Business Profile

Payday Loans

ACE Cash Express

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

186 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

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Submit a Complaint

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:05/17/2025
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 wanted an Money order ***** said I had to withdraw the monies first, so I slide my card and punch in my pin the transaction goes through,then the ***** lady claims it failed due to a connection time out from card server. She said let's try again so I agree and the same thing happened! I leave there and try and go to a bank ATM and the transaction is denied for low funds, I look at my ledger and the ****** was withdrawan from my card it happened on a Friday so I figured that by Monday it would bounce back nothing may 2 is the day it happened and by the 5th I was calling to ask about my money I was told to call customer service. I called and opened a claim the manager was supposed to call me back instead she has ***** to call me to tell me I need to bring in a bank statement and so I call the card issuer and they have no way to reverse it because it doesn't have a way to refund when the merchant deducted the money. So I get my account details mailed to me 5-7 days will be the wait time for the account info . So I get it a week later and take it into ace for them to email it to her district manager and she would get back to me in ***** hours well today was 72nd hour and I had to call to ask them about the follow up and I was given to the agent ***** again not even the district manager, to be told the investigation is over and I need to call my card issuer, so I call them and speak to the manger and she stated that only in the instance of skimming or stealing can they get the funds back because the card only gets funded when an electronic fund is scheduled and there are no was to reverse the fund because it doesn't have anyway to do so and that I need to call the customer service again and file a request to have it investigated by billing ,make a police report and follow up with them if no response in 24 48 banking hours are exceeded. Today may 16 2025 I opened another claim to have investigated. I was also asked to send in my statement to customer service.
Business Response
Date: 05/30/2025
Dear Ms.*****:

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 attempted to purchase a money order at center #**** for $615.38 but the transaction timed out. ACE verified with center #**** and there was no overage that day. ACE did receive your bank statement, however, this was likely a pending debit since, as stated, there was no overage at the center.

The bank statement you previously provided did not reflect an end of the month balance. If you believe the pending debit was not corrected, please provide an updated bank statement to ********************************************************* so we can further investigate your complaint.

We apologize for any inconvenience you have experienced and look forward to resolving this matter with you.

Respectfully,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:05/16/2025
Type:Billing Issues
Status:
ResolvedMore 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.
We have had to complain about the company before. We were receiving junk mail from one of their offices in **********. Now, we are receiving it from ******, **. TAKE THIS ADDRESS OUT OF YOUR COMPUTERS AND NEVER SEND ANYMORE MAIL HERE TO ANY NAME FOR ANY REASON. DO YOU UNDERSTAND? BECAUSE IF THIS CONTINUES, I AM GOING TO ASK THE ************************************************* AND ANY OTHER STATE AND/OR FEDERAL AGENCY TO INVESTIGATE YOU.
Business Response
Date: 05/30/2025
Dear Mr. ************************************ d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau (BBB). We take feedback such as this seriously and we appreciate the opportunity to respond to your complaint.

Based on the information in your complaint and our records, we have removed your contact information from any future customer marketing and engagement programs.

We regret any inconvenience this has caused you, and we look forward to serving your financial needs in the future.Should you have any questions, please contact ACE at **************.

Sincerely,

Compliance Department
Populus Financial Group, ***
Customer Answer
Date: 05/31/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/15/2025
Type:Billing Issues
Status:
ResolvedMore 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 March 5 2025, I paid off an outstanding loan with Ace Cash Express. On March 7, 2025 an installment payment was also made on this Ace account. Every time I have called Ace to get an update I am told you have to wait for a response from corporate. It's been over two months how much time do they really need to see the account balance was paid in full and they took additional funds. If you don't pay, their hounding you, but if you want a refund you get no response. Please help me.
Business Response
Date: 05/29/2025
Dear Ms. *************************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint 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.

Our research shows that you originated an online loan at *** on 12/5/2024. On 3/5/2025, you made two payments, each in the amount of $786.76. The two payments were successfully processed but were not posted to your account. On that same day, ACE received a request to refund one of those payments, which was approved and refunded back to the debit card that was used to make the payments. On 3/6/2025, *** received a payment of $90.24 for the installment payment that was scheduled on your account. *** then received a request for a refund of the $90.24 since your account had been paid in full. *** has initiated the refund of the $90.24 to the bank account that we have on file for your account. *** attempted to call you to notify you of this refund and left a voicemail for you on 5/28/2025.

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 Answer
Date: 06/05/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 been diligent in keeping up with my payment arrangement I sent up with them and through out this situation I have been in communication if I ran into an issue and for the most part that has been fine however multiple times they have sent past due notices when I was not past due and I was told this wouldnt happen again well it did I made my payment on time on 4/18/2025 and they still sent an email again which I am providing a screenshot of and the payment arrangement my next payment isnt due till May 2 2025 why am I continuing to get these notices when they are false and misleading
Customer Answer
Date: 05/05/2025
I just got another past due notice I am and I made my payments on time this is really upsetting me
Business Response
Date: 05/12/2025
Dear Ms. *************************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint 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.

