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

  717 W. Coshocton St. Johnstown, OH 43031

• 

  ACE Cash Express

  838 Benton Rd Bossier City, LA 71111

• 

  ACE Cash Express

  5108 Evergreen Way Everett, WA 98208

• 

  ACE Cash Express

  6302 6th Ave Tacoma, WA 98406-2022

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:05/15/2023

  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 have never used ACE Cash Express, I am not a customer of theirs. They have sent me a demand notice, that I pay $3,300 +$30 fee for my bank not paying a check. A contractor I used and paid, deposited his check by mobile banking on 4/12/23, it was paid 4/13/23. Someone took that check to ACE Cash Express and cashed it in person on 4/14/23, late Friday. This wasn't presented to the bank until 4/17/23, at which point it was not paid (since the contractor already received funds). *** is somehow claiming that my bank illegally paid the check the first time and now they want the funds from me. *** presented a fraudulent instrument, 3rd party endorsed, a week after it had been paid out, and they think the bank made an error. Risky business. AVOID AT ALL COST.

  Business Response

  Date: 06/05/2023

  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 take feedback such as yours seriously, and we appreciate the opportunity to respond to your complaint.
  
  Based on our research, the check at issue was drawn on an account held by ********************** and was presented by the payee with no restrictive endorsements at an ACE location where the payee received cash in exchange for the check. The check was subsequently returned to ACE as unpaid by the drawee bank due to duplicate presentment.
  
  Since ACE has the physical item, it is a holder in due course and may enforce the check against ********************** as the maker. Our records indicate that the outstanding balance has been paid,and we believe this matter to be 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:05/10/2023

  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.

  I made a loan with Ace Cash Express *** the original date was before 2009 and paid it back in 2010, Unfortunately for me I could not find that receipt that it was paid directly to ACE CASH EXPRESS. Since 2010 I was approached by several collection agencies every 2-3 years but never responded to them because I knew I paid the debt. I was approached again in 2015, stating that I would be taken to court and decided to pay the debt AGAIN, in full, to a company called *************************, P O Box ****, ********************************************************. Ph: ************** Fx: ************. Original Creditor: Ace Cash Express, Inc. Account No: ************* NCA Ref. No. ******* with a remaining Balance of $0.00 The final payment was received by NCA from me on March 12, 2010 as paid in full and I have a letter from NCA as proof of receipt. But I still receive harassing phone calls every 2 to 3 years trying to collect payment. I have managed to send that proof to those companies and stop the calls. But today, May 05, 2023 I received a call from a law appointed representative, ********************* from ************ stating that I will be taken to court and I have herby been notified of such ruling and that I will be notified of a when a court hearing will take place from a law firm regarding the original creditor ACE CASH EXPRESS for amounts that he stated but I did not have the chance in writing it down. I told him that I have already paid that debt and have proof of receipt as paid in full. And he said that he could not take that information, that I would have to wait until I was taken to court.

  Business Response

  Date: 05/12/2023

  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, you do not have any pending collection items with ACE. *** has not contacted you. The call(s) you received was not from an ACE representative or any person acting on ACEs behalf.
  
  If the call(s) or text 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 ********************************************. 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:04/12/2023

  Type:Order 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 4/11/ 2023 I feel strongly like she wasted my time.I paid the fee I was supposed to pay which was 138 dollar to cash my check. They did the necessary verification process and and then some. I hope they tried their best when I gave them everything they needed but she made me feel like I gave her a fake check by not looking into the other account when I told her I had two checks and that I knew the check numbers were different because I had two checks.

  Business Response

  Date: 04/28/2023

  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 a check-cashing transaction. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.
  
  Our research shows you went into an ACE store to cash two checks. Our review indicates that the store employee followed ACE policies and procedures when processing your check cashing transactions. We understand that you were less than satisfied with your experience and apologize. Please know that we work hard to provide a positive consumer experience while still adhering to our policies and procedures.
  
