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
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Review fromGideon H
Date: 10/28/2022
2 starsGideon H
Date: 10/28/2022
Not a great experience with the bank and wouldn't recommend anyone bank there.
Setting up the account took several hours and had to go through multiple people.
I lived near the Bellevue branch and would go in every once in a while to deposit checks and pull money out. I don't have any complaints there.
The biggest reason I would never recommend anyone bank here is their remote customer service. I recently moved to Alabama and switched banks. The process for closing out my account at Ascend was like pulling teeth. I dreaded every time I had to call them through their automated phone system, and either was told I would get a call back (never got a call back) or if I got to a customer service representative, they were never able to help me and told me I had to call someone else, another department, or they would call me back (again, never got called back).
Finally, I got fed up and emailed their customer service line, which I did get a response a few days after... telling me to call their phone line. I had to keep my cool and not blow up at the person, but asked to be put in touch with someone higher up to see about getting my account closed and check sent.
I was eventually put in touch with Jessica G****** who was fantastic and got my account closed out over email, and I got a check in the mail a couple of days later with the full amount. If it wasn't for Jessica G******, I would leave a 1-star review, but she was proficient and pleasant to work with.
Still do not recommend anyone to bank here as it's an absolute pain to get in touch with a real person if you don't walk into the bank.
Ascend Federal Credit Union
Date: 11/04/2022
Dear *** ******,
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.
After an internal investigation, we have identified where the gap in communication occurred, and we plan to use this as an opportunity to better train our team to manage these requests more timely.
We appreciate you bringing this matter to our attention and offer our sincerest apology for the delay in honoring your request.Review fromVonda W
Date: 08/15/2022
1 starVonda W
Date: 08/15/2022
My husband battled with Stage 4 cancer and had a business that he independently owned. 3 weeks after he passed, I was contacted by an Ascend Federal Credit Union (AFCU) representative that a van owned by his company was now my responsibility to make payments. After I notified them of my husband's passing, I received continuous calls regarding payments. Initially paid out of sheer duress, then I realized a previous employee had the van. I had no other information and notified AFCU that I had never driven the van or seen it in over a year. They continually called, threatened that my credit score would be affected. I called the police, tried to locate van and finally told all the information I had. They repossessed the van and I paid for it in total after feeling completed berated by this company! They still reported it as a repossession even though they know it was stolen and not in my possession. Upon further evaluation, I realized I should not have been responsible as a widow and I would hate for anyone else to trust this company after everything I went through. After the van was repossessed, I paid to have towed back and paid the complete amount in addition to all fees. I have never been so harassed and I will never use this business nor suggest it to anyone.Ascend Federal Credit Union
Date: 03/06/2024
Thank you for taking the time to share your feedback so we can continue to improve our member experience. We would like to address your concerns comprehensively. Please contact our member service team at 800-342-3086.Review fromBrett B
Date: 08/15/2022
3 starsBrett B
Date: 08/15/2022
Went to the Ascend credit union on Memorial Blvd today to deposit five thousand dollars in cash. My wife did not feel comfortable feeding that much money into the ATM.She went to the front counter to deposit the cash. The teller advised her to use the ATM and it was policy for her to refer customers to the ATM and not take the cash. My wife told her she was not comfortable feeding that much money into the ATM. Clerk told her she had to refer to her the ATM per policy and she could not help her. Upon arriving home I called the bank manager, Laurel P******** I advised Ms.P********that I had made an 8,000 dollar deposit at her front counter a number of months ago and there was no issue at all. Today the the deposit of 5,000 was denied numerous times by the teller and my wife was told she would have to use the ATM. She stated the teller in the lobby was there for other duties such as cashier checks and other tasks per policy. In the future we could use the ATM or drive to another branch. I thanked Ms. p********for her time. I just can't understand why a person standing at the front counter apparently doing nothing could not assist an elderly lady who stated numerous times she was not comfortable using an ATM with a large deposit. The teller eventually accepted the deposit after another customer started chipping in, the ATM is over there. I have always had excellent service with this credit union but today was awful.Ascend Federal Credit Union
Date: 03/06/2024
Hi ***** - Thank you for taking the time to leave us your feedback so we can continue to improve our member experience. We are happy to hear our Memorial Blvd. branch team was able to assist with your deposit. We hope you will continue to utilize our Interactive Teller Machines (ITMs) as they provide the same enhanced security and service you've come to expect from a traditional Ascend teller line. Plus, our ITMs are available Monday - Saturday 7 a.m. to 7 p.m., so members can conveniently conduct their banking transactions outside of normal business hours. 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.
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