Complaints

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

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  ACE Cash Express

  300 E John Carpenter Fwy Suite 900 Irving, TX 75062

• 

  ACE Cash Express

  621 Miller Valley Road Prescott, AZ 86301

• 

  ACE Cash Express

  8101 E. State Route 69 Prescott Valley, AZ 86314

• 

  ACE Cash Express

  710 E. Warrington Ave. Pittsburgh, PA 15210

• 

  ACE Cash Express

  8525 S Hosmer St Ste 104 Tacoma, WA 98444

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:07/06/2023

  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 was the payee for my now deceased daughter who was receiving SSI benefits. Her benefits always posted to the Flare account with **********************. On January 26, 2023, $423.74 was withdrawn and given to my daughter. These funds were for February that are available withdraw 2-3 days prior to the date on the check. On January 29, 2023 she passed away. Social Security was notified of her passing, which resulting in a request from SSA for Ace Checking to return benefit deposits for February and March. $1577.47 was returned to SSA, with a remaining outstanding balance of $730.I am being held responsible for and requested to pay back to SSA $423.74 that was withdrawn and paid to my daughter, plus $306.26 that remains as a pending credit balance, supposedly, under legal review.I've placed multiple calls to Ace Checking asking when the pending credit balance will be released so I could pay SSA the remaining balance. I've placed 5-6 calls or emails to inquire as to why the funds were on hold and when they anticipated them to be released. I received so many different responses that did not make sense until I'd better file a complaint.At this point, I have already paid SSA $730 on 6/8/23., so I am requesting that $15 in monthly fees for March, April, and May ($5 per month) be credited back to my account and halt all future monthly fees, as this account would have been closed after all funds were returned to SSA. I personally have not need for the account. Also, credit $423.74 for the 1/26/23 withdrawal for February funds and release of $306 pending credit balance. to total $730.Thanks,*******************************

  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 a Flare Account.Based on the description in your complaint, *** believes your complaint is with Netspend, not ACE, since they are the program manager for the account.Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.

  
  We under that Netspend conducted an investigation of your claim and communicated their findings to you. Netspends findings are attached.

  
  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 **, Monday through Friday.
  
  
  Sincerely,
  
  
  Compliance Department
                                                                          Populus Financial Group, Inc.

• Initial Complaint

  Date:06/08/2023

  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.

  On June 3 (Saturday) I stopped by the ACE cash Express to make an ATM withdrawal so that I could get a couple of rolls of quarters (something I do regularly) and I was told that the charge for this service was $3.95. I even received a receipt that states the same thing. However, when I checked my card balance online later at home, I saw where I was actually charged more than the price I was told at the store. I just want the extra fees that I was not aware of to be returned. I have attached a copy of the receipt and a screenshot of my online account. Thanks!

  Business Response

  Date: 06/21/2023

  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 and ACEs additional research, we found that ACE only charged you a $3.95 ATM fee for the withdrawal on your ClinCard, as indicated on your receipt. A card issuer may charge an additional fee for conducting an ATM transaction that is outside its ATM network. *** believes the additional fee was charged by ********. Please contact ClinCard for a breakdown of the $24.10 charge on June 3, 2023. If ClinCard indicates the additional $0.15 fee was charged by ACE,please send the ClinCard breakdown to ****************************************** for review.
  
  ACE apologizes for any inconvenience you have experienced.
  
  
  
  
  
  Sincerely,
  
  
  Compliance Department

  ACE Cash Express 

  Customer Answer

  Date: 06/21/2023

  I am rejecting this response because:   They charged more than they are stating.  The attachments That I included with the original complaint bare this out. it was more than an additional .15. 

  Business Response

  Date: 07/27/2023

  Dear **************************:
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the rebuttal you filed with the Better Business Bureau. 

  
  As previously stated, ACE only charged you a $3.95 ATM fee for the withdrawal on your ClinCard, as indicated on your receipt.*** believes the additional fee was charged by ********. The screenshot you provided does not indicate the breakdown of the fees between ACE and the card issuer. Please contact ClinCard for a breakdown of the $24.10 charge on June 3,2023, and if ClinCard indicates the additional $0.15 fee was charged by ACE,please send the ClinCard breakdown to ****************************************** for review.

  
  ACE apologizes for any inconvenience you have experienced.
  
  
  
  
  
  Sincerely,
  
  
  Compliance Department
                                                                          ACE Cash Express 

• Initial Complaint

  Date:06/02/2023

  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.

