ComplaintsforACE Cash Express

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have never done any business with ACE cash express, I paid a landscaper to do some work with a check and the landscaper committed fraud against me and attempted double presentment by depositing through mobile deposit which I had no idea of. he then went to cash express and was able to cash the check and walk away with cash from them. My banking institution was presented this check only once and the payment was issued to the bank that presented it which was not ACE cash express. I received a letter from ACE cash express stating the check was returned and I needed to submit full payment in the amount of 1515.00. I then received a second letter stating that I needed to remit payment to them in this amount. The money for this check that was double presented has been issued for this check. again, the payment was issued to the only bank requesting payment. ACE cash express has not attempted to contact the guy who did the double presentment and has only come after me for money that I have already paid out. each time I have talked to them on the phone, they have been extremely rude about this matter in the attempts I have made to help them solve this problem, which is something they should be handling through the banking institution. they just scream about holder in due course. I have talked to an attorney and I will be also sending a dispute letter which I was promptly told I couldn't dispute by ACE Cash express even though it says on the letter they sent me I can dispute in writing. My biggest question is how can this even be legal for them to come after me for writing a check that I paid for as it shows in my statement as well as the multiple times I have talked to my bank.

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2021/12/31) */ 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. We understand from the complaint that you have received collection letters from ACE regarding a check drawn on your account. 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 you and 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 drawee bank due to second remittance. Since ACE received the physical item, it is a holder in due course and may enforce the check against you as the maker. If you would like to make a payment on this item, please call our automated phone system by calling 866-245-8961. Sincerely, Compliance Department Populus Financial Group, Inc.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been getting repeated and harassing emails about a pay loan i supposedly took out for $300.00 which has now grown to over $900.00. The company is Ace Cash Services and says they are with Ace Cash Express. Their emails are threatening to file lawsuit, court, freeze accounts, many others. The last email i got was tonight (12-6-21) with threats of not responding and action. The email included a phone number (347-584-5584) with no address listed at all. When i responded to a prior one asking for date of loan, no response then an email shows up with a settlement amount but no documentation and the email showed the last four digits of my social. Just want some answers and a stop to this.

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/12/09) */ 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. We believe the entity about which you are complaining is Ace Cash Services, not ACE. Ace Cash Services is not affiliated with ACE in any way. Based on the information provided in your complaint, you do not have any pending collection items with ACE. ACE has not contacted you. The email(s) you received was not from an ACE representative or any person acting on ACE's 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 New York Attorney General's Office. 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 Consumer Response /* (2000, 7, 2021/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used ACE Cash Express due to financial shortfall. I owed a final payment on 11/1. I logged on to the website on Sunday, 10/31 to make my final payment of what I thought would be approximately $597. The online Payment Center would not accept my social security number & other information for payment. On Monday, I called and was transferred to the payment center. The balance was much higher; close to $900. I called the store back asking how the balance increased so much. According to their payment schedule, my payment should have been 597. I have in WRITING, 11/02/2021: $597.27. I did not pay it then as I still had questions. On 11/2 I called the store to go ahead and make payment. After two attempts no one answered the phone. The website was still not accepting my payment. On 11/3 I entered the store on MacArthur Blvd and was told my balance was over $1172. I am extremely angry as this causes more financial burden than before. I WANT REIMBURSEMENT/REFUND OF APPROXIMATELY $574.73. Their payment options - by phone and online were not allowing me to pay which increased the daily fees. I demand reimbursement of this amount.

