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 23 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromMark T
Date: 12/28/2023
1 starMark T
Date: 12/28/2023
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"!!!!
Ascend Federal Credit Union
Date: 03/06/2024
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.Review fromGary H
Date: 12/14/2023
1 starGary H
Date: 12/14/2023
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.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. 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.Review fromLenna A
Date: 10/24/2023
1 starLenna A
Date: 10/24/2023
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.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.Review fromRozeland F
Date: 10/23/2023
1 starRozeland F
Date: 10/23/2023
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 institutionAscend 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.Review fromDelicia W
Date: 09/21/2023
5 starsDelicia W
Date: 09/21/2023
I am happy to share a great review! I initially shared a not so great review but I am elated to share the results. The perks of joining a credit union is that management is never to busy to dive in & help. I was contacted by Mr. Jason B******** and he helpful, kind. He was stellar and I am happy & proud I chose Ascend!
Thank you all!Ascend Federal Credit Union
Date: 10/04/2023
******* - Thank you for taking the time to leave us a positive review. We're happy to hear Jason was able to address your concerns, and we will be sure to share your kind words with him. We appreciate your membership and look forward to continuing to serve you!Review fromAvis T
Date: 06/23/2023
1 starAvis T
Date: 06/23/2023
I was a customer with acsend
For six months and my daughter had them for 6 year
We both have had bad experience with acsend credit union since I started I got a secured credit card with 500 dollars of own my own money now I have closed my account they said I can't get my 500 dollars back giving me the run around they scam me for six months I just think they should return my money since the money was mines to start with in the first place every other credit union return people money why is it so hard for them t follow protocol I have called and no results please help......Ascend Federal Credit Union
Date: 01/12/2024
Hi **** - We are sorry to hear that your experience with Ascend has been anything but excellent. Please give us a call at 800-342-3086 so we can work with you to address your concerns. We appreciate your membership with Ascend.Review fromTobie M
Date: 06/15/2023
1 starTobie M
Date: 06/15/2023
I have banked with ascend since 2008. Over the past 3 years I have had the worst service from them. I have had funds stolen from hackers and such and they act like I'm the thief when I ask when I will get my money back. It's crazy. If someone from Florida and Michigan or Australia are taking money outta my account and I'm in Tennessee, wouldn't that be a clear indication that I wasn't the one doing it. Especially if it's all in a few hours of the time. I was excited to be buying a new house, and when I called them to see what all I needed to do inorder to get my home loan through them, the lady on the phone told me loyalty means nothing to them, that my having perfect payment history means nothing. She told me to go somewhere else for a loan, that they wouldn't even consider it. She didn't even look at my credit score or anything. I'm not sure how they can say they are family oriented and that loyalty matters like they said in their adds while on hold when I have been told that it's all a lie. I can't wait to be done with them. I feel like I am treated horribly at this institution. I warn everyone about using them. Why use a place that treats you like a low life thief when all you want is your own money back. Ascend used to be wonderful. I'm not sure what happened, but I wouldn't advise my worst enemy to use this place.Ascend Federal Credit Union
Date: 06/21/2023
Dear *** ******,
I
have investigated your complaint and determined that the one charge you are
disputing as fraud is currently with the merchant for response. We comply
with Regulation E in handling such disputes. If you have any questions,
please contact me at 800-342-3086.Review fromScheryl A
Date: 06/06/2023
1 starScheryl A
Date: 06/06/2023
Same as a previous poster. They have a very unethical way of posting debits and credits. I also have an account with a bank who is far more easier to deal with! Due to the economy and loss of a job, every penny matters. So when you have a debit card transaction that was ran on ex: 10 June and funds ALREADY held (that were available) from your account, but another bill come through a day later (which you knew you would be short on that one) they charge you TWO NSF charges even though they already deducted the funds from the first transaction and they were available. Not sure if that makes sense. Either way, they are shady as anything I have ever seen. I would have transfered everything to my other bank by now but didn't want the hassle of changing all my auto debits. Now I will for sure! STAY AWAY FROM THIS CREDIT UNIONAscend Federal Credit Union
Date: 06/07/2023
*** ********,
We have reviewed your complaint and determined that the transactions followed the Membership Agreement, where the process is discussed in detail and disclosed at the time of opening the account. Unfortunately, Ascend cannot control or know when merchants will process your charges. If you would like to discuss further, please contact me at ************.
Jill C***Review fromKenneth T
Date: 06/01/2023
1 starKenneth T
Date: 06/01/2023
Honestly after 7 years of using them . Think i need to switch banks. Credit card services are alot to be desired. Have been issued several credit cards al seem to have been compromised. Paid the card off. Issued a totally new card. Never keep it in my wallet. Or on Any service website. Somehow It still gets charges. I keep disputing those charges. Some how i have to pay it. Wait for the Card service they use to get reversed . If i dont. pay it I get late fees that I have to pay. Or even worse ruin my credit. They used to be a good bank. Now it very hard to get anyone on the phone. If you visit the store they are short handed or have no real solutions. As for the dispute . They source it out to a third world country. I really think That is were my card information keeps getting Stolen. Recommend finding other bank. They are no longer a good reliable bank.Ascend Federal Credit Union
Date: 06/07/2023
*** ********, Will you please call me at ************ to discuss? I am looking into your complaint but need further information. Thank you.
Jill C***Review fromLaura Leigh C
Date: 03/31/2023
1 starLaura Leigh C
Date: 03/31/2023
Not happy. All these years I was but AFCU decided to change and start operating like a bank. The perks of a Credit Union are no longer there. Very upsetting and disappointingAscend Federal Credit Union
Date: 04/03/2023
*** ****, Please contact us so that we may address any concern you have.Ascend Federal Credit Union
Date: 04/03/2023
*** ****, Thank you for taking the time to leave us your feedback so we can continue to improve our member experience. We know our management team spoke with you this morning to address your concern. If additional assistance is needed, please give us a call at 800-342-3046. 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, 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.