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Business Profile

Payday Loans

ACE Cash Express

This business is NOT BBB Accredited.

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Complaints

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

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ACE Cash Express has 860 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/20/2022

      Type:Product Issues
      Status:
      Answered
      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 an installment loan on 3/29/22 and ran into a financial issue that then forced that loan into collections with the company and I received an email about that on 9/19/22. From there I got an item number concerning my loan and went onto https://apply.acecashexpress.com/myacefile to resolve said balance which from my surprise instead of it being $204.88 it was actually $595.83! Well at the time I just assumed it was just because of accrued fees and interest so I paid the balance online via the only option they give through that portal which is via one's personal card information so I did that. Well that transaction took place on 10/7/22 and then posted to my Chase account on 10/11/22. Here's where things get fishy I tried to apply for another loan and got denied due to me having a previous debt that needs to be collected so I called and to my surprise the system/and a human representative told me that I owed a balance of $6.04 which is strange because I only had the option of paying the $595.83 on the resolution portal stated before. Come to find out via calling in that there's NO RECORD OF THAT TRANSACTION. Yet the money was debited from my account and neither Chase nor ACE knows where my money is. This will be the LAST time I use this business and I've emailed proof of such to the CCT on ACE's end and I'm awaiting a reply but this place seems incredibly scandalous after the matter and I want my account resolved and ZERO debt collections history to reflect on my credit report and etc. I paid my debts in full valiantly and I don't want anything to do with ACE or any possible affiliates after this matter but I NEED a resolution on this and have been in kind communication with them. Help.

      Business Response

      Date: 01/27/2023

      Business Response /* (1000, 5, 2022/11/03) */
      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 regarding an online 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 determined that ACE processed an online payment with the information you provided, but the payment did not post to your loan because the Social Security Number you entered online was incorrect. We refunded the incorrect payment and processed another online payment for you. Your loan is now paid in full.

      We apologize for any confusion or inconvenience you experienced, and we look forward to serving your financial needs in the future.


      Sincerely,

      Compliance Department
      Populus Financial Group, Inc.

    • Initial Complaint

      Date:10/20/2022

      Type:Product Issues
      Status:
      Answered
      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 used Ace cash to borrow $425.00 with interest it is $499.00. I applied for a payment arrangement on Oct 10, 2022, I have the documentation to prove it, my first payment for $124.99 was due Oct 20, 2022. And 3 more payments bi-weekly until it was paid. Well, this morning, October 20, 2022, Ace Cash did not honor my payment arrangement and $499.00 dollars was deducted from my account. I called and spoke with a few people at the corporation who could not help or the employees at the individual establishment. I would like my
      Money back in my account, and I no longer feel that I should owe them their money, because of this hardship. I have other things coming out of my account and now those things will be overdrawn. I was trying to do the right thing, and I was inconvenienced in the end. Please help me with this situation.

      Business Response

      Date: 02/03/2023

      Business Response /* (1000, 7, 2022/11/17) */
      Ms. *****:

      Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you filed with the Better Business Bureau ("BBB") 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, it appears that there may have been a system issue processing your payment plan. Due to this inconvenience, ACE is waiving the fees on the loan.

      Please contact ACE's Customer Care Team at ************** to make arrangements to pay the principal of the loan.


      Sincerely,

      Compliance Department
      Populus Financial Group, Inc.

    • Initial Complaint

      Date:10/18/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had went into the McMinnville Oregon store to cash a check and the management came out and accused me of stealing the check and writing it out myself really put me through an embarrassment and was very untrue it was a legit check she accused threatened to call the cops on me because the biting was similar so she thought I wrote out the check myself and I stoled it I think it's very bad business and I think that she should be penalized for it actually I may file a complaint through the courts

      Business Response

      Date: 01/19/2023

      Business Response /* (1000, 5, 2022/11/02) */
      Dear Ms. ******:

      Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you filed with the Better Business Bureau regarding a check cashing transaction. 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 determined that the ACE employee(s) who assisted you followed ACE check cashing guidelines and service protocols.

      We apologize for any inconvenience you experienced, and we look forward to serving your financial needs in the future.


      Sincerely,

      Compliance Department
      Populus Financial Group, Inc.

