay.

• Initial Complaint

  Date:08/29/2023

  Type:Order 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.

  Ascensus(*************) canceled my COBRA insurance on 7/31/2023. This was done without my permission and my account was fully paid. They have said it was requested by consumer but have no documentation. I have received no communication as to what happened and how this is being rectified although i am fully and current paid on the account Each phone call is the typical run around / Incompetence. I have reported to the *** as a violation of my COBRA rights and am currently interviewing layers if no resolution in the next 30 days

• Initial Complaint

  Date:08/14/2023

  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.

  The nature of the business is Ascensus is using the IRS  rules to limit withdrawals of funds from their own 401k. It is not a dispute rather once requested I am being told that what I am experiencing is not a hardship thus I cannot withdraw funds. However further review and simple addition of common sense, you can see that not one person can take on a new dependent and pay for the expenses of their deceased parent. All of this was administered to this company within the last three months. I am being told on the phone "that if I can afford to pay for the funeral then its not a hardship" . This is not in the rules ? in fact the rules state that it will be NONDISCRIMINATORY- and that a HARDSHIP is an immediate and heavy financial nee of the employee. So BLUF I am requesting money I earned and ASCENSUS is using their own version of the IRS  site to block withdrawals.

• Initial Complaint

  Date:08/12/2023

  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 stole a little 401k account I had from my previous employer, I have no recourse going through the employer and this company will not allow me to withdraw the money associated with my retirement funds??

• Initial Complaint

  Date:07/25/2023

  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.

  Have been trying to get a cash out on a 401k since June 19. I have been told a check went out 6.21 it was lost then after over two weeks another one went expedited on 7.12 and it never made it. Was told it delivered 7.13 and then told a week later to give it another day it was delayed in transit for a week. Not sure why I was told it delivered then oh no it is delayed. They will not give you any tracking information, a check number or anything just it is on the way. Now a month later no resolution. Everyone I speak to gives me a different answer. Waited on a manger to call for over a week. Spoke to a **** * on 7.21 and she was supposed to call me back on 7.24 with new check information. At 5pm still no call or email and when I called in the rep had no new information for me said no check was sent out. This has been going on for a month and by reading reviews on line other individuals go through the same run around. All I want is the money owed to me. I am spending over a hour on the phone every time I call in because you have to explain everything over and over to get no resolution.

• Initial Complaint

  Date:06/27/2023

  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 requested my Retirement plan money to be dispersed to me Back on June 4, 2023 and this company does not communicate, they send wrong and false forms and they are lying about processing my request, I still have not received my retirement money and it has now been almost a month and now they are requesting frivolous forms. I need them to send me my retirement money and to stop holding it hostage. I have sent all necessary information.

• Initial Complaint

  Date:05/08/2023

  Type:Delivery 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.

  Lost a check or may have never received from them worth $53. Called to have it reissued. They wanted to charge me $35 to do so. All I want is the money they owe me. When I called they showed no caring and when o Asked to speak to a Supervisor, representative refused

• Initial Complaint

  Date:03/09/2023

  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 have separated from my employer who is under investigation for insurance fraud and prescription medication fraud, my 401k paperwork has been completed and turned in since February 9th, 2023 and ****** plan is the ***  for the plan, ************************* at ************ is the ***  for the 401k Plan, ******* Financial says they have reached out to ****** plan and they are not able to get a response from them and I have left a message with ****** plan three times now without a reply. When I speak to someone on the phone I am giving someone else's contact information and told to leave a message and someone will call me back. I am trying to get my 401k withdrawal paperwork signed by the ***  before the company is shut down by the illegal activity.