ComplaintsforACE Cash Express

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a notification from my bank Ace Flare account, that $919.75 was approved at TJMaxx on ******************* in ******, Tx. I immediately called the TJMaxx location to information them that I did not make that purchase and that my card was used fraudulent and I called my bank to dispute the charge. ******** informed me that my pin was not accepted however, they still let the charge go through and told me I would have to wait 10 business days from 05/10/2024 to come to a resolution for my claim. Today, 05/24/2024, ******** informed me that my claim was denied because, per their words "There was not an error with your card because management decided that I allowed someone to use my card". I never authorized any to use my card and I was at work when the transaction happened. I made sure to call TJMaxx to let them know the charge will be disputed because it's fraud! I am now behind on bills because over $900 was stolen from me and now I can't get it back. I want my money back and will be trying to take legal action.

  Business response

  06/12/2024

  Dear **************,
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding 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 ACE branded card products. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.
  
  It is our understanding that Netspend worked with you, and as of 5/29/2024, the matter has been resolved.
  
  We regret any inconvenience you experienced. To better serve you, please contact Netspend for assistance with any further questions regarding this matter. You may contact Netspends 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

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband asked for a money order $1430.00. He gave her an envelope containing 12 $100.00 bills & 12 $20.00 bills. The cashier didn't count the money before giving him a money order for $1030. She comes out to our car saying he had given her too much money. She gives us back $200. I asked her where the other 200 was. She claims that she had was all the money my husband gave her. She said she gotten distracted talking to my husband but he had asked for $1030 not $1430. I called the store later and was told there was nothing they could do. I decided to call another location and got the number for the corporate office. Turns out it was customer service for corporate. I registered my complaint. They said someone would call me within 48 hours. The next day the manager from the original location called me. She said they would have to wait until the end of the month to see if there were any overages. Uh. Since I hadn't heard from anyone from customer service, I called them. I was told the money had been found. When we tried to collect it we were told there was no money. I made several calls ***************** 3 different reps told me there comments in my complaint saying the money was found. It also said a district manager had called me which was hot true. At the end of March I called the store and was told there was no $200 overage. During this entire time I asked for the name of the district manager but was denied the information. The. First week of April a manager finally called me with same story I heard from others. Never got money returned. I do have reference #'s for the calls made and names of reps I talked with. **************** # ***********. Reference # ********. Looking for $200 that wasn't returned.

  Business response

  05/20/2024

  Dear ************:
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the email you sent to the Better Business Bureau. 

  Based on the information provided in your complaint, ACE is not able to speak with third parties regarding a transaction for another person (spouse). Please have your husband submit a complaint and we will respond.
  
  Please do not hesitate to contact us if you have any further questions.
  
  

  Respectfully,
  
  Compliance Department
  Populus Financial Group, Inc. 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have an active account with ******************** and I hadnt used their services for a very long time and I wanted to see about a small payday loan to cover a bill when I went to apply I got a message about I needed to reside in the state I was applying I updated all my information including bank I called customer service and spoke to **** who said to try and different browser to apply so I did and I got a rejection that said I couldnt be approved due to poor performance with them? I dont know what theyre talking about and I certainly have paid them back as far as I remember

  Business response

  06/19/2024

  Dear ********************,
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your loan application. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint. 
  
  Your last loan was originated on 3/14/2019 and entered our collections on 5/15/2019 due to a returned payment. On 5/24/2019, you entered into a promise to pay ("PTP") for the remaining balance on your account. That PTP was broken on 6/17/2019 after a missed payment. You entered into a new PTP for the remaining balance on your account on 6/17/2019. That PTP was broken on 6/25/2019. After collection efforts were unsuccessful, your account was then sold to ************************ ("DMP") on 12/19/2019.

  
  On 3/2/2021, you emailed ACE to inquire about your payments made to DMP and we confirmed that your balance had been paid in full ("PIF") and you were provided with a PIF Letter. Additionally, after learning that you had a less than satisfactory experience with DMP, we notified you that we would buy back your account and place a hold on your record to prevent any future activities, including future loan activity.
  
