Complaints

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

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  ACE Cash Express

  300 E John Carpenter Fwy Suite 900 Irving, TX 75062

• 

  ACE Cash Express

  1231 Greenway Ste 700 Irving, TX 75038

• 

  ACE Cash Express

  1121 Greenway Cir Ste 700 Irving, TX 75038-2301

• 

  ACE Cash Express

  621 Miller Valley Road Prescott, AZ 86301

• 

  ACE Cash Express

  8101 E. State Route 69 Prescott Valley, AZ 86314

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:12/09/2022

  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 have had Ace Check Cash for the past 6 years or so, and this is the 4th time that my account and routing information has been exposed, my accounts are drained of all my funds and even go into withdraw status. Each time that Ace is contacted there is no assistance and resolution is weeks if not a month to come in regard to returning funds. on Dec 3rd and 4th the amount of $311 was taken from account along with a $146 overdraft fee, I contacted Ace on 12.5.2022 to advise of the situation they told me to write a dispute letter which I did and submitted on 12.6.2022. when I got the acknowledge email from Ace they received my dispute is was for the wrong amount $229 when I called to ask why the difference they advised 4 transactions were pended, I asked why couldn't they cancel them since they were still pending and no one could answer my question. Ace informed me that my account would be locked as stolen, but as of 12.9.2022 transactions are still happening, when I called Ace again on 12.9.2022, I was hungup on twice and when I finally got through no one could find my account. Due to this issue my phone for me and my children have been disconnected and I have no money to feed my children. Ace needs to be investigate for giving peoples routing and account info as the same thing happened to my son just 4 months ago and over $900 was taken, there is something going on that consumers don't know about. Please check into this company

  Business Response

  Date: 03/20/2023

  Business Response /* (1000, 5, 2022/12/22) */ Dear Ms. *******: ******* Financial ****** Inc. d/b/a ACE Cash Express ("ACE") received a copy of your complaint filed with the Better Business Bureau regarding unauthorized charges to your ACE ***** account. Based on the description in your complaint, ACE 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 ********* We understand ******** has been in contact with you regarding this matter and is currently investigating your claim. It is also our understanding that ******** has issued provisional credit to you for the disputed transactions, so you have access to your funds while ******** conducts their investigation. 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 *********** corporate office by calling XXX-XXX-XXXX between 8:00 AM and 8:00 PM CT, Monday through Friday. Sincerely, Compliance Department ******* Financial ****** ****

• Initial Complaint

  Date:12/07/2022

  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.

  I received a letter stating that I applied for a load and it was declined; I did not apply for a loan with this company. When I called them, they would not give information as to how a false loan request was submitted in my name. I think this is a serious situation and I am looking for resolution as soon as possible. I will pursue help from legal recourses from state agency regarding this business practice.

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/21) */ Dear Mr. ******: ************************, Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you filed with the Better Business Bureau regarding a loan application you did not authorize. Based on the information in your complaint and our research, a loan application was submitted on ACE's website using your name and personal information. You contacted ACE and reported the loan application as fraudulent. On December 8, 2022, ACE sent you information on what it needs to process a fraud claim. To process your fraud claim, please send a copy of the completed FTC Identity Theft Report to: ******* ********* ****** **** ATTN: Collections *** ** **** ********* ******** Suite *** ******, ** XXXXX Once received, we will flag the loan application in our system as fraudulent and notify relevant reporting agencies to remove the inquiry from your credit history, if applicable. We apologize for any inconvenience this has caused you. Sincerely, Compliance Department ******* ********* ****** ****

• Initial Complaint

  Date:11/23/2022

  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.

  They are not following the Patriot Act. My information was given out without asking for my identification. When I went to a branch to make a payment, the same location I signed my loan up with. They told me I was not in the system and did not have a loan there. I told them I took money and I needed to make my payment because I did not want this to effect my credit. They called the store manager and he told me I could stand there all day but they couldn't help me. I told them if they had me under an old name they told me it was my fault for not saying to identify by my divorced name. I explained to them that my name is on my drivers license. I signed under *****. I even asked them to update my name when I got the new loan. I asked them for second time to update my name, the lady did not update it in the system. It is still under *************** my divorced name.