    • Initial Complaint

      Date:10/12/2022

      Type:Billing Issues
      Status:
      Answered
      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 got a $300.00 payday loan on 10/7/2022 due on 10/21/2022.
      I went to pay my car insurance today 10/12/2022 and my bank was overdrawn I went to the bank and they said Ace cash express has a withdrawal from my account for 300.00. I called them and explained it is not due until 10/21/2022 and they had no authorization to take money out earlier. I was told someone would contact me in a few days. Meanwhile my account is overdrawn and I can't pay my car insurance. How is this legal they charge me $45.00 for a two week loan when in fact it's only been 6 days.
      I am so mad right now and feel I was robbed by this corporation.

      Business Response

      Date: 01/05/2023

      Business Response /* (1000, 5, 2022/10/26) */
      Dear Ms. *****:
      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 in-store loan on October 7, 2022, for $300.00, including interest and fees. ACE's records do not indicate any payment was made on that loan until the loan's due date of October 21, 2022. If you believe a payment was taken earlier than October 21, 2022, please send a bank statement showing the debit on an earlier date and include the ending balance so ACE may investigate further. You may send the bank statement to ********************** and reference loan *************.
      Our records also reflect that you originated a new loan on October 21, 2022. Please contact us if you have any additional questions.


      Respectfully,


      Compliance Department
      Populus Financial Group, Inc.

    • Initial Complaint

      Date:10/06/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      10/3/2022
      A loan of $300 was provided to someone else by the institute utilizing my personal information. They did not follow the right steps/process to protect my personal information. They provided a loan without verifying any information and is link to my account. They refuse to give me any information. There is an open investigation since it might be an inside job. I will like for them to delete all my personal information from there systems since it has been compromised. Due to their failure of following their policy procedure I had to close all my accounts and file a police report. They reassure the client that all the information is confidential and to trust the systems in place. I would like to report the lack of professionalism. My identity has been stolen and the company has not solved this. They are trying to cover this situation.

      Business Response

      Date: 01/04/2023

      Business Response /* (1000, 10, 2022/10/24) */
      Dear Ms. *****,

      Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you sent to the Better Business Bureau.

      An investigation found that a loan was originated for a total amount of $300.00 at an ACE store on October 3, 2022. If you believe this to be a fraudulent transaction, please submit a policy report and either (1) an executed affidavit of fraud or (2) a completed FTC Identity Theft Report to the following address.

      ACE Cash Express
      Attn: Compliance
      *****************************************************

      In the state of California, you may submit a request to delete your personal information by calling ************** or by visiting ********************** and clicking on the California Privacy Requests link located in the footer.

      ACE takes these claims very seriously and we empathize with you for the inconvenience you are experiencing. If you have any questions, please feel free to contact ACE's Compliance Department.


      Respectfully,


      Compliance Department
      Populus Financial Group, Inc.

    • Initial Complaint

      Date:09/15/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We went to Ace cash express, 1789 Fry rd. Katy, Tx XXXXX on 9/03/22 to pay my rent of 1,535.20 with a Residence emoney order I went to pay it using my account number that was given to me on my San Remo paper that I printed out . I followed the instructions as it said. Yesterday the apartment manager told my husband she will get us evicted on Friday if we don't pay her. She has not tried to resolve it she keeps asking for the rent money only. My husband and I had lost our receipt where the references number is but I did get the payment of proof emailed to me, that's all they could send after losing the receipt but.XXXXXXX is the account number for my apartment.

      Business Response

      Date: 11/22/2022

      Business Response /* (1000, 5, 2022/09/30) */
      Dear Ms. ********:

      Populus Financial Group, Inc. d/b/a ACE Cash Express ("ACE") received a copy of the complaint you filed with the Better Business Bureau regarding your rent 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, your rent payment was processed correctly by ACE. Moreover, ACE has been in contact with you, and we understand your issue has been resolved.

      We look forward to serving your financial needs in the future. Should you have any questions, please contact ACE at (XXX) XXX-XXXX.

      Sincerely,

      Compliance Department
      Populus Financial Group, Inc.

