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

  8525 S Hosmer St Ste 104 Tacoma, WA 98444

• 

  ACE Cash Express

  9119 Executive Park Drive Knoxville, TN 37923

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:07/29/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been contacted by email with threatening allegations of being sued. I Do not even have recollection of ever even having a loan with this company and if so it was over 15 years ago. Please stop with the harsh threats and provide proof. Otherwise I have no idea what they are talking about! Very unprofessional with the overly harsh means of intimidation and threats.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/01) */
  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 Texas Office of Consumer Credit Commissioner. 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, 7, 2022/08/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Satisfied with response. No further contact with ace or their affiliates.

• Initial Complaint

  Date:07/26/2022

  Type:Customer Service 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 use Ace Express for direct deposit deposit of my SSI benefits and have done so for over 5 years. For the past 6 months the company has been allowing various companies to over draft my account by small amounts (no more than $9.00 or $10.00), and then charging me an over draft fee of $23.00. They will then tell me that my card has to be replaced at a fee of $25.00. I only receive $841.00 per month. So when they replaced my card last month(for the 3rd time) I was under the assumption that should not be an issue again. As I only use the card to with draw money at Ace once a month, there should be no other charges for this card.On 7/25/2022, I received a text message from my Ace Flare Account stating that I had over drawn my account by $9.61. For a company named: ********** (X-XXX-XXX-XXXX), when I called the number an attorney answered and informed me that scammers had been using his number and that he had already started the process to change his 1-800 number. I then contacted the Ace Customer Service Line( X-XXX-XXX-XXXX), to file a dispute. I attempted to explain the issue I was having once again this month and was told that because the charge was pending that they could not stop the over draft fee from coming out of my 7/26/2022, deposit and that I just had to wait for it to post and then make a dispute. I advise her that I would wait to replace my card until after I removed my funds on 7/26/2022, and that this was the 4th or 5th time that this company had done this to me and I am on a fixed income. I advise the representative that I would be making a formal complaint and I wanted to speak with a supervisor. I then received a text message that I had reported my card stolen and would be charged $25.00, upon request of replacement. While I was still on the phone with the rep. I never once told this lady my card was stolen. So out of $841.00, I will be charged $25.00 (new card fee), $9.16 (fraudulent fee), $23.00 (over draft fee), $18.00 (check cashing fee).

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/08/10) */
  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).
  ACE serves only as a retailer of Netspend debit cards. Since Netspend is the program manager of your card, ACE forwarded your complaint to Netspend for review and response. Netspend advised ACE that they have been in contact with you regarding the issue discussed in your complaint. See Attachment A.
  Netspend further advised that if you believe any unauthorized transaction has occurred on your account that they can assist you in disputing the transaction.
  For any further questions, please call Netspend Corporate Office at XXX-XXX-XXXX between 8:00 am and 8:00 pm, Monday through Friday, Central Time.
  
  Sincerely,
  
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:07/25/2022

  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 had taken a loan for $1000 back in March of this year. I was making my payments and got swamped by unexpected financial burden. Now all of a sudden in getting emails I owe them $2500. Thats double what I borrowed! I reached out to see what I could do and they said I can make payments until 2024 completely ignoring the extreme increase in my balance. When I asked if they offer settlements atleast the girl provided the info then follows up with that by saying "since i told you this, this counts as me offering the settlement and it can be offered to you only once, you have 30 days to accept and pay the settlement of 60% of the total balance" pretty much trapping me in paying this horrible outstanding balance. I feel taken advantage of and bamboozled. The customer service reps are very unprofessional and just flat out shady.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 7, 2022/08/19) */
  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 loan. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.
  
  Our research shows you originated a loan with ACE on March 11, 2022. The contracted amount you agreed to repay when you originated your loan was $2,584.47. Your March 25, 2022 payment was returned to ACE unpaid, and your loan went into default.
  
  We understand from your complaint that you believe your loan balance increased after it moved to ACE's Collections Department, and that your debt is growing. We reviewed your account and found that your loan balance has never increased to more than what was agreed to in your loan agreement. We also understand you have been in contact with ACE's Collections Department, and the payment arrangements to which you agreed do not surpass what was agreed to in the contract. If you are dissatisfied with the payment arrangements, we are happy to continue working with you to find suitable payment arrangements that fit your budget. Please contact our Collections Department if you would like to discuss your payment arrangements further.
  
  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.

• Initial Complaint

  Date:07/25/2022

  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.

  Company sent wage garnishment to my job. They took 355 of my money and now I can't pay my bills.
  I've never got a loan from this company. I was never notified by this company nor anything abt court. They did not follow any laws regarding serving papers etc. I have never gotten a loan nor had collateral to. But the are illegally garnishing wages which is a mistake

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/09) */
  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 (BBB).
  
  Based on the information provided in your complaint, you do not have any pending loan obligations with ACE. ACE has not contacted you. The communications you received, in addition to any actions that occurred relative to your complaint, were not from an ACE representative or any person acting on ACE's behalf.
  
  If the communication 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 your state's Attorney General's Office. You should include any communications and/or copies of any emails you received and any call recordings you have.
  
  
  Sincerely,
  
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:07/14/2022

  Type:Customer Service 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.

  Got a phone call today from Ace Cash Express (store info is attached as picture)
  That my neighbor loan was past due, now how they had her name, and my name and phone number I do not know. I notified my neighbor and she said she doesn't have a loan with them. When I called back to get more information they hung up and when I called right back they didn't pick up. I called customer service to get the corporate phone number and was told they can not give me that although the number I called was listed as the corporate number. This whole company is a freaking scam when you look at all the reviews and the multiple websites they have. Please put a stop to this company and shut them down!
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/07/29) */
  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 a call you received, purportedly from ACE, where the caller referenced another consumer's loan. ACE takes consumer feedback seriously, and we appreciate the opportunity to respond to your complaint.
  
  Based on the information in your complaint and our research, ACE was unable to identify any record with your information. Moreover, ACE associates are trained to safeguard consumer information by not divulging personal information, including but not limited to loan information, to unauthorized parties. If you receive additional calls where the caller provides you with another individual's personal information of which you are not authorized to have, we advise you to contact the Consumer Protection Division of the Texas Attorney General's Office.
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.