  Our records indicate that you received the Customer must reside in the state where applying for credit denial reason due to your application for credit for a California loan. Our records also indicate that you received the Poor loan performance with us denial reason due to the hold placed on your account in March of 2021. The hold has now been removed, and we welcome you to re-apply for credit at ACE.
  
  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 response

  06/19/2024

  I have reviewed the business response and accept this resolution

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ace cash is say I never paid off my loans when I did pay them off because I have 3 settlement with them they are say I never paid when I rembering pay them off .

  Business response

  06/10/2024

  *******************:
  
  Populus Financial Group, Inc., d/b/a ACE Cash Express, received a copy of the complaint you filed with the Better Business Bureau (BBB).
  
  We were unable to find any loan history under your profile. Please provide dates of the loans you reference in your complaint so we can conduct further research.
  
  Should you need any additional questions answered, please do not hesitate to reach out to us.
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my loan of $500.00 to Ace Cash but they never updated their file to show my payment. I made the payment to the same Ace Cash that I received the loan.

  Business response

  05/22/2024

  ******************:
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau.
  
  Based on the information provided in your complaint, our research shows you originated a loan on January 31, 2020. Your February 18, 2020 payment returned, and your account went into default.  On June 29, 2020, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ********************* Services (RMS)with a balance of $477.48 at the time of sale. 
  
  If you would like additional information on your account, please contact RMS directly at:
  
  ********************* Services
  ********************************************************************************************************
  *************
  
  
  Sincerely,
  
                                                                                      Compliance Department
                                                                                      Populus Financial Group, Inc.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a fraudulent demand from an individual claiming to be ******************************, from an email address listed under a "*************************", supposedly representing ******* Law Firm LLC, alleging I owed an outstanding debt of $1,210 to Cash Advance USA. The communication threatened severe legal actions and significant consequences if I did not settle the debt within five hours. The email listed extreme measures such as wage garnishment and legal suits demanding up to $1,745.75 excluding attorney fees.I understand that this MAY not be sanctioned under the company, however, this person has used the company's platform to levy these accusations, which has also happened to me before under the guise of "Ace Cash Express".This is not the first occurrence of such fraudulent activity directed at me. A similar claim was previously made and was definitively proven to be unfounded and fraudulent. Despite this, the same type of fraudulent demand has been issued again, continuing the deceptive practices.I have documented and reported previous instances to the Better Business Bureau (BBB) and the Consumer Financial ***************** (CFPB), highlighting the fraudulent nature of these claims. In response to this ongoing issue, I have taken additional steps, including recording the ** address associated with the fraudulent emails, to aid in further complaints to regulatory authorities.The threats issued in the communication violate the Fair Debt Collection Practices Act (FDCPA) by making false or misleading representations and employing unfair practices in the attempt to collect a debt. I am requesting immediate cessation of all fraudulent claims and deceptive communications against me, failing which I will escalate the matter further to legal and regulatory bodies. This situation is being taken with the utmost seriousness to prevent any further fraudulent activities and protect my consumer rights.

  Business response

  05/08/2024

  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.
  
  Based on the information provided in your complaint, you do not have any pending collection items with ACE. *** has not contacted you. The email(s) you received was not from an ACE representative or any person acting on ACEs behalf.
  
  If the email(s) purported to be from ACE, this communication was likely part of a scam.
  
  We recommend you report any further communications of this type to the consumer protection section of the Oregon ************************* You should include any communications and/or copies of any emails you received and any call recordings you have.
  
  Sincerely,
  
  Senior Compliance Analyst
  ACE Cash Express

  Customer response

  05/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Yes I got threatening emails to ight from some man name or going by a ********************* he is a senior deputy officer and he said I have 3 charges on me for writing out bad checks one problem my bank they don't use checks No it's Direct Express they don't have checks to write out and this harassment via email is ridiculous with these people who keep on contacting I want to know how they get my email address it's harassment too and making legal threats I got screenshots of this man's email tonight he said I owed money to ACE and I never got 1 loan with them and they know that person needs put away.