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/11/19) */ Dear Ms. **************: Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") has received a copy of the complaint you filed with the Better Business Bureau. An investigation found that you originated an installment loan for $1,500.00 at an ACE location on July 3, 2021. The payment schedule on your loan documents states that the final payment for your loan was to be due on December 2, 2021. Our records show that you made two separate payments on November 3, 2021, which paid off your loan in full. The amount of these payments included the installment that was due on November 2, 2021, the installment scheduled to be due on December 2, 2021, and a discount for interest that had yet to accrue. Based on our investigation, you did not overpay for your loan and the store associate handled the payoff appropriately. Should you have any additional questions, please feel free to contact ACE. Respectfully, Compliance Department Populus Financial Group, Inc. d/b/a ACE Cash Express

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Got a loan in the middle of Sept, & on 10/04/21, made a payment of $505.85 in a local location in San Antonio. I later received a few emails saying thank you for paying your loan off. The amount credited in the payment emails say that I paid $419.11. THIS IS A DISCREPANCY OF $86.74. Called the store & associate Olivia told me that she cannot help me & I have to call customer service bc she can't see internet loans in the store locations. I was able to get approved online & the loan was funded in the store & I received $400 from the actual store. So you're telling me she can see the amount to give me cash but can't see the amount that I have to pay back? Really! When I called customer service they told me to email. I emailed & was told to call bc they couldn't help me. Called back & was told to email & the InternetOps department would put a note on the account w/their response. I tried it again & I emailed a copy of the receipt for the payment of $505.84 & screenshots of the emails that show the amount of $419.11, like they asked. Called customer service back & they told me there was a response saying, " the only amount withdrawn from your account was $419.11". Um HELLO! I paid cash, nothing was taken from my account. The supervisor then engages in a back & forth w/me saying that money was indeed drafted from my bank. I know it wasn't bc I paid cash, I have the receipts to show. If they took money from my bank then I need that back also. Finally a supervisor @ corporate called me & told me that they weren't going to give me back my money bc, I paid the correct amount. She said when I cancelled the payment online & the website didn't recognize it was cancelled, so that is why the email said a different amount. Then she told me that, I cancelled on 9/30 & bc I didn't come in until 10/4, that I was charged $86.74 in fees for cancelling and paying 4 days later! Something is off, I still feel ripped off & explanations change every time I talk to them!

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/11/17) */ Dear Ms. *******: Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") has received a copy of the complaint you filed with the Better Business Bureau. An investigation found that you originated a loan for $400.00 through ACE's website on September 16, 2021. According to our records, you made a payment of $505.85 on October 4, 2021. This payment paid off your loan in full and left a $0.00 balance. If you believe that you overpaid and are owed a refund, ACE would need additional documentation, such as copies of the emails showing the amount paid, bank statements showing any additional withdrawals, or receipts from the payoff evidencing the amount you paid. Should you have any additional questions, please feel free to contact ACE. Respectfully, Compliance Department Populus Financial Group, Inc. d/b/a ACE Cash Express Consumer Response /* (3000, 7, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided all of the documentation that they are asking for in their response in the initial complaint. Did they not see that....AGAIN, nothing was taken from my bank so I DO NOT NEED TO PROVIDE BANK STATMENTS. I provided the receipt that says I paid $505 and I provided the email that shows them saying I paid $419. So, they don't need anymore documents to prove that I overpaid!! Really!! A multi-million dollar company is over charging and going back and forth with a customer about an $84 over payment!? Business Response /* (4000, 9, 2021/11/23) */ Dear Ms. *******: Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") has received a copy of the rebuttal complaint you filed with the Better Business Bureau. Thank you for providing the copy of your receipt and the email with the final payoff information. Upon further investigation, we have determined why the receipt and the payoff email show different amounts. The first payment for your loan was due on September 30, 2021. Because you made your first payment for the loan on October 4, 2021, our system applied a portion of your $505.85 payment to the amount due on September 30. The remaining balance of your loan after applying this portion to the September 30 amount due was $409.11. This remainder was used to pay off your loan in full as was evidenced in the payoff email you received. Based on our investigation and explanation above, we consider this matter fully addressed. Respectfully, Compliance Department Populus Financial Group, Inc. d/b/a ACE Cash Express Consumer Response /* (4200, 11, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) It bogus, I get a different explanation every single time I refute what they say...same thing happened on the phone when I called. Why do you keep coming up with all these different explanations after the fact?? Shady, definitely proves they are in the wrong. I WILL NEVER EVER USE THEM AGAIN! And will tell every single person I know...