  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: 04/29/2023

  I have reviewed the business response and accept this resolution. Even though she didn't fully get that I had two different accounts and had one check with me that didn't match the numbers. She did follow rules.

• Initial Complaint

  Date:04/04/2023

  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 am behind on payments and I understand that. Ive been donating plasma and taking up extra shifts at the hospital. I just took a new job and they were supposed to pay me a recruitment bonus upon hire and I was going to use that to pay off my debt. I never got the bonus and had to pay a deposit and first months rent to move to a new location so I could take this new job to help me pay down debt. I went through a divorce and had to go through custody ect and my ex wasnt paying child support. I understand none of this has anything to do with your company ect, but with the way this whole interest accruing process works Ill end up having to file for bankruptcy. I regret taking out a payday loan. I only did it so I could help my son pay his rent. I cant even take out a loan or file for help since this has ruined my credit.

  Business Response

  Date: 04/18/2023

  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 collections status 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 02/04/2023. On 03/30/2022,your loan went into default and entered collections. We are sorry to hear of the complications youve encountered. If you would like to make a payment or payment arrangements, please contact our ************* Team at ************** so they can work with you. We regret any inconvenience this has caused you, and hope to serve your financial needs in the future.
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:03/03/2023

  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 applied for a payday loan on 2/25/23 online with this company and the due date was 3/10/23. Then I received a phone call and email on 3/1/2023 stating I have been sent to collections?! I called the company to let them know they made an error and was told there is nothing they can do and there was no explanation as to why this happened. They just said it's fine because the collections department is not a 3rd party so it's ok. I'm sorry but this is not an acceptable explantation as to why I was moved to collections department also I was on the phone with Ace for an hour and a half, was hung up on several times, transferred at least ******************************************************************* I did end up reaching a manager who was very nice in the end and he did try to help me, but still no explanation. I just feel like people should know what they are getting into if they decide to take a loan out with this company.

  Business Response

  Date: 03/30/2023

  Dear **************************:
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the complaint you sent to the Better Business Bureau. 
  After researching your complaint, ACE found that you originated an online loan on February 25, 2023, which was paid in full on March 17, 2023. In order to electronically debit your payment on your due date, ACE needs to confirm your account is eligible for automatic payment withdrawals. The bank account you provided on your application was not eligible. As a result, your loan was placed with our ************* Team. You inadvertently received calls from our collections team. Your loan was not in collections.
  ACE apologizes for any inconvenience you experienced. As a one time courtesy, ACE is waiving the fees on your current loan. Your current balance is $255.00 and is due on April 7, 2023.
  
  
  Respectfully,
  
   Compliance Department
  Populus Financial Group, Inc. 

• Initial Complaint

  Date:12/09/2022

  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 have had Ace Check Cash for the past 6 years or so, and this is the 4th time that my account and routing information has been exposed, my accounts are drained of all my funds and even go into withdraw status. Each time that Ace is contacted there is no assistance and resolution is weeks if not a month to come in regard to returning funds.
  on Dec 3rd and 4th the amount of $311 was taken from account along with a $146 overdraft fee, I contacted Ace on 12.5.2022 to advise of the situation they told me to write a dispute letter which I did and submitted on 12.6.2022. when I got the acknowledge email from Ace they received my dispute is was for the wrong amount $229 when I called to ask why the difference they advised 4 transactions were pended, I asked why couldn't they cancel them since they were still pending and no one could answer my question. Ace informed me that my account would be locked as stolen, but as of 12.9.2022 transactions are still happening, when I called Ace again on 12.9.2022, I was hungup on twice and when I finally got through no one could find my account. Due to this issue my phone for me and my children have been disconnected and I have no money to feed my children. Ace needs to be investigate for giving peoples routing and account info as the same thing happened to my son just 4 months ago and over $900 was taken, there is something going on that consumers don't know about. Please check into this company
  

  Business Response

  Date: 03/20/2023

  Business Response /* (1000, 5, 2022/12/22) */
  Dear Ms. *******:
  
  ******* Financial ****** 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 ***** account. Based on the description in your complaint, ACE 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 *********
  
  We understand ******** has been in contact with you regarding this matter and is currently investigating your claim. It is also our understanding that ******** has issued provisional credit to you for the disputed transactions, so you have access to your funds while ******** conducts their investigation.
  