  On this day 05/27/2023 @1044 am, at Ace Cash Express (store#****, *************************). I was wanting to cash a personal check sent to myself by my mother for my birthday. The check was made out to *********************************** (which was my name before my name change). I explained this to the teller and showed her my court documentation (which I cannot upload), showing the name change. She did not read my document but instead scanned it. I tried to explain that I have, on many occasions, cashed checks from my mother before at this location. And that ******************* should have the documentation regarding my name change, as I had sent it upon changing the name on my account. This fell upon deaf ears. But instead, gave me back my paperwork and check, after speaking with someone on a phone, stating she cannot cash it due to the name being "wrong". I told her she was holding my court document showing the name change. She still said "no". I asked her why she would not take a court document and I was given no answer. She just walked away. I left the establishment and contacted the 800 number. I was told that I needed to speak with the Store manager and was transferred back to the store. I was denied a transfer to the store manager. And was abruptly dismissed, after asking why I was being denied to speak to the manager. Then hung up on. I then called back to the 800 number and spoke with ***** and was told that I was denied access to speak to the store manager. He stated that he would contact the district manager and took my information. I am still waiting to hear from the district manager. I feel slighted and dismissed for producing the correct documentation, that I feel show have been taken in to consideration. I would feel different if I had not already had cashed this type of check their before. Not to mention the hardship that not cashing my check produced.

  Business Response

  Date: 06/15/2023

  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 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 went into ACE to cash a check on 5/27/2023. In your complaint, you explain that the check was made out to your former identity,***********************************. After providing your Notice of Name Change from the ************* Monitor to the Store Associate, the District Manager was contacted.The District Manager explained that you had updated your information and cashed a check in January under your new identity, and you cannot cash checks under both identities. The District Manager then explained that you would need to have the check reissued under your legal name for it to be cashed at ACE. Our review indicates that ACE employees followed ACE policies and procedures when working your check.  
  
  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:05/25/2023

  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.

  all these finacial institutions not only ace all need to provide a written document explaing the exact reason you are refusing to honor an instrument.. i have a money order made out to two payees and not only ace cash express but multiple banks Nd diffrent check cashing places were acting like its invalid or alterd or fraudelent .. i try to to get an explanation as to why you wont honor an instrument with two payee?? as a buissness who exchanges checks money orders n the like should be knowledgeble on whats a valid check what kind of endorsments who can has the right to cash it. but you guys dont honor the ucc. the stupid manager at ace check cashing told me he wont take because he there to make money.. so you calling me a **** ***** thats an insult he said a check or money order cant have two payee.. i said you are the manager and dont know its perfectly valid for a check to have two payees and if they are seperated by or only one needs to be present to redeem it.. the instrument is made out to me and my buissness which i am the owner founder and sole proprieter my buisness is properly registered with the ******************* and i have the iffical certified documents saying my buissness is in good standing and im the owner etc.. so i asked so you wont cash a money order made out to me or my buisness even doe i have proper identification and i have the sos of ********** documents proving im the legal owner agent and have the authority to sign cash checks for my buisness .. he said no you guys are a joke

  Business Response

  Date: 06/07/2023

  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. 

  After reviewing your complaint, ACE found that you cashed a money order at an ACE store on June 2, 2023. There is no record of you attempting to cash a check or money order prior to the date you filed the complaint. Please provide additional information, such as the date of your transaction and the location of the store,so that we may research any other transactions.
  
  Please do not hesitate to contact ** if you have any further questions.
  
  
  
  
  Respectfully,
  
  
  Compliance Department
  Populus Financial Group, Inc

• Initial Complaint

  Date:05/23/2023

  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.

  Every month I pay a maintenance fee of $9.95 for my porte account. Everytime I try to access the app it rarely ever works. I have to reset my password to regain entry just to check my balance.

  Business Response

  Date: 06/20/2023

  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 PORTE account. Based on the description in your complaint, *** believes part of your complaint is with ********, not ACE, since they are the program manager for PORTE spending accounts. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.
  
  We regret any inconvenience you experienced. We understand that Netspend has tried to contact you regarding your complaint and notify you that the previously assessed monthly fees were waived as a one-time courtesy. 
  
