ComplaintsforACE Cash Express

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company refuses to help me get into an old account because I did not information from a bank account I have not used in about 10 years, was told I needed to go into a branch and when asked where *** stated I can find that online.. there is no branch near me

  Business response

  05/09/2024

  Dear ****************:
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau.
  
  We are unable to discern from your complaint the issue(s) you would like ACE to address.
  
  To better serve you, please provide further details about your complaint and any other information that *** help ACE research your complaint. 
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

  Customer response

  05/22/2024

  Company now refuses to lend to me, claims I have poor performance with them when I have never had a loan from them. Advised to contact the 800 number for more information but cannot get a person

  Business response

  06/10/2024

  Dear ****************:
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau.
  
  We apologize that you did not have a satisfactory loan application experience. Our system makes all credit decisions pursuant to our standard underwriting criteria. You are welcome to reapply at any time, and we hope to have the opportunity to help assist you in the future.
  
  Please let us know if we can be of any further assistance to you.
  
  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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company Ace Cash Express was supposed to loan Me $5,000 but they had some conditions that was supposed to help raise my credit score that they wanted me to do. And having never done an online loan before I had no idea what this was so I did it and they deposited $2,500 and I was supposed to go by so many ******* cards and give them the information. All of this came to the amount of $7,700 which was all fraudulent and now my bank says I owe that back to them and I want them to actually give me the cash to put back into my bank.

  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 regarding a loan. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.
  
  Based on the information provided in your complaint and our research, we have determined that the communications you received were not from ACE. We do not engage in or condone the business practices described in your complaint. Since the communications you received were not from an ACE representative or any person acting on ACEs behalf, it appears the communications were likely part of a scam.
  
  We realize scams are a serious issue. In an effort to inform and educate consumers, ACE provides information on our website describing various scams and steps consumers can take to protect themselves from scams. This information can be found at the following web address:www.acecashexpress.com/protect-yourself-from-scams/.
  
  We also strive to stop scammers who use email as a vehicle to conduct their scams. To help us take further action to stop these scammers, please forward a copy of the email communications you received, along with the scammers email address, to ******************************************* Please include your name and Reference Number ******** in the subject line of your email. Should you have any questions about this process, you may call ACE **************** at ************.  
  
  You should report any further communications of this type to the consumer protection section of your states ************************* You should include any communications and/or copies of any emails received and anycall recordings you have.
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive recently applied for payday loans and right after I make a payment with my debit card I start getting fraud charges from other stuff and this only happens as soon as I make a payment to Ace cash express. Happened to me a couple of times already.

  Business response

  04/03/2024

  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. 

  
  ACE found that you originated an online loan (loan *************) on March 2, 2024, which was paid in full by ACH, not debit card, on March 15, 2024. As of the date of this letter, you have an open loan (loan *************) with ACE that was originated on March 25, 2024, and is due on April 5, 2024. Your open loan was funded through ACEs Instant Funding to a debit card option. ACE does not sell or share your debit card information when you use the Instant Funding option or make a payment. Also, ACE has not received notice of any fraudulent activity from its debit card processor.

  
  We apologize for any inconvenience, but please contact your bank to discuss any fraudulent charges.
  
  
  
  Respectfully,
  
  
  Compliance Department        
  Populus Financial Group, Inc. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been charged 2 separate $20 overdraft fees today and the fees shouldn't been removed from my account. Today I have had so many issues trying to deposit a check on their ace flare app today. It kept showing me an error message. It eventually got to the point where the app wouldnt even load up. I called these people today and one rep told me to call ingo money to find out why I wasnt able to deposit the check on the ace website. I called that company twice and the wait was excessive! I was trying to avoid being charged in store to cash the check and deposit thefunds into my flare account but I ended up having to do that anyway! The deposit I made was enough to cover bother transactions that had a pending overdraft fee! Once I made the deposit I immediately went online to the Ace Flare website and it clearly showed both $20 overdraft fees were still pending!. As a matter of fact one of the fees stayed pending the entire weekend and that transaction had been covered already. I check my account again just now and both the 2 fees have been posted to my account! My account shouldnt be negative $37 it should be maybe negative $8. These fees needs to be removed! Due to there unstable website and app giving errors and giving information showing the fees were still pending is what i went by! I shouldnt be charged this $40. Refund my money immediately please!

  Business response

  04/23/2024

  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.
  
  We understand that you contacted Netspend on 3/3/2024 regarding this matter and they explained how the overdraft service works. It is also our understanding that on 3/14/2024 Netspend refunded three $20.00 overdraft fees previously charged to your account as a one-time courtesy and that this matter is now 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 5:00 PM CT, Monday through Friday. 
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was broken into in my card was stolen, which led to unauthorized charges. I filed a complaint with my bank and the next day my account was closed for no reason. Then I was told I wouldnt be refunded even though I didnt make those charges and they said no issues were found again even though I didnt make those charges and have a police report as my car was broken into it took me three weeks to even get a reply from the customer Service to whats going on or get any type of help and then when I finally got somebody, they gave me an attitude and was forcing me to try to talk in pull documents app while I was driving. I have every recorded phone call with every agent that Ive talk to which is a multitude as I kept getting the runaround for three weeks, and I still have not received help as they keep saying they made their decision and no issues were found but again if I didnt make these charges, how are you? No issues found it makes no sense and I have a police report.

