Business Profile

Payday Loans

ACE Cash Express

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for ACE Cash Express's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

200 total complaints in the last 3 years.
42 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi have a serious situation. I purchased a money order through ********* and I lost it. ********* return the money to me. ace check cashing is not releasing my cash refund. on top of that the loans and request for refund was done within 30 minutes The person I returned to to try to pick it up was the exact same cashier to renew because they initiative among a temporary ID defined by the state of California as that one and a reference number it's just the refund display rent and they were playing with that I really don't know what to do. An agent suggested I reach out to you or if they still failed to comply and I need to contact the finance consumer protection please assist me and getting them to refund my money I mean it's ridiculous.
Business Response
Date: 04/11/2025
Dear Mr. **************************************** d/b/a ACE Cash Express (ACE) received a copy of the email you sent to the Better Business Bureau

ACE serves only as an agent of MoneyGram. ACE forwarded your complaint to MoneyGram for review and response.

            MoneyGram has informed ACE that you received your refund on March 9, 2025 at ******** ******** dba Northgate ******** Financial, LLC in **********, ***
            We apologize for any inconvenience you may have experienced.

Sincerely,

Compliance Department
                                                                        Populus Financial Group, ***
Initial Complaint
Date:02/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a money order to pay my IRS payment arrangement. The money order was returned because its deemed not an acceptable payment. The dollar amount has faded. I just want my money refunded or an acceptable money order to pay my IRS arrangement. I have all supporting documents. The employee at ********************************************** News VA was beyond pretentious and just straight out rude.
Customer Answer
Date: 02/18/2025
I had to go on the moneyGram website to replace the money order myself. No one on the phone could help me when I called MoneyGram. When I went to enter my information to replace the money order Im being charged an additional $25 for a processing fee for something that I had no control over. This is ridiculous saying now Im short $25 on the payment that I originally sent.
Business Response
Date: 03/20/2025
Dear *** *******:

Populus Financial Group, Inc.d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau (BBB).

ACE does not disclose information to unauthorized third parties. If you have Power of Attorney for the consumer identified in the money order, please provide the document so we may review.

Sincerely,

Compliance Department
ACE Cash Express
Initial Complaint
Date:02/10/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went in to get a payday loan and instead was met with an installment loan issue I feel as if I have been discriminated against because I did not ask for that but was given that as the only option. The employee did not ask me if I wanted to use another option I told the employee I wanted only a payday loan and not an installment loan. I've been on my job two and a half years and I make a decent amount of money so there's no reason I should have been denied credit for a payday loan. From another customer I was told they only need work history not a certain credit score which is what I was told by the employee and as for this reason why I feel I've been discriminated against solely because I'm a black man
Business Response
Date: 02/24/2025
Dear Mr. *************************************** d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau regarding a loan application. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.

After researching your complaint, ACE found that you went to an ACE location and applied for credit services on 2/7/2025 and your application was denied. In your complaint,you indicated that you were attempting to apply for a payday loan, and that you were only provided the option of an installment loan. The ACE location where you submitted your application only offers an installment loan product, which is why another product was not offered. There are different products available online at ********************************** are welcome to submit an online application if the products there are more aligned with your needs.

All credit applications at ACE are processed through the system, and the system makes the credit decision pursuant to standard underwriting criteria. Store employees do not make credit decisions. The reasons the system denied your application were listed on the Notice of Adverse Action (****) provided to you at the time of the denial. The items impacting your credit score are also listed on the **** and were provided directly from ***********. If you believe those reasons to be inaccurate, you may contact FactorTrust.

We regret any inconvenience this has caused you and hope to serve your financial needs in the future. Should you have any questions, please contact ACE at **************.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:02/07/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an account with ace ********************** and they canceled my account with money in the account they said they sent a check but I never recieved it now they are not taking my calls and hanging up when I call back. I just want my money they have in the account
Business Response
Date: 02/21/2025
Dear Mr. **************** understand you have been in contact with ******** regarding your complaint.******** has advised that a check was issued and mailed to your new address.

We regret any inconvenience you experienced. To better serve you, please contact ******** for assistance with any further questions regarding this matter. You may contact ********* corporate office by calling ************ between 8:00 AM and 8:00 PM CDT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:01/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been in touch with customer service and higher level representatives such as ****** and nothing has been resolved. They're manipulating numbers and siphoning money from my account. Over the past few days it's over 300 dollars have been siphoned by bank fraud on the part of the institution. Unfortunately they're upper level management doesn't care about this ethical dilemma. Over the past few months they have siphoned over 600 dollars from my account. I know that the good people in this nation are better than they're showing. And believe me I would stake my life on that fact! Thank you, ***** **** and Skysky
Business Response
Date: 02/13/2025
Dear Ms. *********************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau. Based on the description in your complaint, *** believes your complaint is with ********,not ACE, since they are the program manager for ACE branded card products.Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.

