Business Profile

Payday Loans

ACE Cash Express

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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

Customer Complaints Summary

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

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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:01/24/2025
Type:Billing 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 recieved a payday loan from this company and chose the option to refinance the loan which would then be taken out in early February I looked over all the documentation and never did it say it would not only take out the fee for refinancing but also I would have to pay an additional fee with the loan itself which means Id be paying not only the ***** but ****** on top of that once the payment was due. And besides feeling like I wasnt being assisted I was not treated with respect
Business Response
Date: 02/20/2025
Dear Ms. *************************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint 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.

After reviewing your complaint and our records, we found that you originated an online loan at *** on 12/26/2024. On 1/17/2025, your original due date, the finance charge of $23.59 was debited from your account when you opted to refinance your loan.During the refinance process, you were presented with a message that read, The finance charges along with any principal buy down you may have selected will be debited from your bank account on the due date on your existing loan. The finance charge on your refinanced loan was $23.57, bringing the balance of your loan to be paid on 2/7/2025 to $123.57.

Our review also indicated that the *** representatives followed all ACE procedures when discussing the finance charges for your loan.

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: 02/20/2025
I am rejecting this response because they took out another ***** when it wasnt due yet when I refinanced the loan again and now I get some strange email that had no letter it just said in the subject problem with payment what payment? They did not disclose anything about when a payment was gonna be taken and those representatives were absolutely unhelpful and not professional and could barely understand them and there would be a lot of background noise
Customer Answer
Date: 02/21/2025
Got an email about my past due balance and when I logged in it was more than I borrowed and I didnt even know they were gonna take out the fee so soon I want this fixed this is not my fault I have attached a screenshot of the email
Business Response
Date: 02/28/2025
Dear Ms. *************************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint 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 records indicate that you originated an online loan at *** on 12/26/2024. On 1/17/2025,your original due date, the finance charge of $23.59 was debited from your account when you opted to refinance your loan.

You opted to refinance your loan for a second time on 2/14/2025, which required a second finance charge of $23.95 to be debited from your bank account. Again, during the refinance process you were presented with a message that read, The finance charges along with any principal buy down you may have selected will be debited from your bank account on the due date on your existing loan.

When ACE attempted to debit your account for the finance charge on 2/14/2025, the payment returned due to insufficient funds, triggering an additional $30.00 fee. At this time,your account moved to ACEs ********************** with a balance of $153.57. We have cancelled the scheduled payment due on 2/27/2025. Our records indicate that you made a $15.00 payment on 2/28/2025 and set up arrangements to pay the remaining balance of $138.57.

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: 02/28/2025
I have reviewed the business response and accept this resolution I just want to know would they be willing to waive that fee
Initial Complaint
Date:01/22/2025
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 requested a complaint needs to be filled with the customer service number with ******************** located on *********************************************. Contact number is **************. The lady who answered the phone today at the above location told me that I needed to have a copy of my annual award for a social disability payment THAT I DO NOT HAVE !! I receive a $4,000 monthly federal employment early disability retirment . The lady from this Ace Cash express location told me that it would not be enough information for me to borrow again even though I borrowed $1,000 from them previously and paid it back within less than a month with the Same documentation of my recent bank statement
Business Response
Date: 02/20/2025
Dear Ms. ************************************* d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau (BBB).

We apologize that you had a less than satisfactory experience with one of our store associates. We are investigating this claim and will provide coaching to the store employee, as needed. You are welcome to visit any of our Ohio locations and apply with the information you have available.

Again, we appreciate the opportunity to respond to your complaint. We look forward to servicing your financial needs in the future.

Sincerely,
Compliance Department Populus Financial Group,Inc.
Initial Complaint
Date:01/19/2025
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.
This bank who partners with Flare Accounts has allowed a person to open multiple bank accounts in my name and social security number without requesting proof of identification. They have aided in my identity being stolen due to poor business practice.
Business Response
Date: 02/04/2025
Dear Ms. **************** understand you have been in contact with ******** regarding your complaint.******** has advised that you file an identity theft report with the ************************ to address your concern.