Our records indicate that you originated an online loan at *** on 12/26/2024. On 2/28/2025,you called ACE to set up payment arrangements. You subsequently called ACE on 3/29/2025 to notify us that you would not be able to make the payment scheduled for 3/29/2025 and asked to revise your existing payment arrangements. On 4/17/2025,you called ACE to ask why you were receiving past due notices after you had already set up payment arrangements to resolve the remaining balance on your account.

The past due notices were sent to you after setting up your payment arrangements because the payment scheduled for 3/29/2025 was not made. We are in the process of modifying our system to change the cadence for the past due notices for modified payment arrangements. Due to this issue, ACE is going to waive the remaining balance of $63.57 on your account.

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 Answer
Date: 05/12/2025
I have reviewed the business response and accept this resolution.
Customer Answer
Date: 05/16/2025
I went to try and apply for a loan and it said I had a bad history or something? Could someone explain that to me
Customer Answer
Date: 05/17/2025
Please reopen complaint they are reporting my account as delinquent or past due when I go to apply which is false
Customer Answer
Date: 05/17/2025
Please reopen complaint they are reporting my account as delinquent or past due when I go to apply which is false
Customer Answer
Date: 05/20/2025
I rejected the response due to the result of applying for a loan and getting that message that I was delinquent when I was not and was paying on that balance
Business Response
Date: 05/29/2025
Dear Ms. *************************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your loan applications. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.

After researching your complaint, ACE found that after waiving the remaining balance of $63.57 from your previous loan, our system still had a flag set from the previous collections item. We have manually rectified this issue, and you are welcome to submit an application for the product that aligns with your needs.

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 Answer
Date: 05/29/2025
I have reviewed the business response and accept this resolution. I appreciate the time and energy put into this matter
Initial Complaint
Date:04/14/2025
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 March 28th 2025 my Ace loan was taken out of my account balance and on the same day the bank returned it back. I seen the money come out of my balance and then credited it back. This happened again back in February. I contacted my back and was told the system automatically returned the funds. I have been rejected ever since. The Problem: there is no information on how to fix my borrowing relationship with them. When you call the agents are trained to say they have no information. I have never not paid besides these two out of the blue payment reversals. This is the message I get when I apply now Thank you for your application for credit services at ACE Cash Express. Your request for credit services was carefully considered and we regret that we are unable to approve your application at this time for the following reasons:?Poor loan performance with us. I feel this is an unfair. I have no real explanation on why I am being treated as if I have an actual poor relationship. The returns are not due to me actually not paying. Its been the banking system returning my payment automatically. Also I called right away when I seen it return. But I get labeled as having a poor relationship due to money being returned automatically? I have noticed it happens when the amount is 1300 plus. I feel I do not deserve to have my long standing relationship shut down due to errors that was not my doing. So I have to be labeled as having a poor loan performance? I have no ability to know exactly why, and have not been provided any way to fix it? I feel this is unfair.
Business Response
Date: 05/09/2025
Dear Mr. ************************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint 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.

Our research shows that you originated a loan at *** on 3/22/2025. On 3/26/2025,you contacted ACE to request a cancellation of the loan, which was processed on 3/27/2025. When ACE attempted to retrieve the loan proceeds from your bank account, your bank rejected this action, and the *** returned as insufficient funds. This triggered a $30 insufficient funds fee and moved your account to **** ********************** with a balance of $1330. On 3/31/2025, you called the ********************** to pay your balance in full and received an email confirmation of the received payment and account status in good standing.

Our records indicate that your most recent loan applications, dating from 4/8/2025 to 4/23/2025, have been denied due to poor loan performance with ACE. These denials are due to the performance of your previous loans at ****

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 Answer
Date: 05/09/2025
I am rejecting this response because: The issue was not on my end it was the banks error. Why did they not add in the fact that I called immediately when I seen it was being rejected. When I called it was still so early that it was not reporting in their system. They also failed to mention that the reason for the delayed payment was due to the returned money pending. I could not pay Ace back the same day I seen it returning because it was processing at my bank and not showing returned on their end. I was nothing but honest and provided them my concerns before it showed in their system. I should not be punished due to a bank error. And also there is no way to explain it after the fact because there is no one to talk to about this. This is what makes this decision unfair. I could easily send a statement showing the money was there and its the banks fault for declining the transaction but there is no one to speak to about this, just a negative poor loan history note in my profile that declines all my loan requests and no information on how to fix it.
Initial Complaint
Date:03/07/2025
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.
Hi have a serious situation. I purchased a money order through ********* and I lost it. ********* return the money to me. ace check cashing is not releasing my cash refund. on top of that the loans and request for refund was done within 30 minutes The person I returned to to try to pick it up was the exact same cashier to renew because they initiative among a temporary ID defined by the state of California as that one and a reference number it's just the refund display rent and they were playing with that I really don't know what to do. An agent suggested I reach out to you or if they still failed to comply and I need to contact the finance consumer protection please assist me and getting them to refund my money I mean it's ridiculous.
Business Response
Date: 04/11/2025
Dear Mr. **************************************** d/b/a ACE Cash Express (ACE) received a copy of the email you sent to the Better Business Bureau

ACE serves only as an agent of MoneyGram. ACE forwarded your complaint to MoneyGram for review and response.