  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 CT, Monday through Friday.
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

  Customer Answer

  Date: 06/21/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/22/2023

  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 took out a loan online first payment due 5/26 today is 5/15 11 days before any payment is due ************ literally tried to take the payment today 5/15 and there was a late fee charged i call they tell me they dont know why a payment that is on contract to be taken out on certain days per a signed contract was tried ********************************** around.Then told me to email the proof showing the payment was tried a fee was tried to be taken out,I did that and now they tell me to call again instead when I call again and explain it all over they place me on multiple holds then tell me oh we will reach out to corporate no apology no explanation of why they are taking payments that are no due per contract and this is not ok

  Business Response

  Date: 06/12/2023

  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 research shows that you originated a loan at ACE on 05/02/2023. As noted in the loan agreement, the first payment was due on 05/12/2023, not 05/26/2023. Our records indicate that you went online on 05/12/2023 and attempted to cancel the payment scheduled for that same day. However, that was too late to process the requested cancellation. The 05/12/2023 payment was processed and returned on 05/16/2023. This return caused the loan to default and move to collections.
  
  To make a payment or make payment arrangements, please contact our ************* Team at **************. 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.

  Business Response

  Date: 06/14/2023

  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 research shows that you originated a loan at ACE on 05/02/2023. As noted in the loan agreement, the first payment was due on 05/12/2023, not 05/26/2023. Our records indicate that you went online on 05/12/2023 and attempted to cancel the payment scheduled for that same day. However, that was too late to process the requested cancellation. The 05/12/2023 payment was processed and returned on 05/16/2023. This return caused the loan to default and move to collections.
  
  To make a payment or make payment arrangements, please contact our ************* Team at **************. 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: 06/14/2023

  I am rejecting this response because:   I called several times and no one even knew why the payment was trying to come out on the same day and advised me to send emails back and forth 

• Initial Complaint

  Date:05/19/2023

  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.

  Ace flare has failed to pull up my account stealing my money basically I had a check deposited they have no information about my account ending ****

  Business Response

  Date: 06/01/2023

  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 an ACE Flare card. Based on the description in your complaint, *** believes part of your complaint is with Netspend, 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 Netspend contacted you regarding this matter and issued you a replacement card. Netspend confirmed you received the card and were successful in activating the card for use.
  
  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 CT, Monday through Friday.
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:05/19/2023

  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 only ask for the last 4 of my ssn number and let someone talk all my money from a lawsuit I just got I been calling since I found out and ask repeatedly for them to change my ************* number and they keep telling me I have to wait up to 48 hrs for someone to call me back and no on has call me back this been going on for since the beginning of last month a supervisor said they can't change it and I'm waiting for my dispute on the *********************************** with my issues and I want my money back in my account and my account ************* number changed immediately I don't have time to keep waiting

  Business Response

  Date: 06/02/2023

  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 an ACE Flare card. Based on the description in your complaint, *** believes part of your complaint is with Netspend, 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 regret any inconvenience you experienced. We understand that Netspend has been in contact with you regarding your complaint. 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 **, Monday through Friday.
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:05/16/2023

  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 went to this place of business on 05/01/2023 to get a $1000.00 off my chime debit card the first transaction was for $950.00 and then the lady turned around and took $50.00. off my chime card. Both Transaction went through, because I received a notification on my phone. I informed her. The lady stated that the money did not come off the card and she contacted the supervisor. the lady called the police. the lady gave the police the receipt, but on the receipt it showed that the transaction failed. I have called ace and no one has called me back. I have a dispute on my chime card and it would take 60 days before they can see if they refund my money. I right now I received a eviction notice from my landlord. I would like a refund in the amount of $1,000.00.

  Business Response

  Date: 06/08/2023

  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 a withdrawal of funds from your bank account. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.
  
  Our research shows that you went to ACE on May 1, 2023, to withdraw funds from your Chime debit card. In your complaint you stated that you received a notification from Chime indicating that the transaction was successful, however, our store representative provided a receipt indicating that the transaction had failed on ACEs end. After four to five business days, the transaction cleared, and ACE representatives attempted to contact you to notify you that your refund was ready to be collected. Our information indicates that your refund was issued on May 25, 2023, and we now consider this matter closed.
  
  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:05/15/2023

  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 was attempting to activate an ace elite card and was given the 3rd degree. I was asked about phone numbers, proof of a utility bill just to verify my identity. I have been with this company for 10 years and have never had this problem until as of 5-9-2023. I had to recently close out an ace elite card due to unauthorized charges. I still have money on the card that I closed and would like a refund. The previous card I closed last digits of ****. This has caused a lot of confusion and anxiety. The customer service guy was ver upsetting

  Business Response

  Date: 05/26/2023

  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 an ACE Elite card. Based on the description in your complaint, *** believes part of your complaint is with Netspend, 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 Netspend contacted you regarding this matter and requested additional documentation after placing a hold on the account. It is also our understanding that ******** attempted to contact you to discuss this matter and sent a replacement card to the address on file.
  
  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 CT, Monday through Friday.
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.