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 ************ between 8:00 AM and 8:00 PM CDT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:12/27/2024
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.
Hello, The ACE Cash I borrowed the money from wasn't listed on your site; the address to the one I borrowed from is *************************************************** *************)That said, I took out a loan from ACE Cash Express on 8/23/2024 for $1500. My monthly payment was for $135.96. I asked if there was a daily interest rate and was told "no your interest rate is spread across the loan with one monthly payment and that your balance will never increase and your monthly payments with not change." So, before I took the loan, I made sure there would not be a daily interest fee. I asked the loan processor who processed my loan and "was told I would NOT be charged a daily fee." I moved forward with the loan On 12/20/2024, I made a payment of $500 and my balance was $503 and some change. Since that day, my balance has increased up ******. I called CENTER 246 and talked to ******* (manager) and another employee explaining the situation and ******* explained to me that my balance should not be increasing. I told them that I had been taking screenshots each day monitoring my balance. ******* looked up my account and "told me your balance has not increased," ******* told me "what I see on my screen doesn't show any increases." I also talked to another employee there as well and was told my balance should not be increasing and regardless of what I pay, my monthly payment will not increase, you will just pay it off sooner." ******* told me "your balance had not increased on her computer and that I needed to contact the corporate office." ******* and one of the employees also told me "with this type of loan your monthly payment does not change and your balance does not increase and there is no daily fee." I spoke with ******* (12/26) and *** (12/27) at the corporate office and was told a escalation ticket has been created. I have screenshots of my balance increasing daily and I believe this company has been robbing me since my first payment.
Business Response
Date: 01/24/2025
Ms. ********************************* 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.

We apologize that you received unclear information from our store associate regarding your loan. We will ensure they receive appropriate coaching on the matter. We have also reviewed the information available for your loan, and the balance is being reduced in accordance with the terms of the agreement. Specifically, the additional payments made have been applied to the principal and will be reflected at the end of the loan term.

We appreciate your business and look forward to providing you with excellent customer service in the future. Should you have any questions, please contact ACE at **************.

Sincerely,

Compliance Department
Populus Financial Group,Inc.
Business Response
Date: 01/27/2025
Ms. ********************************* 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.

We apologize that you received unclear information from our store associate regarding your loan. We will ensure they receive appropriate coaching on the matter. We have also reviewed the information available for your loan, and the balance is being reduced in accordance with the terms of the agreement. Specifically, the additional payments made have been applied to the principal and will be reflected at the end of the loan term.

We appreciate your business and look forward to providing you with excellent customer service in the future. Should you have any questions, please contact ACE at **************.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Customer Answer
Date: 01/28/2025
Please see attached response
Initial Complaint
Date:12/26/2024
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.
On 12.2 called in yo report my card stolen in my wallet with my pin code for my card. ****** was 6 ATM withdrawals back to back for 200 totaling in 1000. I filled a dispute but On 24th they denied it because talking about ther is no pattern of fraud. I don't ever take that kind of money out. This is not the first time. They have never approved any fraud dispute that I have filed.
Business Response
Date: 01/13/2025
Dear Ms. *********************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding unauthorized activity on your ACE Flare account. Based on the description in your complaint,*** believes your complaint is with ********, not ACE, since they are the program manager for *** branded card products. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.

We understand Netspend has been in contact with you regarding this matter, and that ******** issued a full reimbursement of the disputed transactions and the associated fees on January 2, 2025. We also understand you were able to access these funds the same day.

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 ************ between 8:00 AM and 8:00 PM CT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Customer Answer
Date: 01/15/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:12/18/2024
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 have an outstanding loan with Ace Cash Express; however, when I attempt to may a payment on the account the request is denied. The company calls me repeatedly throughout the day (7+ times a day, including after 8pm, and on the weekends) rendering me from my day job, my clients, and my ability to provide for my family. I am attempting to make payments but am refused or denied online. The unwillingness to accept a payment, no matter how small, is absurd.
Business Response
Date: 01/20/2025
Dear Ms. *********************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding a loan.We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.

Our research shows that you originated an online loan on 7/25/2024. On 8/14/2024,you revoked your electronic funds transfer authorization. Then, on your due date, 8/16/2024, you did not make your payment, and your account went into default. Our records do not show that there were any electronic payment attempts made on your account. If you have any record of the payment attempts referenced in your complaint, please provide them so that we may investigate further.

During our review, we also found that the ************************** attempted to contact you regarding your account but was unsuccessful in reaching you over the phone. At no time did ACE attempt to contact you more than seven times in one day nor did ACE attempt to contact you after 8pm CST. After collection attempts did not result in payment or payment arrangements, your balance was sold to ********************** on 12/18/2024. *** ceased all collection activity at that time. *** does not engage in or condone the type of collection activity mentioned in the complaint.

It is our understanding that ********************** has not had any communications with you and have no record of you attempting to contact them regarding this matter. We advise that you contact ********************** at ************** if you have any further questions regarding the repayment of your balance.