  Business Response

  Date: 03/20/2023

  Business Response /* (1000, 8, 2022/12/22) */ Dear Ms. *****: ******* Financial ****** Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you filed with the Better Business Bureau ("BBB") regarding a loan payment. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint. Based on the information in your complaint and our research, we understand you visited an ACE location to make a loan payment. The store associate was initially unable to locate your loan because the loan was originated under the name ********* ****** your former name. We also understand the store associate eventually located your loan, and you were able to make your loan payment. We apologize for any inconvenience you experienced, and we hope to serve your financial needs in the future. Should you choose to apply for another loan, please ensure all information provided is correct and current. If you have any questions, please contact ACE at (XXX) XXX-XXXX. Sincerely, Compliance Department ******* Financial ****** ****

• Initial Complaint

  Date:11/23/2022

  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.

  On October 28th I took out a loan with Ace Cash Express. I arranged for a payday loan and for my payment to come out of my check on the 10th of November. On the 1st I started receiving calls from collectors despite me only just taking the loan out. I spoke to several reps who reassured me that as long as I pay on the 10th my account would remain in good standing with Ace Cash Express. I paid my due of $128.00 via phone on the 10th. Despite my paying in time it has negatively affected me applying for additional loans and my credit.

  Business Response

  Date: 03/16/2023

  Business Response /* (1000, 8, 2022/12/19) */ Dear Ms. ****: ****************************. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you 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. Based on the information in your complaint and our research, you originated a loan via ACE's website on October 27, 2022. ACE sent a prenote to your bank on October 28, 2022 to verify the information you provided. The prenote was returned to ACE on November 1, 2022 due to an invalid account number. ACE's Customer Care Team contacted you, and your loan was paid in full on November 10, 2022. We apologize for any inconvenience you experienced, and we look forward to serving your financial needs in the future. Sincerely, Compliance Department ****************************.

• Initial Complaint

  Date:10/26/2022

  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 am United States veteran who has had an account with ******* ********* ****** Inc. d/b/a ACE Cash Express ("ACE") since 2017. In approximately 2021, I was issued card # XXXX-XXXX-XXXX-1003 under my former name ****** ****. On or about July 26, 2022, my card was blocked for "suspicious activity" that has never been explained to me, and I have been unable to access the funds on my card since that date. I was asked to provide proof of my identity (for reasons unknown to me), which I did on multiple occasions in August 2022 by ***** and fax. After sending all the identity documentation that was requested, I was told my documentation was insufficient and never provided access to my funds. In September and October 2022, my pro bono attorney and I called ACE **** ******** ************ on several occasions. ACE/******** was generally non-responsive when we called and would not address my concerns or even speak with my attorney (despite me giving them permission to do so, him asking how to provide proof he represented me, and both of us asking to speak with ACE/********'s legal department). However, ACE/******** twice promised to close my account and mail me (via my attorney) a check with the remaining approximately $3,000 balance on my card (ACE/******** reference # XXXXXXXXXX, spoke with ******** and ********** Nevertheless, ACE/******** has never done so. Additionally, my September VA benefits were supposed to have been deposited on my ACE card, but ACE apparently refused to accept those funds and they have been missing ever since. Due to ACE/********'s refusal to uphold their promises and return to me the balance on my card, I have not been able to afford housing and have been forced to stay on the streets or in a homeless shelter since mid-August 2022. I actually have had similar troubles/experiences with ACE on an ACE card that I had prior to card # ******