  Business response

  04/10/2024

  April 10, 2024
  ******************
  ************************************
  **********, ** 43054
  
  VIA: BBB Portal Only
  
  RE: BBB Case Number: 21357854
  
  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 Flare account. Based on the description in your complaint, *** believes your complaint is with ********, not ACE, since they are the program manager for your Porte account. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns immediately to Netspend.
  
  We understand ******** has two open claims with their dispute management team and that they have been communicating with you regarding your disputes. 
  
  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 CST,Monday through Friday. 
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/20/24 was called by ***************************** returned her call talked to a ********* she was very rude called me fraud told me I called two checks I explained to her I didn't agree said I did I till a picture then went and called the check again I was angry told her I have never done anything like that again explained what I did that day she said they will be collecting and they are taking to the companies I worked for and I signed the check so I'm responsible for if the phone crying and called my work company to find it what was going on.. Called back a few days later it was not my fault was my companies. I asked for an apology and was told that will not happen. I've never been called a liar or a fraud before maybe the training calling ****** who already had beat medical things going on that day should be required

  Business response

  03/13/2024

  Dear **********************:
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (***) received a copy of your complaint 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.  
  
  Our research shows that you cashed a check at *** on 1/4/2024. The check returned from the bank on 1/9/2024 and came into our ********************** on 1/10/2024.
  
  Our records indicate that an *** representative spoke with the maker of the check on 2/1/2024, and the maker of the check informed *** that the check had already been cashed. On 2/21/2024, you called *** and were informed of what the maker of the check said regarding the status of the check. On 2/22/2024, the maker of the check called *** and indicated that a bank error was actually the cause of the check return. The *** representative told the maker of the check that they should reach out to you and apologize. The balance of the collection item was paid in store on 2/21/2024 in the amount of $598.40 (the face value of the check plus the return fee).
  
  *** does not condone or engage in the type of collection activity described in your complaint. While we conducted an internal investigation and could not substantiate the activity noted in your complaint, we take these allegations seriously and spoke with the employee you interacted with to ensure they are clear on our expectations.
  
  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 *** at *************.
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am writing you today my account was hacked today 2/22/24 and over 1400 dollars was taken off my card. I have been a customer with this company over 7 years never had this problem until I received my tax return. I went up to an ace check cashing place they was able to give me a temporary while I was there that card was hacked as well and money was taken off. Every time I call the customer service to dispute they can not fine no information on my account and keep telling me to call back and try again I ask to speak to a supervisor twice and was on hold for an hour both times. And they still cannot find my account my card number password was also change to my last 4 digits of my ssn. Transactions was done I. ******* I live in ************ ******* I would like this resolved I work hard for my money all year and never had this problem until today please can someone help my I also have my statements they send me every month to show I am a customer and was a loyal customer for over 7 years

  Business response

  03/12/2024

  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 unauthorized transactions on your ACE Flare account. Based on the description in your complaint, *** believes your complaint is with ********, not ACE, since they are the program manager for ACE branded card products. Nevertheless, *** takes these situations seriously and escalated your concerns to Netspend.
  
  We understand Netspend has been in contact with you regarding this matter. It is also our understanding Netspend resolved your concerns, and you are able to access the funds in your Flare account.
  
  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

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Two of my checks were stolen from the post office, copied, and fraudulently used to cash a series of checks between December 8 and December 12, 2023. The signature on the checks appears to be mine but the numbers have all been changed. Two of five checks were caught by Chase bank and stopped payment on. My account was closed immediately. However, a woman named ****** ******* (************ *** ****) from Ace Express tracked down my daughter and called her saying we were liable for the two stopped checks if we didn't sign an affidavit she had. We talked to Chase and they told us not to sign anything and that we were not at all liable and that the checks in fact had not even been endorsed and were obvious fraud. Since then ****** has sent us letters requiring payment. We have filed a police report about the stolen checks and talked to Chase multiple times but have been repeatedly warned not to communicate with Andrea. At this point it seems that Ace is harassing me for their own negligent practices of cashing checks that are not only clearly faked but also not endorsed or validated. We are working with Chase to get the money back on the three checks that slipped through, but would like some assurance that Ace will stop contacting me, an 86-year old woman, and demanding payment.

  Business response

  03/07/2024

  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. 

  After researching your complaint, ACE found that two of your checks were cashed by another individual at an ACE store. Your financial institution, JPMorgan Chase Bank NA, returned the checks on December 13, 2023. As a holder in due course, ACE may attempt to collect on a returned check from the maker or payee of the check. On December 15, 2023, after receiving notice that your checks were cashed fraudulently, your checks were notated as fraud in our system. ACE ceased collection activity against you on that date.
  
  ACE apologizes for any inconvenience you have experienced.
  
  
  Sincerely,
  
  
  Compliance Department
   ACE Cash Express 

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