    • Initial Complaint

      Date:08/29/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 2 emails from Ace Cash express on 8/29 regarding creation of an account that I did not create. One was for a survey and the other was to let me know that my Ace Flash debit card was on its way. I tried calling Ace and their phone system requires I enter my card number. I don't have a card, so that was not an option. I contacted Ace via email and Facebook messenger with the concern that an account had been created using my email address and that the email also referred to me by name, ******. I had several back and forth emails where they told to they can't help and I need to log in or call. I told them I can't do either of those things as I do not have an account. Via fb messenger I was told that a member would be calling me shortly. I never received a call and after I went back to messenger to let them know, they have not replied to me since. Attached are screenshots of the account creation emails, customer service emails and fb messenger chat.

      Business Response

      Date: 11/07/2022

      Business Response /* (1000, 5, 2022/09/13) */
      Dear Mr. *******:

      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 email you received about a Flare account. Based on the description in your complaint, ACE believes 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 Netspend contacted you to explain that the email you received was sent to you in error, and you should not receive any further emails related to any Netspend-managed programs.

      We apologize for your inconvenience. To better serve you, please contact Netspend for assistance with any further questions regarding this matter. You may contact Netspend's corporate office by calling 512-874-7715 between 8:00 AM and 8:00 PM CDT, Monday through Friday.

      Sincerely,

      Compliance Department
      Populus Financial Group, Inc.

    • Initial Complaint

      Date:08/25/2022

      Type:Billing Issues
      Status:
      Answered
      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 emails from Jessica ********* ****************@acecashexpressfinance.com.at ace cash stating that I received a loan. That they are issuing a warrent for my arrest unless I send x amount of money. I never took out a loan through them. I don't qualify. I am dealing with Fraud on my account after leaving my abusive x but I never took a loan through ace. The emails are in spam and normally have different names on them!

      Business Response

      Date: 10/14/2022

      Business Response /* (1000, 5, 2022/08/26) */
      Dear Ms. *****:

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

      Based on the information provided in your complaint, you do not have any pending collection items with ACE. ACE has not contacted you. The email(s) you received was not from an ACE representative or any person acting on ACE's 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 Florida Attorney General's Office. 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:08/19/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Hello I'm needing help. I've received a threatening call saying I would be taken to court through Dallas
      County and would haveto pay over $4,000 in court cost for a loan that was $1,000. The collection agency Regional stated in order to stop that from happening i would Have to make a payment and set up
      Payment arrangements. I agree and made a payment that same day. My problem I'm having is, things happen in life and if you are to call them to a) make a partial payment b) or remove the payment for that day. They threaten and say you will be in default and court proceedings will continue. I would like answers on can they continue to threaten me although I've been making a payment of 194 biweekly since April/May 2022. Which by the way once the payment plan is complete in December i wouldve Payed double of what i owed.

      Business Response

      Date: 10/26/2022

      Business Response /* (1000, 5, 2022/09/01) */
      Dear Ms. ******:

      Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the most recent complaint you filed with the Better Business Bureau (BBB).

      Based on the information provided in your complaint, our research shows you originated a loan on November 11, 2021. Your January 10, 2022, payment returned, and your account went into default. On May 26, 2022, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to Receivable Management Services (RMS) with a balance of $2,724.56 at the time of sale.

      ACE ceased all collection activity in connection with your account when it was sold to RMS. Any collection activity following the sale of your account was not conducted by ACE representatives or on ACE's behalf.

      We have addressed this issue with the debt buyer. If you would like additional information, please contact the debt buyer directly at:
      Receivable Management Services
      5571 University Dr. Suite 204
      Coral Springs, FL XXXXX
      (XXX) XXX-XXXX


      Sincerely,


      Senior Compliance Analyst
      ACE Cash Express

    • Initial Complaint

      Date:08/18/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 an email alleging that I owe Ace Cash Adavance money and I am being sued in Federal Court unless I send $169.00 immediately. They threatened to inform my employer, family and friends. I do not recall receiving a loan from this company.

      Business Response

      Date: 09/23/2022

      Business Response /* (1000, 7, 2022/08/19) */
      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.

      Based on the information provided in your complaint, you do not have any pending collection items with ACE. ACE has not contacted you. The email(s) you received was not from an ACE representative or any person acting on ACE's 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 Alabama Attorney General's Office. 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


      Consumer Response /* (2000, 9, 2022/08/22) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I accept the response that it is possible scam from a scammer.

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