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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:10/19/2024
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.
The correct address is **************** it was not available for selections Ace cash express is open Monday thru Friday and Saturday from 9 to 6 they have employees who sit behind counter and lock there outside door and does not let any customer get service. This is my third time experience this at this location ace does nothing to employee who keep stopping customers for daily services because of employees who lock store door for hours during business hours. So customer only have Saturday to cash their ******************** and cannot because ace will not looking into these employees tactics
Business Response
Date: 11/13/2024
Dear Mr. ************************************ 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 the information in your complaint and our research, we found that the ACE associate who was working the day you attempted to conduct a check cashing transaction did not follow ACE policies and procedures. We have handled the matter internally, and an ************ Manager has made several attempts to contact you but has been unable to reach you. We apologize for any inconvenience you experienced, and we hope to serve your financial needs in the future.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:10/10/2024
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 dont know the date. They denied me access to all accounts. My bank Ace elite or ********* closed my bank account but kept all my money. They will not send me a check for remaining balance. I provided them with everything they asked for. I even got an email saying I dont need to do anything else. But now they locked me out of all access. I cant get or see my statements I can not talk to anyone on the phone either. It will not put my call through to a human without my bank info but the are keeping my bank info from me. Im trapped. I just want my money. I deposited money and they refuse to give it back. I just dont know what else to do. Everything is automated and Im stuck. And when I was able to speak to someone they refused to help me. And now when I email them they say they can not help over email that I have to call them. I call them but its impossible for me to get through to anyone. I need help or to file a complaint or file a law suit or something. It was much money. A little over $140 I dont even know an exact number because they wont give me a bank statement. but my family and I really needed that. We had to go eat from a food bank because they stole my money. How is this legal? Can I sue them? How many other people have they done this to? They need to be held accountable!
Business Response
Date: 10/25/2024
Dear Mr. ************************************* d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your Elite card. Based on the description in your complaint, ACE believes your complaint is with ********, not ACE, since they are the program manager for the Elite card. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.

We understand you spoke with a ******** representative after you filed your complaint. It is our understanding that ******** indicated that you need to call them for account verification purposes. 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:10/03/2024
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.
I had received three different calls over the weekend of Sept. 30th till Oct. 1st from a "******" asking for my location in an ominous way. I was travelling with my child and have been having issues with a possible stalker as it is so those messages were highly unsettling. Upon calling to inform them they shouldn't call and leave such ominous voicemail with all the kidnappings and rapes being reported in the country and they screamed at me. I did have an attitude as a concerned citizen and parent, but that doesn't excuse them yelling and screaming at me when I felt like my life or my child's life was being threatened. I will no longer accept ANY contact for ANY reason from this company at all. They didn't inquire about my debt in any way shape or form, therefore I will not be entertaining any options to give then any compensation for any loan I may have received in the past.
Business Response
Date: 10/17/2024
Dear Mr. Maddox:

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, our research shows you originated a
loan at ACE on October 12, 2023. The
loan went into default when your November 3, 2023, payment returned. On March 29, 2024, after ACE collection
activities did not result in payment or payment arrangements on the outstanding
balance, the account was sold to National Debt Holdings (NDH) with a balance of
$ 312.43 at the time of sale.
ACE ceased all collection activity in connection with your account when it was
sold to NDH. Any collection activity
following the sale of your account was not conducted by ACE representatives or
on ACE’s behalf.

ACE received
communication from NDH that your account is on hold until they hear from you to
set up payment arrangements. If you would like additional information, please
contact the debt buyer directly at:

National Debt
Holdings, LLC
(877) 277-5571

Sincerely,

Senior Compliance Analyst
ACE Cash Express
Customer Answer
Date: 10/18/2024
I have reviewed the business’ response and accept this
resolution.
Initial Complaint
Date:10/02/2024
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.
Hi I went to cash a check on Sept 16 at a Ace Cash Express and upon arrival they told they dont have all the cash so they have to do half on card and half in cash, so I agreed with them and did the half cash and half card and as I was in there she told me to swipe a card to activate so I can get the one half of my money, so I swiped the card and was trying to activate it and then their systems crashed so the lady told me to give her that card and try activating another one and so I activated the new card and then checked the balance at the store and it said the balance was 500$ and I assumed I had all my money for the day so I left. Then on September 24 I tried taking money off of my card so I could purchase something and I see that my balance is $0 and I check the app for my prepaid card and all its showing is 1 transaction from Ace on the 16th of September saying the money got put on the card and then on Sept 17 it says it got automatically voided back to Ace and I was never aware of that so I went up to Ace to see what I could do and now they are telling me that their receipt and systems show the first card failed and that they paid me full in cash that day and there is nothing they can do about it and *** tried calling corporate and the fraud department but they did a investigation and its showing in their systems they paid me all my money in full that day. This was my first check at my new job and I was planning on purchasing a new vehicle and now I am out of $500 and dont know what to do !
Business Response
Date: 10/16/2024
Dear Mr. ************************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your Porte account. Based on the description in your complaint, ACE believes your complaint is with ********, not ACE, since they are the program manager for Porte.Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.

We understand you spoke with a ******** representative after you filed your complaint and that you continue to be in contact with ******** regarding your account funds. We also understand that you were refunded on October 8, 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 CDT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:09/26/2024
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 or about August 26, 2024, I cashed a check at Ace Check Express. As a result of some suspicious activity on the makers' account (a legitimate multimillion dollar corporation), the check was not paid to Ace upon deposit. I received an email notification and responded right away. I spoke to ********* and Mr. ******* I attempted to keep them both in the loop until I could get the matter resolved. I advised ********* of the progression as I sought to resolve the issue. On or about September 20, 2024 after receiving two replacement checks which ***** ****** ***** (the bank which the check was drawn on) refused to cash, I explained to ********* that I was on fixed income and if the matter was not resolved, I would remit the amount owed out of my personal funds. In an effort to mitigate any inconvenience to the company, I offered to pay interest charged to the company by the bank financing their line of credit, as ********* had explained was an issue. I received an email on September 25, 2024, which I didn't see until after midnight. I immediately responded regarding the new developments and advised that the matter had been resolved and that I will call her in the next few days to confirm how she wants me to remit payment. ********* was very hostile, although, I remained professional and respectful during most of the call. She seemed to do her best to provoke me and repeated the same thing in various ways, reiterating the need for payment despite of everything I told her. I don't entertain foolishness; therefore, I disconnected the call and I will be reaching out to Mr. ******* She is not a good representative of *** and urge management to review the recording. I don't know what she thought she would accomplish by badgering me. She's aware that this is beyond my control. She's aware that I sought resolution from the onset. She's aware that I get income once a month and couldn't pay this until ***** cashes a check, a deposited check clears ***** bank or I get my SSI.
Business Response
Date: 10/18/2024
Dear Ms. ************************************ d/b/a ACE Cash Express (ACE) received a copy of the complaint you submitted to the Better Business Bureau.
We take feedback such as yours seriously and appreciate you bringing your interaction to our attention. We will investigate the correspondence you had with our employee and provide appropriate coaching based on what our investigation reveals.
Again,we apologize that you had a less than satisfactory experience with ACE. We hope to service your financial needs again in the future.

Sincerely,

Compliance Department
ACE Cash Express
Initial Complaint
Date:09/24/2024
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 sept. 11 I called Flare because they locked my card without reason or notice. An hour after that deduction start coming out of my account 3 transactions empty my social security money. I called back to notify them and was told I was give a new card. No way I could receive a card today when I just called. With a 0 balance the allow another charge to go through for ***** at a QT station not in my city. I am at a loss with nothing no money, no food except for what I picked up the night before. Can pay bill or go to doctor no gas money. I call company 5 times they would get all my info and then hang up.
Business Response
Date: 10/11/2024
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 Netspend issued a refund to your account and that you should now have access to the 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 CST,Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:09/18/2024
Type:Order 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, my name is *** ****** and I am 70 yrs old. I was sick for over a week and I wasn't working. I need the money for paid my electricity and buy me a food. I apply online and I didn't read how much it charge me an interest, I borrowed $500.00 and I am going to pay them $1,087.00. This is too much and I need help. Thank you so much
Business Response
Date: 10/03/2024
Dear Mr. ************************************* 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.