  Business response

  04/19/2024

  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.
  
  Based on the information provided in your complaint, you do not have any pending collection items with ACE. *** has not contacted you. The email(s) you received was not from an ACE representative or any person acting on ACEs behalf.
  
  If the email(s) purported to be from ACE, this communication was likely part of a scam.
  
  We recommend you report any further communications of this type to the consumer protection section of the ******* ************************* You should include any communications and/or copies of any emails you received and any call recordings you have.
  
  
  Sincerely,
  
  Senior Compliance Analyst
  ACE Cash Express

  Customer response

  04/19/2024

  Yes I realize this is a scam and the person and or person's involved needs arrested and locked up they can quit notifying me I like to know how he got my email address I just another yesterday threats from someone saying I have a warrant and that one is and has a complaint on it also but stuff like this neither IC3 cyber crime unit nor FTC is going to do nothing about it and something needs done. I know for a fact I have No plans with you nor took any out thank you **********;

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My job gave me a check. My id expired so I got a prepaid debit from the store listed company. I placed ******** on the card. I took out ******. They said that they put all of the funds on the card. But when I went to use it again the money was not there. I am missing ********

  Business response

  05/01/2024

  Dear Ms. ************************************* d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding 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 ACE branded card products. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.
  
  We understand you spoke with a Netspend representative after you filed your complaint, and the Netspend representative reviewed the account transaction history with you. We also understand ******** emailed copies of your account statements to you, explained the transactions, and offered further assistance,should you have additional questions.  
  
  We regret any inconvenience you experienced. To better serve you, please contact Netspend for assistance with any further questions regarding this matter. You may contact Netspends 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

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took out a loan last October and then went through a financial burden after losing my grandmother. Family members who I dont associate with are now getting calls from collectors stating Im going to be served and threatening to show up at my work. *** will not give me a copy of my contract nor with the place calling give me any information as well they just wanted my card number or threaten. To serve me at my place of work. How can you trust a company that wont give you any information from ace or the debt collectors

  Business response

  04/15/2024

  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.
  
  Based on the information provided in your complaint, our research shows you originated a loan on September 6, 2023.  Your September 21, 2023, payment returned,and your account went into default.  On January 30, 2024, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ********************* Services (RMS) with a balance of $312.43 at the time of sale. 
  
  ACE ceased all collection activity in connection with your account when it was sold to RMS.  Any collection activity following the sale of your account was not conducted by ACE representatives or on ACEs behalf.
  
  We have addressed this issue with the debt buyer. If you would like additional information, please contact the debt buyer directly at:

  
  ********************* Services
  **********************************************************************************************************
  **************
  
  
  Sincerely,
  
  
  Senior Compliance Analyst
  ACE Cash Express

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A debit card from your company was sent to me. It was an account started by a criminal. I immediately requested that the account be closed and paperwork or email verifying that it was closed be sent to me-the person declined and refused saying, "We don't have paperwork for that" My identity was stolen and I need this verification that this account is closed!

  Business response

  04/09/2024

  Dear **********************:
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the complaint filed with the Better Business Bureau regarding the opening of a PORTE account. Based on the description in your complaint, *** believes your complaint is with ********, not ACE, since they are the program manager for PORTE. Nevertheless, *** takes these situations seriously and escalated your concerns to Netspend.
  
  We understand Netspend has been in contact with you regarding this matter. To better serve you, please contact Netspend for assistance with any further questions regarding this matter.
  
  You may contact Netspends corporate office by calling ************ between 8:00 AM and 8:00 PM CDT, Monday through Friday. 
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

  Customer response

  04/10/2024

  I have reviewed the business response and find it interesting-I will contact the phone number

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