It is our understanding that ******** reviewed the ten dispute claims that you opened between 7/24/2024 and 1/21/2025 and contacted you on 2/3/2025 to discuss them. On this call, we understand that you declined the option to review the status of each dispute claim and also declined to provide specific details about the possible errors that occurred on your account.

In order to resolve any unauthorized transactions or billing errors on your account, you will need to contact ********* customer service team at **************.

We regret any inconvenience you experienced. To better serve you, please contact ******** for assistance with any further questions regarding this matter. You may contact ********* corporate office by calling ************ between 8:00 AM and 8:00 PM CT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:01/24/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recieved a payday loan from this company and chose the option to refinance the loan which would then be taken out in early February I looked over all the documentation and never did it say it would not only take out the fee for refinancing but also I would have to pay an additional fee with the loan itself which means Id be paying not only the ***** but ****** on top of that once the payment was due. And besides feeling like I wasnt being assisted I was not treated with respect
Business Response
Date: 02/20/2025
Dear Ms. *************************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your loan. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.

After reviewing your complaint and our records, we found that you originated an online loan at *** on 12/26/2024. On 1/17/2025, your original due date, the finance charge of $23.59 was debited from your account when you opted to refinance your loan.During the refinance process, you were presented with a message that read, The finance charges along with any principal buy down you may have selected will be debited from your bank account on the due date on your existing loan. The finance charge on your refinanced loan was $23.57, bringing the balance of your loan to be paid on 2/7/2025 to $123.57.

Our review also indicated that the *** representatives followed all ACE procedures when discussing the finance charges for your loan.

We regret any inconvenience this has caused you and hope to serve your financial needs in the future. Should you have any questions, please contact ACE at *************.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Customer Answer
Date: 02/20/2025
I am rejecting this response because they took out another ***** when it wasnt due yet when I refinanced the loan again and now I get some strange email that had no letter it just said in the subject problem with payment what payment? They did not disclose anything about when a payment was gonna be taken and those representatives were absolutely unhelpful and not professional and could barely understand them and there would be a lot of background noise
Customer Answer
Date: 02/21/2025
Got an email about my past due balance and when I logged in it was more than I borrowed and I didnt even know they were gonna take out the fee so soon I want this fixed this is not my fault I have attached a screenshot of the email
Business Response
Date: 02/28/2025
Dear Ms. *************************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your loan. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.

Our records indicate that you originated an online loan at *** on 12/26/2024. On 1/17/2025,your original due date, the finance charge of $23.59 was debited from your account when you opted to refinance your loan.

You opted to refinance your loan for a second time on 2/14/2025, which required a second finance charge of $23.95 to be debited from your bank account. Again, during the refinance process you were presented with a message that read, The finance charges along with any principal buy down you may have selected will be debited from your bank account on the due date on your existing loan.

When ACE attempted to debit your account for the finance charge on 2/14/2025, the payment returned due to insufficient funds, triggering an additional $30.00 fee. At this time,your account moved to ACEs ********************** with a balance of $153.57. We have cancelled the scheduled payment due on 2/27/2025. Our records indicate that you made a $15.00 payment on 2/28/2025 and set up arrangements to pay the remaining balance of $138.57.

We regret any inconvenience this has caused you and hope to serve your financial needs in the future. Should you have any questions, please contact ACE at *************.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Customer Answer
Date: 02/28/2025
I have reviewed the business response and accept this resolution I just want to know would they be willing to waive that fee
Initial Complaint
Date:01/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I requested a complaint needs to be filled with the customer service number with ******************** located on *********************************************. Contact number is **************. The lady who answered the phone today at the above location told me that I needed to have a copy of my annual award for a social disability payment THAT I DO NOT HAVE !! I receive a $4,000 monthly federal employment early disability retirment . The lady from this Ace Cash express location told me that it would not be enough information for me to borrow again even though I borrowed $1,000 from them previously and paid it back within less than a month with the Same documentation of my recent bank statement
Business Response
Date: 02/20/2025
Dear Ms. ************************************* d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau (BBB).

We apologize that you had a less than satisfactory experience with one of our store associates. We are investigating this claim and will provide coaching to the store employee, as needed. You are welcome to visit any of our Ohio locations and apply with the information you have available.