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to cash my companies check at Ace in Tucson Arizona that I've been cashing for eight years at the bank so I worked late I tried to cash it there they said no they literally told me visa escalated the situation that they wouldn't cash my check because somethings came up fraudulently when I've been cashing the same check at national Bank of Arizona for over eight ******* years and then they put my name as a red flag so they have to call like some number they treated me like if I was some criminal or something for a regular check a payroll check and then they said I had that I owe them money but there was no balance due it was some ******** I don't even know what the **** you're talking about you're the worst company in the ******* ruled don't ever go to those ******* piece of ****

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/11/10) */ 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. Based on the information provided in your complaint, we understand that you attempted to cash a third-party check at an ACE location but were unable to complete the transaction. ACE reviewed your situation and determined that the ACE employee followed ACE check cashing procedures but ultimately could not cash the check. We apologize that we were not able to facilitate this transaction for you. ACE takes consumer feedback seriously, and we appreciate the opportunity to respond to your complaint. We apologize for any inconvenience this may have caused and hope to be able to serve your financial needs in the future. Sincerely, Compliance Department Populus Financial Group, Inc.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This person Mark W******* has been calling me from a company called Ace Cash Express, harassing's me about some money I never received. He has called from different numbers as I block him an tell him he has the wrong number.

  Business response

  12/29/2021

  Business Response /* (1000, 5, 2021/11/04) */ 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. Based on the information provided in your complaint, our research shows you originated a loan on November 22, 2019. Your February 25, 2020, payment returned, and your account went into default. On June 26, 2020, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to Debt Management Partners ("DMP") with a balance of $663.38 at the time of sale. ACE ceased all collection activity in connection with your account when it was sold to DMP. Any collection activity following the sale of your account was not conducted by ACE representatives or on ACE's behalf. ACE received a communication from DMP's agency "Metacorp" indicating they have not been able to explain the loan details with you. If you would like additional information, please contact the debt buyer directly at: Debt Management Partners, LLC 200 John James Audubon Parkway, Suite 102 Amherst, NY 14228 (800) 883-9067 If you did not originate this loan, please provide ACE a copy of a police report and either (1) complete and return the enclosed affidavit of fraud or (2) complete the FTC Identity Theft Report, which is available at www.identitytheft.gov, and return a copy of it to us at the address below. ACE Cash Express Attn: Compliance 300 E. John Carpenter Freeway Suite 900 Irving, TX 75062

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Against my better judgment I took out a loan with ACE to cover medical bills. However; the fees are astronomical and I cannot afford to pay them. I've emailed them to see if they will accept a settlement but they have not responded. They've sent reminder emails but didn't respond to my written communication. I am low on funds but I have $150 aside as a one time settlement to settle the account in full. If you accept, I will go online to the portal and pay the amount. Please let me know if you will accept to close this out so that I can move on with my life.

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/10/29) */ Dear Mr. ********: Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") has received a copy of the complaint you filed with the Better Business Bureau. An investigation found that you originated a loan for a total amount of $500.00 on ACE's website. The loan was originated on July 12, 2021. Your July 28, 2021 payment returned and your account went into default. Based on your complaint, you wish to make an offer to settle your account. Please contact our Collections department to discuss a potential settlement by calling (XXX) XXX-XXXX. Should you have any additional questions, please feel free to contact ACE. Respectfully, Compliance Department Populus Financial Group, Inc. d/b/a ACE Cash Express

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to the Ace Cash Express #9409 in order to cash 2 money orders. I was told by the employee ( Eureka) that all new customers had to enroll in the Flare card account and that there was a monthly fee of $5.99. I stated several times that I did not want to open up an account and she continued to state that all new customers had to have the card, but that I didn't have to use it. I continued to say that the rule made no sense and that I didn't want to open an account and that I didn't want the card. Once I was given my money from my money order, Ms.Eureka again tried handing me the card. I slid the card back through the window and told her that I did not want it. Ms.Eureka then stated that she would shred the card. After leaving the store, I noticed from my receipt that I had been charged several different fees and one being an enrollment fee. Ms. Eureka had opened up the account in my name anyway, although I had stated several times that I did not want to open an account.