After investigating your complaint, we found that you originated a loan at *** on 6/3/2024. All information regarding principal, interest, fees, and payment amounts was provided in your loan documents, which were provided to you at the time of origination. If you would like an additional copy of your loan documents or have questions about your payments, you may contact our *************************** by calling ************** or sending an email to ********************************************************************.

If you would like to make different payment arrangements, please contact our ************* Team at *************.

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: 10/07/2024
I am rejecting this response because I am not read well English . Second one it is not fair what they charge me is extremely high. I borrow $500.00 and I am going to pay back them ********. Thank you
Business Response
Date: 10/17/2024
Dear Mr. ************************************* 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.

After investigating your complaint, and the loan that you originated online at **** website on 6/3/2024, we can confirm that all information regarding principal,interest, fees, and payment amounts was provided in your loan documents, which were provided to you at the time of origination. **** website and all online transactions at *** are in English. If you would like an additional copy of your loan documents or have questions about your payments, you may contact our *************************** by calling ************** or sending an email to ********************************************************************.

If you need to make different payment arrangements for the remaining balance on your loan, please contact our ************* Team at **************.

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.
Business Response
Date: 10/18/2024
Dear Mr. ************************************* 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.

After investigating your complaint, and the loan that you originated online at **** website on 6/3/2024, we can confirm that all information regarding principal, interest, fees, and payment amounts was provided in your loan documents, which were provided to you at the time of origination. **** website and all online transactions at *** are in English. If you would like an additional copy of your loan documents or have questions about your payments, you may contact our *************************** by calling ************** or sending an email to ********************************************************************.

If you need to make different payment arrangements for the remaining balance on your loan, please contact our ************* Team at **************.

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: 10/18/2024
Hello, I spoke with ***** two three weeks ago and he told me is nothing he can do. I asked to change the day of payment, he denied and said he can't change the day of payment. I asked him how much i am going to pay back, he told me $1252.52.
I just ****** $500. and I am going to paid them $1252.52. I am sorry to said that, but that is stilling to people if I notices they going to charge too much. I am not borrow money from them.
Customer Answer
Date: 10/18/2024
I am rejecting this response because: Hello, I spoke with ***** two three weeks ago and he told me is nothing he can do. I asked to change the day of payment, he denied and said he can't change the day of payment. I asked him how much i am going to pay back, he told me $1252.52.

I just ****** $500. and I am going to paid them $1252.52. I am sorry to said that, but that is stilling to people if I notices they going to charge too much. I am not borrow money from them.
Business Response
Date: 10/28/2024
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.

As previously stated in our communications, all information regarding principal, interest,fees, and payment amounts was provided in your loan documents, which were provided to you at the time of origination. If you would like an additional copy of your loan documents, or have questions about your payments, you may contact our *************************** by calling ************** or sending an email to ********************************************************************

If you need to make different payment arrangements for the remaining balance on your loan, please contact our ************* Team at **************.

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:09/12/2024
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.
09/11/2024 Today I received a phone call from somebody pretending to be a lawyer. Well they were rude and accused me of taking a loan out which i did not. I paid back all my bills and i never received any contact from your company until now. So what us goi ng on. Also it has been 5 years. This is a scam. I want proof of this so called loan. And I am not ******.
Business Response
Date: 09/25/2024
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, our research shows you originated a loan on February 2, 2019. Your February 28, 2019, payment returned, and your account went into default. On August 19, 2019, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ************************ (DMP) with a balance of $212.44 at the time of sale.

ACE received a communication from DMP regarding your complaint and stated that no calls have been made to you since 2019 when they closed your account. *** bought back the account on February 2, 2022, no calls have been made to you as your account is in cease and desist status.

Please contact our ************* Team at ************** if you have any questions regarding this communication.

