Aspire Financial Services LLC, Tampa FL

I am unsure if Aspire actually employs a customer service team as they are perpetually unavailable

I have never had such bad service from a financial institution or any other institution. I strongly recommend to avoid using this company's "service". I had to because my employer was affiliated with this business. You cannot speak to anyone but a customer representative when you call the number. They cannot help you, they can only type in your message and you are told someone will get back to you. It took my 10 weeks of this to finally get an account set up. Then when I wanted to roll it over I experienced the same exact thing. No one ever calls back. The option to get a callback doesn't work. They never call you back.

I have attempted to find out how advisory fees were removed from my account when I have a self-directed account. Every representative from ASPIRE has been courteous but have not been able to find an answer to my question. I have been given the runaround for over two months. I have spoken to managers who told me they would have an answer to my situation and have not come through. Now my email correspondences are being ignored. It scares me that someone accessed my account and removed fees and ASPIRE cannot tell me who accessed the account and where the funds went.

Every time I call to get my account rolled over they say that they need to have someone else to call me back. I don't answer b/c of work and then I just keep going over the same process.awful

My problems started right out the gate in November 2020 when I initially began applying for another 401K loan. I updated my mailing address on my account via online. As soon as I did this Aspire put a 2 week freeze on my account. Frustrating but understandable at the time.

It was 2 weeks later that things completely fell apart. I log back into my account to apply for said loan. I check my profile to confirm my updated mailing address. The only field that was changed / saved was the ZIP code. I'm fairly certain I entered my info correctly 2 weeks prior. I call their customer service. A gentlemen walked me through the address change process step by step. Again, as soon as I confirm and save, a 2 week freeze is put on my account. The phone rep then advised me to download a paper application for said and loan and to either mail or fax it to them. I do so, and opt to fax it as time was beginning to become a factor.

So nearly a week goes by, and I receive no confirmation whatsoever my application has been received or processed. I call customer service. After some phone tag I'm informed that yes, my application was being processed. Approximately a week later, I go online to see if there's any update on my loan application. There's no info. So while I'm at it, I check to see my updated mailing address. This time, my mailing address is updated with an INCORRECT ZIP code. I'm perplexed. I do not attempt to change anything online, and contact customer service. I'm only able to leave a message. I tell them my mailing address is once again incorrect for reasons that are beyond my understanding.

Fast forward another 5 days. I'm now recovering from surgery I had the week before. I go online to check loan status. This time it says said loan had been processed on 12/23/2020. I once again check my mailing address. I kid you not, my mailing address was reverted back to my original / old address. I did not do this myself, and I certainly did not authorize this change. I'm completely irate at this point.

I speak to customer service. They assure me the check will be mailed to the address on the paper application I faxed them. Days lead to weeks. I call customer service on 1/15/2021. I tell them I haven't received a check yet. This particular person I spoke to was rather confrontational. When I informed her of the fiasco involving my address change, she was quick to say that Aspire was not responsible. Regardless, I really need my money, I was hoping to have it by or around January 1st.

So after some time, she calls me back later that day to inform me a check was indeed mailed out on 12/31/2020. I ask her what was the mailing address on said check. She reads it off to me. I ask her to reread it and she obliges me. They put the correct street address, but LEFT OFF MY APARTMENT NUMBER, even though it was on my paper application.
Again, she was quick to say that Aspire was not responsible for this.

The following Monday I go into a no-holds-barred campaign to get this issue resolved ASAP. It isn't until that Thursday I speak with an agent that is somewhat helpful, yet an immediate resolution is not offered. He emails me a stop-payment / reissue order. I complete and send it back to the original email. I'm quickly informed that they cannot forward my application from said address, and provide me a correct email. I forward it. Days go by and I hear nothing.

The following week I call countless times, only to leave messages that are not returned.on Tuesday the 26th I finally and contacted by a different agent. I ask if my stop-payment / reissue order had been received. The gentleman sees no record of this, and asks me where I emailed it to. I read him the correct email address that I was instructed to send it to, and surprise, I'm told that email was no longer being used as of January 1. Unreal. Still not resolved. Total Incompetence of the part of Aspire Financial.

This is the WORST company EVER. I lost my job and requested a distribution back in May and still have not received it. They charged a $75 fee to process my request. On my last call I requested to speak with a supervisor because they want to charge me a $25 fee to stop and reissue the check, I was told by the representative that they didn't have anyone available so I would have to receive a call back in about 2 days. That was over 3 weeks ago and I NEVER received a call from them. Today I tried again and was told the same thing that a supervisor would call me back but when I said I didn't mind waiting the representative hung up on me. HORRIBLE service and none of them showed any empathy for the fact that I had lost my job, I was just another customer calling on the phone with an issue that they did not want to deal with or do the right thing for. DO NOT USE THIS COMPANY TO HANDLE ANYTHING FOR YOU. This company is not reliable or professional and they DO NOT CARE ABOUT PEOPLE.

Worst customer service in my life, for a issue on their part. A supervisor threatened me multiple times, refusing to give me information pertaining to an account I have with them. They have yet sent me the requested paperwork that they are required to give me; after 2-weeks of calls to the company for a mistake they made on my IRA. Unbelievable - the threats and manner in which she spoke to me was applauding after what I had been experiencing with them for days.

Twice now, they have not processed my 403b contributions. The financial advisor and myself are getting the same run around. The check was cashed but never posted to my account. The service rep confirms the deposit, but doesn't understand why it has not posted to the account. The 1st time it took 4 weeks to figure out the problem, now we are on week 3.