Ascent Credit Union

"Update: I was able to speak with Mr. Brock Mortensen today about my experiences. He was very kind and understanding and we were able to speak authentically through the concerns I have had. I appreciate his time and kindness and openness about the situations I had brought to light. After our conversation(s), I do believe there are things, such as the mobile banking and online banking issues, that they are currently working on and have already done to assist in the issues that I brought up, for all customers. It also is apparent that there will be continued changes and training on how the location will handle personal information and the drive thru concerns I had. Overall, I do feel as though my experiences, overall, may have been isolated incidents and that they will be working to fix them. I thank Mr, Mortensen for his assistance and quick work to help mitigate these issues. I wish them the best moving forward. Original: I’ve been banking with this business since 2011, when they were Weber State Credit Union. The last 2-3 years I’ve have several experiences that were unsettling, including one that has occurred recently. Do not bank with them, unless you have to time to constantly monitor their errors and have security compromised. 1) my balance on my credit card is zero. On the due date of the credit card on online and mobile banking it shows zero, I check this every week. I check this week and see a $25 late charge. I contact the credit union to see why I had a late charge and they said I had a balance of 22 cents that I never paid. However, that “22 cents” is nowhere to be found on my account on either mobile or computer banking. But even after the late fee of $25, the credit card is showing only a $25 balance…. Not a $25.22 balance that they are claiming I owe. I requested that charge be removed but now as I’m trying to buy a home, I may have a late credit card payment on my credit history even though I have not used this credit card whatsoever in over a month and the balance has stayed at $0. The woman helping really was no help except for being able to put in a request “which can be approved or denied”. So we will see if I will have to pay $25 on a zero balance that has been showing. Absolutely ridiculous. 2) I had an extremely large amount deposited incorrectly to my account about a year ago that was not mine. I contacted them immediately to tell them of the issue and the person I talked to on the phone didn’t know what to do so I had to come in and speak to someone in person to tell them that one of their employees had deposited several thousand dollars into my checking account incorrectly. That was unnerving. 3) when using the drive thru they use a pen and paper, usually sticky note, or scrap paper to write down all your account info and then take that to a computer on the other side of the wall to edit account info/ deposit/ withdraw funds from your account. Totally unsecure, especially when there is a computer at the drive thru that used to be used when it was Weber state credit union. 4) at one point I had to get new cards due to identity theft. When I went in person to get new cards the teller was unaware of what to do, and I had to repeatedly tell her (3 times) that I need to cancel all card and to have new ones reprinted. She kept asking other tellers questions and for information by speaking across desks as opposed to having assistance come to her in a more private manner, instead of talking amongst the entire teller area. Very uncomfortable as other individuals were there doing their business. Inappropriate. Most interactions I’ve had at this credit union over the last 2 years have been far less than ideal. I would absolutely suggest another credit u ion with more training, more security measures, and employees that handle your information discreetly."

"Cidney & Jenn were fantastic at getting my HELOC through the system in record time. In less than a week I had the funds available. I have had nothing but stellar assistance from the loan team as well as the local team at the Roy Branch!"

"My experiences with personal, telephonic, and online interactions with Ascent have been pleasant, courteous, professional, and above all accurate and helpful. I highly recommend Ascent if you need the services they provide."

"***update within 24 hours of posting my original review they again flagged my card and locked it for fraud when I was trying to purchase an item on my Oculus headset. Can't use this damn card for anything... Find a different credit union or bank. I've had an account since before they changed ownership, about 14 years. There's nothing special about this credit union. It took them forever to use chips in their debit and credit cards, and their online banking platform is still 10 years behind everyone else. They regularly flag completely legit charges, even ones that occur monthly on recurring payments, as fraud. Then lock my card after business hours, and force me to contact the branch during business hours to have access to my money. I tried to explain my frustration a few times when getting the card unlocked, and no one wants to hear how they can do better, they just want to get you off the phone. Tellers and employees are friendly enough, but that doesn't do anything if you can't access your funds, and they don't want to fix the problem preventing you from accessing funds 24/7. They actually blamed their third party fraud prevention as to why my card is getting flagged for legitimate charges. It's like they literally have no control over what happens to the accounts or cards of their members... Scary. They recommended a third party app with which I could lock or unlock my card, but the app is so out of date that I can't even download it on my phone. There is no debit card access or manipulation through their online banking. After 15 years I will be taking my funds elsewhere."

"This CU has kept the traditional professionalism/member experience it had as Weber State Credit Union. My experience with Ascent was personable, unlike a lot of large banking interactions. Big fan!"