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.

close

Find a Location

ACE Cash Express has 860 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ACE Cash Express

  300 E John Carpenter Fwy Suite 900 Irving, TX 75062

• 

  ACE Cash Express

  7621 South Pennsylvania Avenue Oklahoma City, OK 73159

• 

  ACE Cash Express

  929 E Main Ste 220 Puyallup, WA 98372-3116

• 

  ACE Cash Express

  7120 Pearl Road, Suite 109 Middleburg Heights, OH 44130

• 

  ACE Cash Express

  8116 Springboro Pike Miamisburg, OH 45342

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:08/10/2023

  Type:Product 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 8/3/23 I received an email from ACE CASH EXPRESS stating that I should pay the ****** to stop legal proceedings. The provided case #KIY8534146977 from the recovery team it also stated that I have a balance of 3****** and that I should contact ********************************* they didn't provide any names or addresses . I have never borrowed any money from this company I don't know who they are. I am a handicapped senior citizen and I believe this is some type of scam. I don't know how to get to the bottom of this so I'm requesting your assistance in getting in this matter. I would like for this company to stop sending me emails or harrassing me through emails because I don't know who this company is and I don't owe them any monies. Thank you for assistance in this matter.

  Business Response

  Date: 08/11/2023

  Dear Ms. ********************************************* ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau.
  
  Based on the information provided in your complaint, you do not have any pending collection items with ACE. *** has not contacted you. The email(s) you received was not from an ACE representative or any person acting on ACEs behalf.
  
  If the email(s) purported to be from ACE, this communication was likely part of a scam.
  
  We recommend you report any further communications of this type to the consumer protection section of the ******** ************************* You should include any communications and/or copies of any emails you received and any call recordings.
  
  
  Sincerely,
  
  Senior Compliance Analyst
  ACE Cash Express

  Customer Answer

  Date: 08/13/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/01/2023

  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 keep receiving the following email from this company but when I ask for a phone number to call back, they dont respond. They are threatening to garish my wages and said I could be arrested. If this is a legit debt I am willing to make payments, but I need more information and they are not providing it. Below is what they sent:Garnishment Notification and Arrest Notice LEGAL DEPARTMENT OF MAJOR CREDIT BUREAU Case file: AS-****** Loan Reminder/Debt Recovery Due Amount- $986.78 This letter is to notify you that we have received a Summons of Garnishment on your wages. This means that someone you owe money to has been awarded a judgment by the court for payment of the debt. The court has ordered us your employer to deduct 25% percent of your disposable earnings and make payment to the court on your behalf. The following applies to you: Your case file No. AS-****** is handled by LEGAL DEPARTMENT OF ACS **** and we are working with FTC, *** and all the three credit bureaus, So now you may cooperate with us in order to resolve the case file AS - ******.This is in reference to your Case File AS-****** with ACS **** (ACE CASH SERVICES) in order to notify you that after sending several emails we were not able to get hold of you. So the IC3 (Internet *********************** has decided to mark this case as a flat refusal and press charges against you.

  Business Response

  Date: 08/01/2023

  Dear ************************:
  
  Populus Financial Group, Inc.d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau.
  
  We believe the entity about which you are complaining is ******** Services,not ACE.  ******** 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. *** has not contacted you. The email you received was not from an ACE representative or any person acting on ACEs behalf. If the email 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 attorney generals office in your state. 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

• Initial Complaint

  Date:07/28/2023

  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 went in to Ace on 7/20/23 in ********** ** to cash 2 money orders. The person who helped me was very nice and accommodating and I am happy I was able to complete the transaction. But I was forced to get the Porte debit card which I voiced I did not want and would not use and had no need for. I was told I have to get it, that it is part of their process and I was also charged a fee for the card as well as them putting some of the cashed money from my money order on it. Not only that I was also charged a fee for not being in their system. This is not right no should not be charged all of these unknown fees and I should not be forced to get a debit card and forced to have my money put on it. I was also never told that there was a monthly fee, that I saw in one of the other complaints. I was given no information about the Porte card at all. I was handed a booklet and told to read about it. But why would I read about something I never asked for and never wanted? This policy at Ace feels very underhanded

  Business Response

  Date: 08/24/2023

  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 (BBB).  

  We apologize that you had a less than satisfactory experience at ACE and appreciate you providing feedback on your transaction. We are committed to providing exemplary customer service and spoke with the store associate that served you. We have reinforced ACEs policies and procedures for transparently offering products and services and processing transactions. 
  
  We hope to have the opportunity to serve your financial needs in the future.
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:07/27/2023

  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.