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 7, 2022/11/18) */ Ms. ****: ******* ********* ****** **** d/b/a ACE Cash Express ("ACE") received a copy of the complaint you filed with the Better Business Bureau regarding your ***** card. Based on the description in your complaint, ACE believes your complaint is with ********* not ACE, since they are the program manager for ACE branded card products. Nevertheless, ACE takes feedback such as yours seriously and escalated your concerns to ********* It is our understanding that ******** has been in communication with you regarding your account funds and that the balance of your account was sent to you/your attorney via a check with tracking. Attached is a copy of *********** formal response to your complaint as well. We regret any inconveniences you experienced. Should you need any further assistance with this matter, please contact ********* You may contact Netspend's corporate office by calling XXX-XXX-XXXX between 8:00 AM and 8:00 PM CDT, Monday through Friday. Sincerely, Compliance Department ******* ********* ****** **** Consumer Response /* (3000, 9, 2022/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of today (November 22), the check with Ms. ****'s remaining account balance still has not been received. ***** **** with *********** legal department informed us that *********** accounting department accidentally sent the check via regular **** (without a tracking number, apparently) instead of *** ******** **** so we have been trying to give it some time to arrive. Mr. **** said the letter was sent on November 7. Business Response /* (4000, 14, 2022/12/19) */ Ms. ****: ******* ********* ****** Inc. d/b/a ACE Cash Express ("ACE") received a copy of the rebuttal complaint you filed with the Better Business Bureau regarding your ***** card. As previously mentioned, ACE 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 ********* We understand ******** has been in contact with you regarding this matter, and that your concern has been resolved. 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 XXX-XXX-XXXX between 8:00 AM and 8:00 PM CST, Monday through Friday. Sincerely, Compliance Department ******* ********* ****** ****

• Initial Complaint

  Date:10/20/2022

  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 took out an installment loan on 3/29/22 and ran into a financial issue that then forced that loan into collections with the company and I received an email about that on 9/19/22. From there I got an item number concerning my loan and went onto https://apply.acecashexpress.com/myacefile to resolve said balance which from my surprise instead of it being $204.88 it was actually $595.83! Well at the time I just assumed it was just because of accrued fees and interest so I paid the balance online via the only option they give through that portal which is via one's personal card information so I did that. Well that transaction took place on 10/7/22 and then posted to my Chase account on 10/11/22. Here's where things get fishy I tried to apply for another loan and got denied due to me having a previous debt that needs to be collected so I called and to my surprise the system/and a human representative told me that I owed a balance of $6.04 which is strange because I only had the option of paying the $595.83 on the resolution portal stated before. Come to find out via calling in that there's NO RECORD OF THAT TRANSACTION. Yet the money was debited from my account and neither Chase nor ACE knows where my money is. This will be the LAST time I use this business and I've emailed proof of such to the CCT on ACE's end and I'm awaiting a reply but this place seems incredibly scandalous after the matter and I want my account resolved and ZERO debt collections history to reflect on my credit report and etc. I paid my debts in full valiantly and I don't want anything to do with ACE or any possible affiliates after this matter but I NEED a resolution on this and have been in kind communication with them. Help.

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2022/11/03) */ Dear Mr. *******: Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you filed with the Better Business Bureau regarding an online loan payment. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint. Based on the information in your complaint and our research, we determined that ACE processed an online payment with the information you provided, but the payment did not post to your loan because the Social Security Number you entered online was incorrect. We refunded the incorrect payment and processed another online payment for you. Your loan is now paid in full. We apologize for any confusion or inconvenience you experienced, and we look forward to serving your financial needs in the future. Sincerely, Compliance Department Populus Financial Group, Inc.

• Initial Complaint

  Date:10/20/2022

  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 used Ace cash to borrow $425.00 with interest it is $499.00. I applied for a payment arrangement on Oct 10, 2022, I have the documentation to prove it, my first payment for $124.99 was due Oct 20, 2022. And 3 more payments bi-weekly until it was paid. Well, this morning, October 20, 2022, Ace Cash did not honor my payment arrangement and $499.00 dollars was deducted from my account. I called and spoke with a few people at the corporation who could not help or the employees at the individual establishment. I would like my Money back in my account, and I no longer feel that I should owe them their money, because of this hardship. I have other things coming out of my account and now those things will be overdrawn. I was trying to do the right thing, and I was inconvenienced in the end. Please help me with this situation.

