We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Retirement Planning Services

Ascensus

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retirement Planning Services.

Reviews

This profile includes reviews for Ascensus's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Ascensus has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Review Ratings

    1.08

    Average of 78 Customer Reviews

    Want to share your experience?

    Leave a Review

    Review Details

    • Ro R

      Date: 04/08/2024

      This is more than poor service, they are not a compliant record keeper and Future Plans is not a compliant TPA. Their incompetence caused a compliance issue requiring a VCP. There is a shell game between Ascensus and Future Plans. They pretend to be separate but owned by the same parent company. Ascensus is non responsive, pretend they don't receive emails that are vital for deadlines to remain compliant as a company. This is more than incompetence, this is a pattern of fraud and non compliance. Should not be allowed by the *** to act as a record keeper or TPA for qualified benefits plans.

    • Anita L

      Date: 03/27/2024

      I made a request to cash out my 401K on 3/7/24, as I am no longer working for the company that use Ascensus. I was told by several representatives that my check was mailed out on 3/8/24, and I should receive it no later than 3/21/24. I contacted Ascensus again several times regarding this issue and made the representatives aware that an apartment number needed to be added. The company expects me to pay $35.00, to add the apartment number, which was not my error. I was told that a Stop payment was made and a new check was issued. Here I am on 3/26/24, and I still have not received my check. My need for the funds are immediate and yet I hear the same script when I call. How long does it take to mail the check and I should have had it by now. Please release the money ASAP.

    • John R

      Date: 03/22/2024

      scammers. when you leave a job and want your money in a lump sum they make you jump thru many hoops. for example they make you fill out a spousal consent form even if you have NO SPOUSE and not only do you have to mail it in, it has to be NOTARIZED even, again, if youre SINGLE!!!they want you to give up on it

    • David S

      Date: 02/22/2024

      Yet another satisfied PAi customer converted to a frustrated, unhappy and enraged Ascensus customer(Zero Stars). This ********************** (which we literally had no say in choosing) is terrible and offers literally ZERO customer support. It is impossible to get a customer service representative on the phone. They're on hold message claims "a customer service representative will be with you shortly" adding insult to injury. After being on hold over 45 minutes I was shuttled to voicemail. They claim that it is because of heavy call in, but this has been the result every time i have called since the migration in Sept. Hey, don't worry the sales line picks up within 2 minutes. lmao. Unprofessional and irresponsible. STAY AWAY!

    • Dina C

      Date: 02/12/2024

      Dina C

      Date: 02/12/2024

      Another PAI customer here - I cant get a person on the phone to save my life - No tax documents available - Today February 12 - A bit overdue. I don't want to be delinquent because of you..Zero customer service on the weekend - or weekdays at this rate. Its ridiculous.ZERO stars if at all possible.

      Ascensus

      Date: 02/21/2024

      I have forwarded your concerns to our service teams. Thank you for your patience as we work through higher-than-normal call volumes. We appreciate your business and look forward to providing you with the quick and efficient service you are looking for.

    • BRIAN H

      Date: 02/07/2024

      no customer service cant speak to a person no answer on phone

    • Brad F

      Date: 02/06/2024

      If you have any option other than this company - DO IT!!!They took over for PAI who were fantastic I sent them a distribution request Jan. 02/24 - to date (Feb. 06) still no check!!First check was supposedly mailed Jan. 09 which they say, "must have got lost in the mail"For the replacement check I gave them my ***** account to overnight it - today they tell me they "missed this part" and put it in the regular mail Stay clear if you can If ever there is a class action suit against them I would like to join

    • Alexander M

      Date: 01/26/2024

      Alexander M

      Date: 01/26/2024

      Just called to try to set up my account. I can't set it up without a plan password that they don't provide you with. I talked with their customer service representative after waiting on hold for 20 minutes and then she put me on hold for another 10 minutes and sent to another person's voicemail. I called back and was again put on hold, the same women answered she couldn't find my plan even after I spelled it out EXACTLY the way it is printed on the forms they sent me. She put me on hold again and then told me she needs my full social security number there's no other way to set up my account. I normally wouldn't have a problem with that but seeing all these reviews and having an initial bad experience I don't want to give these people my personal information. Also, she didn't know what to ask for, like she had never even dealt with someone trying to set up an account? Apparently, there is no way to set up your account. Horrible customer service, horrible experience JUST TRYING TO SET UP MY ACCOUNT. They my money and I will be fighting to transfer it away from their company.

      Ascensus

      Date: 02/06/2024

      We attempted to locate your account using the details provided here so we could reach out to you but were unsuccessful. We welcome the opportunity to discuss your concerns. Please feel free to reach out to our office at your earliest convenience so we may review your concerns in greater detail. Alternatively, please provide additional contact information so we can contact you directly.

    • Steven S

      Date: 01/22/2024

      Steven S

      Date: 01/22/2024

      Horrible, horrible, horrible. I am a business owner and a participant in my plan. Can't get a live person on the phone. Can't access the website. Password reset features don't work. I used to have my 401K plan at Pai in *****************. They were wonderful. Ascensus is the exact opposite. If there was something lower than 1 star, i would give it. Seems like the only people who answer are sales people trying to sell a new plan to an employer who does not have a retirement plan. Look elsewhere if you're thinking about it. You will be very disappointed.

      Ascensus

      Date: 01/23/2024

      Im sorry your initial experience with Ascensus didnt meet your expectations, I had forwarded your concerns to our service teams. Thank you for your patience as we work through higher-than-normal call volumes. We appreciate your business and look forward to providing you with the quick and efficient service you are looking for.

    • Jill C

      Date: 01/05/2024

      I was amazed to learn Ascensus will not do a direct plan-to-plan rollover of 401(k) assets to an established IRA. I don't like the idea of having a check mailed to me - checks go astray; mail gets lost; checks get stolen. Now I'm on hold with them once again, and it's 1-1/2 hours and counting. I left a call-back number but no one returned my call. Disappointing to join the other 1-star reviews (because it isn't possible to leave 0 stars). I've dealt with a number of financial services providers over the years, and this is the first time I've felt compelled to leave a review detailing the impossibility of reaching a customer service rep and of accomplishing a simple goal.

    Ascensus is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    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.