  This company is in clear violation of the fair credit reporting act. Originally this company called using unknown numbers on a daily basis until I requested them to stop on a recorded line. I told them I would pay back the remaining balance of the predatory loan they issued out. They turn around and had another company contact not only me but my family using deceptive numbers then sends me threatening voice mails claiming they are filing a lawsuit. They are making false claims that I had no intention of paying the loan back when I actually showed up to a branch and attempted to make a payment a month ago but was turned away because their card system was down. Im sure they can check their surveillance footage for proof.The information THEY put on the contract such as my email address is wrong. and they are making egregious claims that I defrauded them without a lick of proof. I just had a child and have been dealing with financial hardships that Im just now getting on the other side of and was ready to knock out the remaining balance when they hit me with this stuff. If this ends in court a counter suit will be filed for the violation of those acts along with the harassment and mental anguish this has caused.

  Business Response

  Date: 08/07/2023

  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 December 20, 2022.  Your February 27, 2023, payment returned, and your account went into default.  On June 27, 2023, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ****************************** (RMS) with a balance of $2,476.25at 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:

  
  ******************************
  **********************************************************************
  **************
  
  
  Sincerely,
  
  
  Senior Compliance Analyst
  ACE Cash Express

  Customer Answer

  Date: 08/07/2023

  I am rejecting this response because:   our February 27, 2023, payment returned, and your account went into default.  

   

  I never got my payment returned to me. this is false information. And no one contacted me regarding any of this happening.

  Customer Answer

  Date: 08/07/2023

  Also in regards to this statement: "On June 27, 2023, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ****************************** (RMS) with a balance of $2,476.25at the time of sale. "

   

  this is false as well. No arrangement was ever proposed or attempted

   

  Business Response

  Date: 08/08/2023

  Dear **********************:
  
  Populus Financial Group, Inc.d/b/a ACE Cash Express (ACE) received a copy of the rebuttal complaint you filed with the Better Business Bureau.
  
  In response to your previous complaint to the BBB, dated July 27, 2023, ACE advised that you do not have an active account at ACE.  As we also stated, 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 regret that you were not satisfied with our initial response.*** contacted you on February 28, 2023, and scheduled an agreed payment arrangement that was not fulfilled as agreed. Another payment arrangement was then agreed to and scheduled on March 8, 2023, that was also not paid as agreed.On April 6, 2023, pursuant to your request, the telephone numbers provided in your original loan application where coded as Do Not Call (DNC). Therefore, ACE ceased communication regarding the status of your past due loan.

  
  As previously mentioned, if you would like additional information regarding the balance of your loan, please contact the debt buyer directly at:

  
  ******************************
  **********************************************************************
  **************
  
  Sincerely,
  
  
  
  Senior Compliance Analyst
  ACE Cash Express

  
  

  Customer Answer

  Date: 08/08/2023

  *** has never contacted me about anything. But if this matter is between me and another company, I will file my complaint with them

• Initial Complaint

  Date:07/21/2023

  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 defaulted on a loan I attempted to get the loan setup with payment arrangements. After calling on July 10, I was told that I could call the corporate office on July 14 to get the loan sent back to the store. I was told that the loan was not in collections. When I called back on the ******************************************************************* collections. I was sent back and forth with customer service saying my account was in collections and collections saying my account was not in collections and I was sent back yo customer service. I was told to go to the store to make a payment and the loan could be paid through the store. After I made a payment at the store I was told to call customer service and make them aware that I made a payment. After calling customer service I was told that my loan was put through collections on July 10 the same day I initially called and that my balance shows a zero balance. I was told to go back to the store for a refund. I went back to the store and the teller refused to give me back my money after speaking with ********************* district manager. I was told the district manger just had to call the corporate office to verify that the loan was paid. After two days and multiple calls on Monday afternoon after 2 pm the store teller called stating I needed to provide a bank statement showing the account was debited. I provided two forms from my account showing a withdrawal. At the store I was then told that they needed this withdrawal to show the amount was processed. I called my bank and had them send me an email with this information. The bank could only provide me a secure email. I went a copy of the pdf to the district manager *********************. She then told the teller she needs this document straight from the bank. I then informed the teller the bank will not send her my personal bank information. I have been at the store for the past 3 and a half hours and the district manager is still refusing to refund my money.

  Business Response

  Date: 08/11/2023

  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 the repayment of 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 a loan at ACE on 4/29/2023. It appears that there was confusion regarding two transactions in the amount of $180.00. You contacted ACE while the electronic transfer from your bank account was still pending. You then went into an ACE location to make a cash payment. We have addressed this matter internally and refunded the duplicate payment. 
  
  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:07/20/2023

  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.

  THE Nature of the dispute is My money 300 dollars the employee of ACE Cash Express postee the money to other people and obisly the ACE Cash Express is highly slow to paid My 300 dollars!!!

  Business Response

  Date: 08/02/2023

  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. 
  