  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 *********** corporate office by calling XXX-XXX-XXXX between 8:00 AM and 8:00 PM CT, Monday through Friday.
  
  Sincerely,
  
  Compliance Department
  ******* Financial ****** ****

• Initial Complaint

  Date:12/07/2022

  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 received a letter stating that I applied for a load and it was declined; I did not apply for a loan with this company.
  When I called them, they would not give information as to how a false loan request was submitted in my name.
  I think this is a serious situation and I am looking for resolution as soon as possible.
  
  I will pursue help from legal recourses from state agency regarding this business practice.
  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/21) */
  Dear Mr. ******:
  ************************, Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you filed with the Better Business Bureau regarding a loan application you did not authorize.
  
  Based on the information in your complaint and our research, a loan application was submitted on ACE's website using your name and personal information. You contacted ACE and reported the loan application as fraudulent. On December 8, 2022, ACE sent you information on what it needs to process a fraud claim.
  
  To process your fraud claim, please send a copy of the completed FTC Identity Theft Report to:
  
  ******* ********* ****** ****
  ATTN: Collections
  *** ** **** ********* ******** Suite ***
  ******, ** XXXXX
  
  Once received, we will flag the loan application in our system as fraudulent and notify relevant reporting agencies to remove the inquiry from your credit history, if applicable.
  
  We apologize for any inconvenience this has caused you.
  
  
  Sincerely,
  
  Compliance Department
  ******* ********* ****** ****

• Initial Complaint

  Date:11/23/2022

  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.

  They are not following the Patriot Act. My information was given out without asking for my identification. When I went to a branch to make a payment, the same location I signed my loan up with. They told me I was not in the system and did not have a loan there. I told them I took money and I needed to make my payment because I did not want this to effect my credit. They called the store manager and he told me I could stand there all day but they couldn't help me. I told them if they had me under an old name they told me it was my fault for not saying to identify by my divorced name. I explained to them that my name is on my drivers license. I signed under *****. I even asked them to update my name when I got the new loan. I asked them for second time to update my name, the lady did not update it in the system. It is still under *************** my divorced name.
  

  Business Response

  Date: 03/20/2023

  Business Response /* (1000, 8, 2022/12/22) */
  Dear Ms. *****:
  
  ******* Financial ****** Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you filed with the Better Business Bureau ("BBB") regarding a loan payment. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.
  
  Based on the information in your complaint and our research, we understand you visited an ACE location to make a loan payment. The store associate was initially unable to locate your loan because the loan was originated under the name ********* ****** your former name. We also understand the store associate eventually located your loan, and you were able to make your loan payment.
  
  We apologize for any inconvenience you experienced, and we hope to serve your financial needs in the future. Should you choose to apply for another loan, please ensure all information provided is correct and current.
  
  If you have any questions, please contact ACE at (XXX) XXX-XXXX.
  
  Sincerely,
  
  Compliance Department
  ******* Financial ****** ****

• Initial Complaint

  Date:11/23/2022

  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 October 28th I took out a loan with Ace Cash Express. I arranged for a payday loan and for my payment to come out of my check on the 10th of November. On the 1st I started receiving calls from collectors despite me only just taking the loan out. I spoke to several reps who reassured me that as long as I pay on the 10th my account would remain in good standing with Ace Cash Express. I paid my due of $128.00 via phone on the 10th. Despite my paying in time it has negatively affected me applying for additional loans and my credit.
  