Again, we appreciate the opportunity to respond to your complaint. We look forward to servicing your financial needs in the future.

Sincerely,
Compliance Department Populus Financial Group,Inc.
Initial Complaint
Date:01/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This bank who partners with Flare Accounts has allowed a person to open multiple bank accounts in my name and social security number without requesting proof of identification. They have aided in my identity being stolen due to poor business practice.
Business Response
Date: 02/04/2025
Dear Ms. **************** understand you have been in contact with ******** regarding your complaint.******** has advised that you file an identity theft report with the ************************ to address your concern.

We regret any inconvenience you experienced. To better serve you, please contact ******** for assistance with any further questions regarding this matter. You may contact ********* corporate office by calling ************ between 8:00 AM and 8:00 PM CDT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:12/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, The ACE Cash I borrowed the money from wasn't listed on your site; the address to the one I borrowed from is *************************************************** *************)That said, I took out a loan from ACE Cash Express on 8/23/2024 for $1500. My monthly payment was for $135.96. I asked if there was a daily interest rate and was told "no your interest rate is spread across the loan with one monthly payment and that your balance will never increase and your monthly payments with not change." So, before I took the loan, I made sure there would not be a daily interest fee. I asked the loan processor who processed my loan and "was told I would NOT be charged a daily fee." I moved forward with the loan On 12/20/2024, I made a payment of $500 and my balance was $503 and some change. Since that day, my balance has increased up ******. I called CENTER 246 and talked to ******* (manager) and another employee explaining the situation and ******* explained to me that my balance should not be increasing. I told them that I had been taking screenshots each day monitoring my balance. ******* looked up my account and "told me your balance has not increased," ******* told me "what I see on my screen doesn't show any increases." I also talked to another employee there as well and was told my balance should not be increasing and regardless of what I pay, my monthly payment will not increase, you will just pay it off sooner." ******* told me "your balance had not increased on her computer and that I needed to contact the corporate office." ******* and one of the employees also told me "with this type of loan your monthly payment does not change and your balance does not increase and there is no daily fee." I spoke with ******* (12/26) and *** (12/27) at the corporate office and was told a escalation ticket has been created. I have screenshots of my balance increasing daily and I believe this company has been robbing me since my first payment.
Business Response
Date: 01/24/2025
Ms. ********************************* d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.

We apologize that you received unclear information from our store associate regarding your loan. We will ensure they receive appropriate coaching on the matter. We have also reviewed the information available for your loan, and the balance is being reduced in accordance with the terms of the agreement. Specifically, the additional payments made have been applied to the principal and will be reflected at the end of the loan term.

We appreciate your business and look forward to providing you with excellent customer service in the future. Should you have any questions, please contact ACE at **************.

Sincerely,

Compliance Department
Populus Financial Group,Inc.
Business Response
Date: 01/27/2025
Ms. ********************************* d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.

We apologize that you received unclear information from our store associate regarding your loan. We will ensure they receive appropriate coaching on the matter. We have also reviewed the information available for your loan, and the balance is being reduced in accordance with the terms of the agreement. Specifically, the additional payments made have been applied to the principal and will be reflected at the end of the loan term.

We appreciate your business and look forward to providing you with excellent customer service in the future. Should you have any questions, please contact ACE at **************.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Customer Answer
Date: 01/28/2025
Please see attached response
Initial Complaint
Date:12/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12.2 called in yo report my card stolen in my wallet with my pin code for my card. ****** was 6 ATM withdrawals back to back for 200 totaling in 1000. I filled a dispute but On 24th they denied it because talking about ther is no pattern of fraud. I don't ever take that kind of money out. This is not the first time. They have never approved any fraud dispute that I have filed.
Business Response
Date: 01/13/2025
Dear Ms. *********************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding unauthorized activity on your ACE Flare account. Based on the description in your complaint,*** believes your complaint is with ********, not ACE, since they are the program manager for *** branded card products. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.

We understand Netspend has been in contact with you regarding this matter, and that ******** issued a full reimbursement of the disputed transactions and the associated fees on January 2, 2025. We also understand you were able to access these funds the same day.

We regret any inconvenience you experienced. To better serve you, please contact ******** for assistance with any further questions regarding this matter. You may contact ********* corporate office by calling ************ between 8:00 AM and 8:00 PM CT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Customer Answer
Date: 01/15/2025
I have reviewed the business response and accept this resolution.

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ACE Cash Express is NOT a BBB Accredited Business.