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December 2023 by Time to rise and shine R
AFCU made me jump through hoops after they let my account get hacked. They reissued my check card, but guess what... it pulls from my husbands account NOT mine.
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November 2023 by Rachel Hull
My husband purchased a Lexus for me for Christmas several years ago. He passed away recently. With the life insurance I paid off the car. Ascend got every single penny they were entitled too, and then refused to sign off on the title. They kept it!!! Cost me $1500 in legal fees and court costs to get the title to my own car. Absolutely no freaking common sense. Just send the stupid title, the county clerk is the one who examines the will and all the paperwork. Absolutely no reason for Ascend to mess over widows like that! Disgusting lack of humanity!
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September 2023 by Michael Bouchard
This place will try VERY hard to keep you away from getting your own money from them, and their customer service contact process is an absolute disaster. My 80-year-old mother has been trying for over a week to do a wire transfer, and it seems their employees are purposely making it difficult for her to do so. No, I’m not exaggerating. She has spent HOURS on the phone, every single day, just simply trying to get ahold of someone. Multiple times they’ve said they’re going to transfer her to someone else…and then they simply hang up on her instead. Then she has to call back and wait another 30-40 minutes. When she does get transferred to the “right” department, it only ever goes to an answering machine, and they don’t call back when she leaves a message. One of the few times she got ahold of a worker, she was told it was too late by the time they answered (after she was on hold for an equivalent of 3 hours that day, fancy that). They will clearly do whatever it takes to ensure they don’t have to do anything. They’ve lied to her TWICE about their ability and requirements to do wire transfers, claiming issues with the receiving bank (who we also contacted and got confirmation from that Ascend is just simply lying on their end…likely because they don’t want to do the transfer).It appears that they don’t want her to pull her money out of their bank and close her account, so they’re making it VERY difficult in hopes she will give up. Very sad. Don’t go here. And for the love of God, don’t let your elderly parents go here. If they’re doing it to my mom, I guarantee they’ll do it to yours too.
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July 2023 by Tabitha Crawford
My account got compromised and fraud department called i did all the proper steps to cancel a transaction that wasn't mine and they still put it on my account and charged me overdraft fee when I reached out I wasn't entitled to get the overdraft fees back even though it wasn't my charge. I will be looking for a new bank and yes the debit card was canceled and I'm not getting another 1.
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May 2023 by Michael Pickett
This place is horrible. I have been trying to make a payment for 4 days and cannot get any on the phone. I cannot do it online due to the bill x out my member # and doesn’t show the account # either. Terrible!!!
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May 2023 by Jennifer J
I used to LOVE this credit Union and their vision. I was proud to bank there. We moved out of state but wanted to maintain our accounts. It’s 2023 after all, so this should have been a non-issue. I was wrong; it has grown increasingly difficult. With continuous issues like long hold times, glitchy app, and lack of helpful service it is so frustrating… and I don’t even contact them often given I’m not local. How can so few interactions ALL be on a scale of mediocre to negative? Today, I couldn’t activate my new debit card because the activation line kept giving a busy tone and I couldn’t get anyone on the line when calling the call center. After holding for over 30 minutes, I am finally done. It’s time to close my accounts/loans and move on to a better option. The problem is I’m not sure how I’ll accomplish this when no one will answer the phone to help. No active debit card and no assistance, and no access to my money.
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May 2023 by Mark Hawkins
Useless. As an institution the only thing they’ve done for me is hold my cash until I pay bills. I can’t get a credit card of any sort. I can’t get a loan of any amount. I came up to utilize the notary service, wouldn’t do that. The interest rate is not competitive to use it as a savings account. When a fraud issue came up, they were ineffective. And the rep disconnected me mid question in the chat. I can’t even get to the obtuse form they sent me for my problem. If all they can do is hold money, I can get this elsewhere without the fee. This institution does nothing for me and I wouldn’t recommend using.
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March 2023 by Allyson Popovich
I normally don’t have any issues with Ascend and have enjoyed banking with them, but this has been a real problem today. Ascend called letting my partner know that he’d be receiving a new debit card because of some issue that Ascend was experiencing, not us. This was at the beginning-ish of February, and they told us the current card would be deactivated on March 1st. Thinking there’s no way this new card won’t get here in a month, we didn’t worry much. Now it’s March 1st, the new card is not here, the old card has been deactivated, and my partner has no way to pay his bills until the card comes in! All they can tell us is that the card is in transit and should be here soon. Thanks, Ascend!
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March 2023 by Constitutional News Network
The branch manager at the Winchester TN location is really not helpful. She will instead go out of her way to make my banking needs a hurdle. I simply asked to have a two party check deposited. Not cashed, just deposited. She told me I don't meet the requirements. Why is it someone would rather be a roadblock instead of being a bridge to make a members life ez. I went to corporate and was told by them that the manager would make a 1 time courtesy. I told them to keep their courtesy and I instead deposited it electronically through my navy Federal account. As soon as my car loan is done I'm ditching this sad excuse of credit union and all that after having an account with them for more than 4 years with no over drafts. They need me I don't need them.
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December 2022 by Linda Marie Kinnaird
They don't have a clue on customer service at all!!.This would have been my second auto loan...First one no problem..Second one a disaster!
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October 2022 by Gideon H
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.
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September 2022 by Casey Davis
Never had a problem. Excellent bank.
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August 2022 by Brett B
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.
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August 2022 by Brett B
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.
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March 2022 by Michael Westin
Well, the people at the main office are nice until they’re not. Very disgusted with this Credit Unions policies, procedures, and attempt at “professionalism”. I have left this bank! Disgusted on how they treat Veterns as well.