  Business Response

  Date: 03/16/2023

  Business Response /* (1000, 8, 2022/12/19) */
  Dear Ms. ****:
  
  ****************************. 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.
  
  Based on the information in your complaint and our research, you originated a loan via ACE's website on October 27, 2022. ACE sent a prenote to your bank on October 28, 2022 to verify the information you provided. The prenote was returned to ACE on November 1, 2022 due to an invalid account number. ACE's Customer Care Team contacted you, and your loan was paid in full on November 10, 2022.
  
  We apologize for any inconvenience you experienced, and we look forward to serving your financial needs in the future.
  
  
  Sincerely,
  
  Compliance Department
  ****************************.

• Initial Complaint

  Date:10/26/2022

  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 am United States veteran who has had an account with ******* ********* ****** Inc. d/b/a ACE Cash Express ("ACE") since 2017. In approximately 2021, I was issued card # XXXX-XXXX-XXXX-1003 under my former name ****** ****. On or about July 26, 2022, my card was blocked for "suspicious activity" that has never been explained to me, and I have been unable to access the funds on my card since that date. I was asked to provide proof of my identity (for reasons unknown to me), which I did on multiple occasions in August 2022 by ***** and fax. After sending all the identity documentation that was requested, I was told my documentation was insufficient and never provided access to my funds.
  
  In September and October 2022, my pro bono attorney and I called ACE **** ******** ************ on several occasions. ACE/******** was generally non-responsive when we called and would not address my concerns or even speak with my attorney (despite me giving them permission to do so, him asking how to provide proof he represented me, and both of us asking to speak with ACE/********'s legal department). However, ACE/******** twice promised to close my account and mail me (via my attorney) a check with the remaining approximately $3,000 balance on my card (ACE/******** reference # XXXXXXXXXX, spoke with ******** and ********** Nevertheless, ACE/******** has never done so. Additionally, my September VA benefits were supposed to have been deposited on my ACE card, but ACE apparently refused to accept those funds and they have been missing ever since. Due to ACE/********'s refusal to uphold their promises and return to me the balance on my card, I have not been able to afford housing and have been forced to stay on the streets or in a homeless shelter since mid-August 2022.
  
  I actually have had similar troubles/experiences with ACE on an ACE card that I had prior to card # ******

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 7, 2022/11/18) */
  Ms. ****:
  ******* ********* ****** **** d/b/a ACE Cash Express ("ACE") received a copy of the complaint you filed with the Better Business Bureau regarding your ***** card. Based on the description in your complaint, ACE believes your complaint is with ********* not ACE, since they are the program manager for ACE branded card products. Nevertheless, ACE takes feedback such as yours seriously and escalated your concerns to *********
  It is our understanding that ******** has been in communication with you regarding your account funds and that the balance of your account was sent to you/your attorney via a check with tracking. Attached is a copy of *********** formal response to your complaint as well.
  We regret any inconveniences you experienced. Should you need any further assistance with this matter, please contact ********* You may contact Netspend's corporate office by calling XXX-XXX-XXXX between 8:00 AM and 8:00 PM CDT, Monday through Friday.
  
  Sincerely,
  
  Compliance Department
  ******* ********* ****** ****
  
  
  Consumer Response /* (3000, 9, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As of today (November 22), the check with Ms. ****'s remaining account balance still has not been received. ***** **** with *********** legal department informed us that *********** accounting department accidentally sent the check via regular **** (without a tracking number, apparently) instead of *** ******** **** so we have been trying to give it some time to arrive. Mr. **** said the letter was sent on November 7.
  
  
  Business Response /* (4000, 14, 2022/12/19) */
  Ms. ****:
  ******* ********* ****** Inc. d/b/a ACE Cash Express ("ACE") received a copy of the rebuttal complaint you filed with the Better Business Bureau regarding your ***** card. As previously mentioned, ACE 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 *********
  We understand ******** has been in contact with you regarding this matter, and that your concern has been resolved.
  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 XXX-XXX-XXXX between 8:00 AM and 8:00 PM CST, Monday through Friday.
  
  Sincerely,
  
  Compliance Department
  ******* ********* ****** ****