Ascend Federal Credit Union Nissan Dr, Smyrna

Ascend Federal Credit Union Reviews

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  Pam Parks
  1

  If I could give a zero I would. Have banked with Ascend since they opened a branch in Smyrna. For the last three months have done nothing but screw up my accounts. Go in and have been promised everything going forward will work. Since they became so automated they are impersonal and I miss being able to to talk face to face with a teller. Looking at responses it always seems to ask you to email. What happened to good old fashioned customer service. Nothing has changed. Still screwing up my accounts. Will be looking for another bank. Stay away from Ascend especially the one in Smyrna.

  Response from the owner

  Hi Pam - Thank you for taking the time to leave your feedback. We ask for members to email us so we can obtain contact information and a management team member can follow up directly. We value member feedback like yours greatly as it helps us grow and improve. If you would send us your contact information to [email protected], we will have someone give you a call as we would like to learn more.

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  mike d
  2

  So I'm trying--really. We have been with Ascend for several years now and in general, they provide what I need most days, but not today. Today I needed to open a second checking account for some online activity, so I logged in online and there it is--"Open an Account". I clicked through the screens and at the end i get a message that says "Congratulations. Your account has been approved. An agent will contact you within two business days to complete your account setup". So I'm setting up an account online, but someone needs to call me sometime in the next two days to finish the process---like I will be available for the entire next two days just waiting for them to call me. And if I miss the call, my account is not set up. So I call customer service and speak to Haley who looks up the account and tells me that "it is just their process, it's the way they set up accounts". If I would like to have the account set up today, I can go into their branch. And yes, you can schedule an appointment--just go online to do so. So I go online to schedule an appointment, and there are no appointments for today--none, all day. Tomorrow the entire day is available--literally--appointments open every 15 minutes from 9:15 am until 4:00 pm. So I check other branches close to me. Same. No appointments today and tomorrow, then entire day is wide open. In all I check ten other branches--same result. Something tells me they just will not allow you to set up an appointment for day of and tomorrow morning at 9:00 am all of those open slots will have magically disappeared. Thanks guys--all of this would have been nice to know before I decided to follow your webpage advice and set up my account online. There is absolutely nothing customer friendly about this process. It's almost as if you do not want me to open the account.

  Response from the owner

  Hi Mike - Thank you for taking the time to leave your feedback. We have passed it along to our management team for their considerations. A member from our team will be reaching out via phone to learn more and assist. We appreciate your membership with Ascend.

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  Nikki DeMesa
  1

  By far The Worst banking experience I have ever had. The lady Tellers are rude and incompetent. 2 weeks ago it was 6 fraudulent overdraft fees. Now I’ve deposited checks and can’t get my money. My o own personal checks. A week later I was wondering why they had not cleared despite the fact that Bank of America verified and released them days ago. After speaking with 3 customer care reps and 1 manager I finally found out that my checks didn’t clear because they were not signed on the back. Isn’t that the FIRST thing the teller should have verified!!!? Do you think they called to tell me? No! Now I’m all the way across the country and don’t have the money I need in my business account. Don’t bank with them! You will regret it. They do not care about their customers at all.

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  Ashley Parker
  1

  Ascend is horrible and reps are rude. 3 weeks ago someone hacked our account and the assest recovery dept has been no help and say we need to file a police report ourselves. $900 dollars of ours us just gone. I honestly believe if I was not a person of color I could get more assistance!

  Response from the owner

  Hi Ashley - We have investigated your concern and spoken to our member that was impacted. We determined that Ascend acted appropriately. We take allegations of discrimination seriously and have been unable to corroborate yours. We take pride in treating all members with respect. If you would like to discuss further, please contact us at 800-342-3086 or via direct message on any of our social media outlets.