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:12/12/2024
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 received a statement requesting payment of $325 for a returned check that I NEVER wrote. -I have NEVER visited the establishment.-I have NEVER written a check to ACE CASH EXPRESS -My son received the exact letter but with his name on ***** is weird because I have not written any checks nor have any checks missing.This business it sending fraudulent communications and I request that they LEAVE ME ALONE. I request that an investigation be opened and ACE CADH EXPRESS be reported as SCAMMERS.
Business Response
Date: 01/10/2025
Dear Ms. ************************************* d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau regarding a check collection notice you received. 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, a check in the amount of $300 drawn on an account held by **** ******, with account number ending in 4737, was presented by the payee,****** *****, at an ACE location in **********, ******** on 11/21/24. The check was presented with no restrictive endorsements, and the payee received cash in exchange for the check after the payees identification was verified. The check was subsequently returned to ACE unpaid by the drawee bank because the account was closed.

Since ACE received the physical item, it is a holder in due course and may enforce the check against the maker. The letter you received from ACE dated 11/26/2024 was to notify you, as the maker, that the check was returned, and to provide information on how to clear the balance that is owed to ACE.

Should you wish to make a payment on your outstanding item, please contact ACE at **************.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:12/04/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today 11/12/2024 i deposited $5300 on a netspend flare account. I tried to verify my address and its still pending I was told if I close my account its take up to 20 days to retrieve my money. I was not told all this when i got the card. This is a scam to keep money an not return it
Business Response
Date: 01/03/2025
Dear Mr. ************************************ d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau regarding your Flare account. Based on the description in your complaint, ACE believes your complaint is with ********, not ACE, since they are the program manager for your Flare card. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns immediately to Netspend.

We understand ******** reviewed the documentation you provided, and after speaking with you on the phone to confirm the online account activity, removed the block on your account and you were able to access the funds on 11/13/2024. 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 ************** between 8:00 AM and 8:00 PM CST,Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Customer Answer
Date: 01/03/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:11/12/2024
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 been at ace check cashing over 10 years an recently I just got a card again cause I lost mine an I put $385.00 n charged $3.00 too put on card now I have the ******** cant activate it I called the store I got it from an she told how too activate it so I did then it took me straight too customer service asking me too send documents in IVE NEVER SENT TOO THEM BEFORE too get access too my card an money I put in it an when I told them Im not sending no documents they only way is allowing me too use it in voice transaction that Ive never did before an then I told I just go back too the store n get my money back they told me good luck with that like they just done robbed me lol I just want my card activated an so I can take my money off this card n let them have they business too them I find another debit card
Business Response
Date: 12/06/2024
Dear Mr. ***************** understand you spoke with a ******** representative after you filed your complaint and that you continue to be in contact with ******** regarding your account opening. We also understand that ******** has resolved this issue and you have successfully accessed your funds.

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 ************ between 8:00 AM and 8:00 PM CT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Business Response
Date: 12/09/2024
We are still researching this complaint and need additional time. Please extend the response deadline 10 days to 12/15/2024. Thank you.
Initial Complaint
Date:11/04/2024
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.
On October 21, 2024 I filed a dispute with Aceflare/Netspend in regards to an unauthorized electronic transfer and unauthorized transactions regarding my card ending in #****. Along with my dispute I attached an *** report, a notarized affidavit and a legal document that stated that I was involved in a ************* breach and that my information was stolen along with the card number **** that was attached to my cash app. I also requested that pending the investigation that I be provisionally credited until my money is refunded pursuant to 12 cfr ******* of the Electronic transfer act. To date it has been well over 10 days and I have not been provisionally credited and Aceflare/******** has not provided me with any validating or verification documents that would be proof of who stole my funds. This is hindering from paying my bills such as my rent and even being able to feed myself. Additionally, Aceflare and Netspend is violating me by law. I need my money credited back to me immediately in the amount of $2,934.19 My claim number is ********
Business Response
Date: 11/26/2024
Dear Ms. ************************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your ACE Flare account. Based on the description in your complaint, *** believes your complaint is with ********, not ACE, since they are the program manager for *** branded card products. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.

It is our understanding that on 11/1/2024 Netspend determined that you were not eligible for a provisional credit because the error was not reported in a timely manner. It is also our understanding that you contacted Netspend on 11/4/2024 to check the status of your dispute claim, and they explained why you did not receive a provisional credit to your account.Netspend is still currently investigating your dispute claim and is scheduled to complete their findings by January 16, 2025.

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 ************ between 8:00 AM and 8:00 PM CT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.

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ACE Cash Express is NOT a BBB Accredited Business.