  Business Response

  Date: 02/03/2023

  Business Response /* (1000, 7, 2022/11/17) */ Ms. *****: 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") regarding your loan. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint. Based on the information in your complaint and our research, it appears that there may have been a system issue processing your payment plan. Due to this inconvenience, ACE is waiving the fees on the loan. Please contact ACE's Customer Care Team at ************** to make arrangements to pay the principal of the loan. Sincerely, Compliance Department Populus Financial Group, Inc.

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service 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 went into the McMinnville Oregon store to cash a check and the management came out and accused me of stealing the check and writing it out myself really put me through an embarrassment and was very untrue it was a legit check she accused threatened to call the cops on me because the biting was similar so she thought I wrote out the check myself and I stoled it I think it's very bad business and I think that she should be penalized for it actually I may file a complaint through the courts

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/11/02) */ Dear Ms. ******: Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you filed with the Better Business Bureau regarding a check cashing transaction. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint. Based on the information in your complaint and our research, we determined that the ACE employee(s) who assisted you followed ACE check cashing guidelines and service protocols. We apologize for any inconvenience you experienced, and we look forward to serving your financial needs in the future. Sincerely, Compliance Department Populus Financial Group, Inc.

• Initial Complaint

  Date:10/12/2022

  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.

  I got a $300.00 payday loan on 10/7/2022 due on 10/21/2022. I went to pay my car insurance today 10/12/2022 and my bank was overdrawn I went to the bank and they said Ace cash express has a withdrawal from my account for 300.00. I called them and explained it is not due until 10/21/2022 and they had no authorization to take money out earlier. I was told someone would contact me in a few days. Meanwhile my account is overdrawn and I can't pay my car insurance. How is this legal they charge me $45.00 for a two week loan when in fact it's only been 6 days. I am so mad right now and feel I was robbed by this corporation.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/26) */ Dear Ms. *****: Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you sent to the Better Business Bureau. After researching your complaint, ACE found that you originated an in-store loan on October 7, 2022, for $300.00, including interest and fees. ACE's records do not indicate any payment was made on that loan until the loan's due date of October 21, 2022. If you believe a payment was taken earlier than October 21, 2022, please send a bank statement showing the debit on an earlier date and include the ending balance so ACE may investigate further. You may send the bank statement to ********************** and reference loan *************. Our records also reflect that you originated a new loan on October 21, 2022. Please contact us if you have any additional questions. Respectfully, Compliance Department Populus Financial Group, Inc.

• Initial Complaint

  Date:10/06/2022

  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.

  10/3/2022 A loan of $300 was provided to someone else by the institute utilizing my personal information. They did not follow the right steps/process to protect my personal information. They provided a loan without verifying any information and is link to my account. They refuse to give me any information. There is an open investigation since it might be an inside job. I will like for them to delete all my personal information from there systems since it has been compromised. Due to their failure of following their policy procedure I had to close all my accounts and file a police report. They reassure the client that all the information is confidential and to trust the systems in place. I would like to report the lack of professionalism. My identity has been stolen and the company has not solved this. They are trying to cover this situation.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 10, 2022/10/24) */ Dear Ms. *****, Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you sent to the Better Business Bureau. An investigation found that a loan was originated for a total amount of $300.00 at an ACE store on October 3, 2022. If you believe this to be a fraudulent transaction, please submit a policy report and either (1) an executed affidavit of fraud or (2) a completed FTC Identity Theft Report to the following address. ACE Cash Express Attn: Compliance ***************************************************** In the state of California, you may submit a request to delete your personal information by calling ************** or by visiting ********************** and clicking on the California Privacy Requests link located in the footer. ACE takes these claims very seriously and we empathize with you for the inconvenience you are experiencing. If you have any questions, please feel free to contact ACE's Compliance Department. Respectfully, Compliance Department Populus Financial Group, Inc.