  After investigating your complaint,ACE found that you originated in-store loan ************* on April 22, 2023,for $300.00 including interest and fees. On May 6, 2023, you made a debit card payment of $300.00 in store to pay the full balance on your loan. This payment was inadvertently applied to another customers loan. The store immediately identified the error and closed your loan the same day. ACEs records do not indicate that you made a second payment on May 6, and therefore, no refund was due. You later disputed your May 6, 2023, card payment, which resulted in a chargeback item from your financial institution on May 23, 2023. As a result,loan ************* was not paid and currently has a balance of $300.00.
  
  If you believe you made two payments on May 6, 2023, or that the disputed charge is incorrect, please send a bank statement for the month of May showing the debit transactions and the ending balance so that ACE may investigate. Please send the bank statement to ****************************** and reference loan *************.
  
  Currently, your loan has a balance of $300.00. Please call ************** to make a payment or payment arrangements.
  
  
  Respectfully,
  
  
  Compliance Department
  Populus Financial Group, ***

• Initial Complaint

  Date:07/15/2023

  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.

  Never notified when closed my account for no reason because they decided. O I just deposited money day before they closed. No one bank does that. When I called they said due to suspicious activity. I asked can you explain in details they can't explain anything. So I told them I need refund answer was wait 10 buisness days. No they should have an option overnight or express mail check. They don't or they won't. Terrible customer service woth broken english can't understand what they talking about. I stuck because I waiting on my money back and I can't get to work can't pay my bills. Why they close account because they decided. After when person deposited money . It's seems like they are on criminal activity. Redicilous . I would never no one recommend this bank ever. They thiefs and liars. Regular bank gives your refund right away . Need take action or close this bank forever

  Business Response

  Date: 07/28/2023

  Dear ****************,
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your ACE Flare account. Based on the description in your complaint, *** believes your complaint is with ********, not ACE, since they are the program manager for ACE branded card products. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.
  
  It is our understanding that you contacted Netspend regarding this matter, and they explained why your account was closed and mailed you a check for the remaining account balance. It is also our understanding that ******** attempted to respond to your follow-up communications concerning this matter but were unable to connect with you.
  
  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

  Date:07/15/2023

  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 applied for an ACE payday loan. The computer sent a message saying I was approved, but they never deposited the money. A week later, the company withdrew almost 800 dollars from my account. They NEVER answer their phone or return calls. I can provide supporting documentation by showing that there was no deposit in my account, and where the money was withdrawn for (what I assume) is repayment on a loan never delivered.

  Business Response

  Date: 08/04/2023

  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 consumer feedback seriously and appreciate the opportunity to respond to the complaint.
  
  Our research indicates that you originated a loan at ACE on 6/27/2023. Your loan proceeds were deposited to the card account you provided on your application on the same day your loan originated. As part of your funding process, you completed a one-time passcode verification process and had to manually provide the information for your card account more than once. Our records indicate you successfully completed all of these steps, and the loan was funded accordingly.
  
  In your complaint, you state that you can provide supporting documentation to show that the loan proceeds were not deposited to your card account. We request that you provide the additional documentation referred to in your complaint, or a bank statement, and complete a 3-way call with our customer support team and your bank to verify this.
  
  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 ************************************* ***

• Initial Complaint

  Date:07/13/2023

  Type:Product 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.

  My name is ************* and this is my second dispute with Ace check and cashing and them allowing others to take money out of my account. On 7/1/23 at 5:42 am eastern time 100 dollars was taken out of my account from ********** I live in ********. This is the second time this has happened in the last two months. I then call and have been on hold for about a hour with my card being locked and no possible way for me to use it. The security of this bank is worthless. I'm not even able to access my account. Furthermore I would like to pull my money out of this account and close it because my money is not safe in this bank.

  Business Response

  Date: 07/26/2023

  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 unauthorized charges to 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 Netspend contacted you to inform you of the results of the investigation into the unauthorized activity you reported. We also understand Netspend issued you a replacement card and that 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.

  Customer Answer

  Date: 07/26/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/10/2023

  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.

  they removed money from our account to make payment on loan my son had taken out they stated they would refund money this was back on 5/4 still nothing will not respond to our calls or texts

  Business Response

  Date: 07/24/2023

  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 your loan. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.
  
  To document this matter for our records, we are asking you to please complete the Affidavit of Fraud we previously provided to you. Also, as a one-time courtesy, we are in the process of issuing a refund of $1,470, the principal amount of the loan in question, to you. We also put the account in your name on Do Not Transactstatus in our system. This will stop any further transactions from occurring under your name. 

  
  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, Inc.