  Business response

  12/15/2021

  Business Response /* (1000, 9, 2021/10/27) */ 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. Based on the information provided in the complaint, our research shows that you cashed two money orders on October 6, 2021. We also determined that a Flare card transaction occurred that same day. We take matters such as these very seriously. As such, this matter has been addressed with the associate handling this transaction. Please know that while ACE serves only as a retailer of NetSpend debit cards, we are working with NetSpend to facilitate the refund of your funds and any fees associated with the transaction. Should we have any questions, a representative of ACE or NetSpend will reach out to you directly. Sincerely, Compliance Department Populus Financial Group, Inc. d/b/a ACE Cash Express

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wrote a check to my fiancé to place into his account I spoke with 3 reps on 9/3/21 who told me THEY WERE NOT CASHING THE CHECK. Yet, someone by the name of Andrea is harassing me calling me EVERYDAY stating I stopped payment on a check, when they stated they were not cashing it. If they still proceeded to cash a check AFTERWARDS that is illegal when I spoke to the reps who stated they were not cashing it.

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/10/08) */ 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. ACE conducted an investigation but was unable to conclusively identify the transaction referenced in your complaint based on the information you provided. Please provide the check number and any additional information that is available, including but not limited to the amount of the check, the payee, and the transaction date, so we may further research your complaint. Please do not hesitate to contact us if you have any additional questions or concerns. Sincerely, Compliance Department Populus Financial Group, Inc. Consumer Response /* (3000, 7, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's becoming very much fraud. For your employees to still cash a check, after saying they weren't. Then there is one for $1300 on 8/28/21 check # 105 idk where that even came from because I spoke to no one, it's not even in my bank of it being denied. & the check where employees told me they were not cashing, as I spoke with plenty employees was check # 126 for $1400. Then for Andrea, to call me saying why do I cancel the check? Why would I stop paying on a check that's dumb. So I have no desires to speak with her being falsely accused when they were not supposed to cash the check Business Response /* (4000, 9, 2021/10/21) */ Dear Ms. *****: 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 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've identified two checks drawn on an account held in your name that were presented by the same payee with no restrictive endorsement on either item. The payee received cash in exchange for the checks, which were both subsequently returned to ACE unpaid by the drawee bank due to non-sufficient funds and a stop payment order on check numbers 105 and 126, respectively. Since ACE received the physical items and is a holder in due course, we may enforce the checks against you as the maker. If you would like to make a payment on these items, please call XXX-XXX-XXXX. Sincerely, Compliance Department Populus Financial Group, Inc.

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a letter stating that I had applied for a cash advance loan and was being offered a loan in an amount of $1130. I have never applied for a loan with, nor had any contact or communications with ACE Cash Express. I contacted the company at XXX-XXX-XXXX to inquire and to report to them that any application in my name was fraud. They refused to give me any information on the loan. I submitted a copy of the letter I received to their "Fraud" department and that department responded with an email that referenced an Application #XXXXXXXX. I have requested a copy of that application and all supporting documentation but did not receive any information. This company is involved in identity theft. The company said they used my credit score from FactorTrust. I contacted FactorTrust and they did not have any information on me using my personal information.

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/09/17) */*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. **An investigation found that a loan was originated using your information on ACE's website. The loan was originated on 08/17/2021. We have flagged the loan in our system as fraudulent and you should not receive any communications attempting to collect on the loan. Further, we have flagged your information in the system so that any future attempts to originate a loan using your information will fail.**A member of our Customer Care Team left you a voicemail regarding removal of any credit inquiries on your file as a result of this fraudulent activity. Please do not hesitate to contact them if you have any further questions or concerns.**Respectfully,*** Compliance Department *Populus Financial Group, Inc. ***Consumer Response /* (2000, 7, 2021/09/20) */*(The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