            MoneyGram has informed ACE that you received your refund on March 9, 2025 at ******** ******** dba Northgate ******** Financial, LLC in **********, ***
            We apologize for any inconvenience you may have experienced.

Sincerely,

Compliance Department
                                                                        Populus Financial Group, ***
Initial Complaint
Date:02/13/2025
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.
I bought a money order to pay my IRS payment arrangement. The money order was returned because its deemed not an acceptable payment. The dollar amount has faded. I just want my money refunded or an acceptable money order to pay my IRS arrangement. I have all supporting documents. The employee at ********************************************** News VA was beyond pretentious and just straight out rude.
Customer Answer
Date: 02/18/2025
I had to go on the moneyGram website to replace the money order myself. No one on the phone could help me when I called MoneyGram. When I went to enter my information to replace the money order Im being charged an additional $25 for a processing fee for something that I had no control over. This is ridiculous saying now Im short $25 on the payment that I originally sent.
Business Response
Date: 03/20/2025
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 (BBB).

ACE does not disclose information to unauthorized third parties. If you have Power of Attorney for the consumer identified in the money order, please provide the document so we may review.

Sincerely,

Compliance Department
ACE Cash Express
Initial Complaint
Date:02/10/2025
Type:Order 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 went in to get a payday loan and instead was met with an installment loan issue I feel as if I have been discriminated against because I did not ask for that but was given that as the only option. The employee did not ask me if I wanted to use another option I told the employee I wanted only a payday loan and not an installment loan. I've been on my job two and a half years and I make a decent amount of money so there's no reason I should have been denied credit for a payday loan. From another customer I was told they only need work history not a certain credit score which is what I was told by the employee and as for this reason why I feel I've been discriminated against solely because I'm a black man
Business Response
Date: 02/24/2025
Dear Mr. *************************************** d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau regarding a loan application. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.

After researching your complaint, ACE found that you went to an ACE location and applied for credit services on 2/7/2025 and your application was denied. In your complaint,you indicated that you were attempting to apply for a payday loan, and that you were only provided the option of an installment loan. The ACE location where you submitted your application only offers an installment loan product, which is why another product was not offered. There are different products available online at ********************************** are welcome to submit an online application if the products there are more aligned with your needs.

All credit applications at ACE are processed through the system, and the system makes the credit decision pursuant to standard underwriting criteria. Store employees do not make credit decisions. The reasons the system denied your application were listed on the Notice of Adverse Action (****) provided to you at the time of the denial. The items impacting your credit score are also listed on the **** and were provided directly from ***********. If you believe those reasons to be inaccurate, you may contact FactorTrust.

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.
Initial Complaint
Date:02/07/2025
Type:Sales and Advertising 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 an account with ace ********************** and they canceled my account with money in the account they said they sent a check but I never recieved it now they are not taking my calls and hanging up when I call back. I just want my money they have in the account
Business Response
Date: 02/21/2025
Dear Mr. **************** understand you have been in contact with ******** regarding your complaint.******** has advised that a check was issued and mailed to your new address.

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 ************ between 8:00 AM and 8:00 PM CDT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:01/30/2025
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've been in touch with customer service and higher level representatives such as ****** and nothing has been resolved. They're manipulating numbers and siphoning money from my account. Over the past few days it's over 300 dollars have been siphoned by bank fraud on the part of the institution. Unfortunately they're upper level management doesn't care about this ethical dilemma. Over the past few months they have siphoned over 600 dollars from my account. I know that the good people in this nation are better than they're showing. And believe me I would stake my life on that fact! Thank you, ***** **** and Skysky
Business Response
Date: 02/13/2025
Dear Ms. *********************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau. 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 ******** reviewed the ten dispute claims that you opened between 7/24/2024 and 1/21/2025 and contacted you on 2/3/2025 to discuss them. On this call, we understand that you declined the option to review the status of each dispute claim and also declined to provide specific details about the possible errors that occurred on your account.

In order to resolve any unauthorized transactions or billing errors on your account, you will need to contact ********* customer service team at **************.

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 ************ between 8:00 AM and 8:00 PM CT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.

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ACE Cash Express is NOT a BBB Accredited Business.