  Customer Answer

  Date: 07/25/2023

  I am rejecting this response because:   My son was given a 375 dollar loan payment.  At the time he had no bank account or cards to deposit into so he put it on our account, unbeknownst to us and took it the same day. without our knowledge.  then in Feb. a withdrawal  of ****** by ace on the 23rd, i called reported it no being our loan.  on 3/27, another withdrawal for 1309.72.  I called again, they returned only *******.  They took ******* on April 28th.  the total taken is 3803.09.  Subtracting the ******* is 2653.09.  Again this was not our loan.

  This needs to be resolved ASAP.  living on social security is hard-we have been in arrears for months since this all began.

  Thank you.

  ******* and ***************************

   

  Business Response

  Date: 08/22/2023

  Dear ********************,
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the message you had regarding our response to the 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.
  
  In our response, we asked you to please complete the Affidavit of Fraud we previously provided to you. We have not yet received the requested Affidavit of Fraud.Please return this at your earliest convenience.

  
  As a one-time courtesy, we also processed a refund of $1,470. The refund check was delivered to your home address. If you have not received it, please let us know.

  
  We also put the account in your name on Do Not Transact status in our system. This stops any further transactions from occurring under your name.

  
  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, Inc.

  Customer Answer

  Date: 08/22/2023

  i never received an affidavit of fraud.  resend please

  Customer Answer

  Date: 08/23/2023

  I am rejecting this response because:   i did not receive an affidavit of fraud   Please resend

  Customer Answer

  Date: 08/27/2023

  Never received affidavit  they refer to please resend

  Customer Answer

  Date: 08/29/2023

  Didn't receive  affidavit they are referring  to have asked for resend nothing to date they still owe us quite a large some of money haven't cashed original check thinking it would be a sign we settled  Pl advise 

  Business Response

  Date: 09/01/2023

  Dear ********************,
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the rebuttal complaint you filed with the Better Business Bureau. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.
  
  In our response, we asked you to please complete the Affidavit of Fraud we previously provided to you. We understand that youve stated you did not receive the Affidavit of Fraud and we have attached another copy of it. Please return this at your earliest convenience.
  

  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, Inc.

  Customer Answer

  Date: 09/11/2023

  We will get that affidavit taken care of this pm

  Customer Answer

  Date: 09/18/2023

  I am rtejecting this response because:   there is still sizeable amount of cash that needs Tobe returned  to us were not seeking anything  more we should just want what's rightfully ours and this nightmare to be ov

  Customer Answer

  Date: 09/25/2023

  Affidavit  will be sent tomorrow sorry for delay 

  Customer Answer

  Date: 09/30/2023

   

       Ace cash express attempted to take more money from our 1st national account for over 438 dollars however it went into the negative because there was no money in the account.  This was done the 29th (yesterday) !!!  what is it they don't understand  IT'S NOT OUR LOAN!!!!!

  Customer Answer

  Date: 10/01/2023

  We don't have police report initially ace stated this was resolved and we would receive refund  do we still send affidavit?

  Customer Answer

  Date: 10/10/2023

  did you receive affadavidof of fraud? how can case beresolved? please advise

  Customer Answer

  Date: 10/18/2023

  is there another way we can send ace cash claims they received having trouble getting to fax machine

   

  Customer Answer

  Date: 10/19/2023

  see attached

  Business Response

  Date: 11/29/2023

  Dear ********************,
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received the additional information you provided to the Better Business Bureau. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.
  
  We have received your letter and Affidavit of Fraud (AoF) and understand your frustrations. Several times we have requested that you file a police report to supplement the AoF you provided to us. The police report is standard procedure at ACE and required for us to classify the loans that your son obtained in your names as fraudulent.

  
  We refunded $1,470.00 on 07/27/2023 for the loan taken out in ************************ name. We also put his account on hold so additional transactions could not take place and ceased all collection activity. 

  
  A separate loan was originated under ************************* name. In order to originate this loan, ********************* had to complete identity verification using a one-time-passcode and ********. Among other things, this process required ********************* upload a copy of her ID and take a selfie to verify that she was the individual completing the transaction. We have placed her account on hold to prevent any additional transactions, and in accordance with ACE policies and procedure, we are requesting an additional AoF for the loan in Mrs. ********* name.

  
  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, Inc.

  Customer Answer

  Date: 12/01/2023

  I rejecting this response because:   explained about police report never filed because were told our money and situation had been resolved and what is this regarding ******************** taking out a loan why would we do that and why do we have to fille another affidavit you have all the info as to what you owe us stop trying to twist this all around your just trying to get out of paying!

  Customer Answer

  Date: 12/13/2023

  Why isn't ace going to be held responsible?you say we wernt able to work out a resolution,the resolution is our money they did wrong they satisfied your criteria correspondence ways so what you aren't holding them accountable big disappointment you did nothing!