ComplaintsforACE Cash Express

Payday Loans

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Initial Complaint
05/29/2024
Complaint Type:
Product Issues
Status:
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.
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
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.
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
The complainant verified the issue was resolved to their satisfaction.
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
05/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Ace Cash Express is attempting to defraud my company by sending a demand for payment on a check cashed by one of my employees. This check was already cashed at a bank and Ace Cash Express must have fronted this to the person for a used check. I do not do business with Ace Cash Express and am obviously not liable for a mistake made by Ace Cash Express that does not involve me or my company. Logical issue here: This is bad business practice because it opens up the possibility to receive money from the person that received the money as a "loan" and also another party (me), this is theft by defrauding by definition. regardless of if the money is retrieved from the person that it was given to in the first place.When i called the customer service number list online, the ******************** representative threatened me, yelled at me, would not let me speak etc... Telling me that they were coming after me for this money. This company needs to be investigated because it is pretty apparent that I am not the first person that they have defrauded. I have verified this explanation with my bank
Business response
06/10/2024
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. We understand from the complaint that you have received collection letters from ACE regarding a check cashing transaction. We take feedback such as yours seriously, and we appreciate the opportunity to respond to your complaint.

Based on our investigation, we concluded the check in question was drawn on an account held by Wild Bay. The check was presented by the payee with no restrictive endorsements at an ACE location, where the payee received cash in exchange for the check. The check was subsequently returned to ACE unpaid by the bank it was drawn on due to a duplicate presentment. Thus, ACE has not received payment for the item it exchanged in good faith for cash.

Since ACE received the physical item, it is a holder in due course and may enforce the check against the maker. If you would like to make a payment on this item, please call our automated phone system at ************.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Customer response
06/11/2024
I am rejecting this response because: The response does not show any valid reasoning/explanation for the fraud attempt. My concern was not addressed, which shows that they must know what they are doing.

Business response
06/21/2024
Dear ****************:

Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the rebuttal complaint you filed with the Better Business Bureau.We understand from the rebuttal complaint that you have received collection notices from ACE regarding a check cashing transaction, and you suspect the check cashing transaction may have been fraudulent. We take feedback such as yours seriously, and we appreciate the opportunity to respond to your complaint.

As mentioned in our original response, our research showed the check in question was drawn on an account held by Wild Bay. The check was presented at an ACE location by the payee, with no restrictive endorsements, where the payee received cash in exchange for the check. The check was subsequently returned to ACE unpaid by the bank it was drawn on due to a duplicate presentment. *** had no reason to believe the check had already been presented when ACE exchanged it in good faith for cash. If you suspect the check was cashed fraudulently, you should contact the drawee bank to discuss the procedures to file a fraud claim.

Since ACE received the physical item, it is a holder in due course and may enforce the check against the maker. Nonetheless, as a courtesy, we have placed a hold on your collection item and noted your contact information accordingly. You should not receive any further collection attempts by ACE on this item. However, if you would like to make a payment on this item, please call our automated phone system at ************.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
05/07/2024
Complaint Type:
Billing Issues
Status:
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.
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
05/06/2024
Complaint Type:
Billing Issues
Status:
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.
I have an account that went to collections that I paid off with your collections company RRS on 4/16.The Ace website still shows a balance owed. I have contacted Ace multiple times to get this updated. I was told they will contact RRS to do so. I then received no follow up and it has not been updated.Please update it. Thank you.
Business response
05/22/2024
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.
After investigating your complaint, ACE found that you originated an online loan on May 26, 2023 for $295.48 including interest and fees. Your June 20, 2023 payment returned, and your account went into default. On October 31, 2023, 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 $288.75 at the time of sale.

ACE contacted RMS regarding your account. RMS advised you settled your account for $201.81 which stopped the Collection efforts. Your account still has a remaining balance with RMS for $108.67. Once the remaining balance is paid in full and ACE receives notification from RMS, ACE will update your account to a zero balance.

Please contact RMS if you want to pay the remaining balance on your account. You may contact RMS directly at:

********************* Services
******************************************************************************************************
***************

Sincerely,

Compliance Department
ACE Cash Express
Customer response
05/22/2024
I am rejecting this response because:
RMS provided me with a letter to say this balance was settled in full ?
Business response
06/17/2024
Dear **************:
Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the rebuttal complaint you sent to the Better Business Bureau.
As stated before, ACE found that you originated an online loan on May 26, 2023 for $295.48 including interest and fees. Your June 20, 2023 payment returned, and your account went into default. On October 31, 2023,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 $288.75 at the time of sale.

As mentioned in our previous correspondence, *** stated that your account was settled with a remaining balance, meaning collection efforts would stop on the account. Please provide the letter you received from RMS so ACE can investigate further.

Please contact RMS if you want to pay the remaining balance on your account. You may contact RMS directly at:

********************* Services
************************************************************************************************
***************

Sincerely,

Compliance Department
ACE Cash Express
Initial Complaint
05/02/2024
Complaint Type:
Billing Issues
Status:
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.
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
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
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.
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.

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