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  Derek Petoskey
  1

  Do not use this credit union for anything . Absolutely do not buy the GAP insurance. It is a complete scam. We have had numerous loans through Ascend and my wife totaled out her car a few months ago. After two months we get a letter saying that we still owe money because the gap doesn't cover anything because the loan amount was too much. They took our money for the insurance but don't cover anything. Their customer service is a absolute joke. Everyone gives you the run around or is in meetings. Told they will call you back and never do. Closing all my existing accounts and will be taking my business else where . Anywhere is better than Ascend. All their GAP insurance is, is a false sense of security. I told them I wanted a refund for what I paid for the gap and was told I only had the first 90 days to get a refund and that the gap was only good for the first little bit of the loan. Joke. We have been talking about doing a refinance on our home and definitely glad this happened before we trusted this place with a home loan. Derek Petoskey

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  David Stickler
  5

  Not sure who is to blame because Ascend says State Farm and State Farm blames Ascend and I am now just finding out 3 months later about the loan payoff not taking place and if it wasn’t for me having paid what the loan would have been short based on value of car at loss I would be 3 months behind on a payment for a loan that should be paid off. State Farm states they have sent a letter of guarantee to Ascend twice now. Still not sure who is to blame for an issue to drag out for 3 months. I can say I was impressed with Ascends non stop effort to get this resolved and wanted to do it for me so I could free up my time vs me being stuck in the middle. I can’t say the same for State Farm who hadn’t yet reached out to me until Ascend started calling them inquiring into the issue.

  Response from the owner

  Hi David - We're sorry to hear that your experience has been anything less than excellent. We will pass this along to our management team for follow up. Thank you for your feedback and membership with Ascend.

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  Ethan Enderle
  1

  Old fashion technology! I recently opened a car loan with Ascend Credit Union only to find out that you cannot pay your car loan online, also you cannot make your payments via a phone representative without having to pay a $10 processing fee. Furthermore, to make payment in a local branch with your Visa debit card you will also be charged a $10 processing fee. So essentially the only way to make your auto loan payment is by taking out cash at an ATM and physically having to drive into a branch to make payment. This is a huge inconvenience to the customer especially concerning this is 2020, not 1995.

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  Tabitha Blankenship
  2

  Clean but not convient at all. There's no drive thru ATM which some andare single moms. So to have to go in to an Atm I have to get my child out to. The atm there has been down a week or longer. Why though. It's the only Ascend near by or in town....so you get charged going to other Banks atm. Which should be refunded because their Atm was down which is something that's suppose to be offered and not as a privilege either. Then to set up online info with the info I was given by customer service rep and still can't set it up. I have to call back.I work all day I can't sit on a phone and wait. Then to check your balance over the phone you have to speak with a person or sign up to be a star. Then again you wait on the phone once again. Like what??? I've never had to go through so much to find my balance. Very disappointed in the inconvenience of this bank. The parking lot also is very rough. I thought this bank was suppose to be convient and helpful. It hadn't been so far.

  Response from the owner

  Hi Tabitha. Thank you for taking the time to leave a review and give us feedback. We have passed it along to the appropriate management teams for follow up. We're sorry to hear that your experience has been anything but excellent. We are working to improve our services in Smyrna and that is why we've moved into the temporary location across the street from where we are building a new branch. That location will have multiple, drive-through, deposit-taking ATMs. Are you aware that you can also use the ATMs at Walgreens, CVS, Circle K, Kroger and Speedway in Smyrna surcharge free? Again, thank you for your feedback and your membership with Ascend.

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  Dana Sholar
  5

  I'm very happy we chose Ascend Credit Union for our banking needs. Anytime I've needed to go in or call customer service about any questions everyone I have spoke with has always been nice, respectful and very helpful. I appreciate them and glad my husband and I chose Ascend Credit Union. I definitely highly recommend this bank.

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  Mariah Eason
  1

  I been with this bank since I was 18 years old, but here lately it’s been a big disappointment. The ATM NEVER works, and they only have one. I think it would be a good idea to get at least two atms just in case one isn’t working. Which 9 times out of 10 their will be one not working. It seems impossible for them to help you get a loan or credit card or ANYTHING. I use this bank for my business but honestly I think it’s time to find another RELIABLE bank.

  Response from the owner

  Hi Mariah - Thank you for taking the time to leave us your feedback. We are sorry that your experience with Ascend has been anything but excellent. We are working to improve member service there in Smyrna with the construction of a new branch across from the current location. It will offer expanded services. We have passed your feedback on to our management teams and would love to follow up with you to learn more. Can you email us at [email protected] or send us a direct message on any of our social media channels with your contact information?