Sincerely,

Senior Compliance Analyst
ACE Cash Express
Initial Complaint
Date:08/28/2024
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 August 26th 2024 my SSI check was deposited into my Ace flare account which is through Ace checking businesses what had happened is after my deposit I withdrew some cash I went to the gas station purchased an item got some gas and got on the road to go to chemo and went to use my debit card and it wasn't valid I could not use it I called the company they said my account was closed they couldn't give me reasons why and they would issue a refund check I asked them on this check could be refunded and they said with it in three days is your process with that being said now I called and they said they haven't processed the check they can't tell me when what that is fine way to survive I have serious medical conditions and I must travel three and a half hours twice a week just to get medical I need my money and it's not fair to do people like this and they're doing it to multiple people not just me
Business Response
Date: 09/19/2024
Dear Ms. VanMarte:

Populus
Financial Group, Inc. d/b/a ACE Cash Express (“ACE”) received a copy of your complaint
filed with the Better Business Bureau regarding your ACE
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 you spoke with a Netspend representative after you filed your complaint
and that you continue to be in contact with Netspend regarding your account
funds. We also understand that you were able to retrieve your funds via a money
order provided by Netspend.

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 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.
Customer Answer
Date: 09/19/2024
Good afternoon, I'm replying on complaint #22207407,Eric the CEO had issued a MoneyGram payment of 227.00 i pick up in anthem az . Aug 30th
I also received a check by mail from NetSpend in amount of $51.85 on September 19, 2024
After my check was deposited on August 26th ,2024
I Made a cash withdrawal, then got gas and few items at gas station. Which i had remaining balance of $439.00
And even with the MoneyGram i received in amount of $227.00 and check of $51.85 =$278.85 which if my calculations are correct I'm still owed $160.15
Also if the dispute filed prior to account closed returns September 30th ,2024
I'd like that balance as well
In which i had been in close contact with the company because a fraudulent activity on my account weeks prior to the closing of my account in which i filed police report to be safe when my device was stolen
I tried to be civil when i reported this matter to ace flare making them aware my device was stolen i believe my accounts have been compromised. An I've never but once got good customer service nor help until the CEO Eric had reached out and MoneyGram the $227.00
Since then tho he has Even refused my calls and has not returned my calls nor my email
Thank you kindly

Customer Answer
Date: 09/20/2024
I am rejecting this response because:
Good afternoon, I'm replying on complaint #22207407,Eric the CEO had issued a MoneyGram payment of 227.00 i pick up in anthem az . Aug 30th
I also received a check by mail from NetSpend in amount of $51.85 on September 19, 2024
After my check was deposited on August 26th ,2024
I Made a cash withdrawal, then got gas and few items at gas station. Which i had remaining balance of $439.00
And even with the MoneyGram i received in amount of $227.00 and check of $51.85 =$278.85 which if my calculations are correct I'm still owed $160.15
Also if the dispute filed prior to account closed returns September 30th ,2024
I'd like that balance as well
In which i had been in close contact with the company because a fraudulent activity on my account weeks prior to the closing of my account in which i filed police report to be safe when my device was stolen
I tried to be civil when i reported this matter to ace flare making them aware my device was stolen i believe my accounts have been compromised. An I've never but once got good customer service nor help until the CEO Eric had reached out and MoneyGram the $227.00
Since then tho he has Even refused my calls and has not returned my calls nor my email
Thank you kindly
Customer Answer
Date: 09/24/2024
I have one more file I'm sending over ot shows my deposit ny spending and balance and how they took from my savings put it in checking and rip me off for over $200 bucks an one account NetSpend and one ace flare
Customer Answer
Date: 09/24/2024
Shows on photos immediately after transferring my money as they choose they locked closed my account telling me to notify them and rip me off without a bank statement and sent the amount they decided two different payment methods and wrong amounts and my ace flare account and NetSpend
Customer Answer
Date: 09/30/2024
There's another email I just received this morning from the ace flare and they're admitting they still owe me money and I haven't got any money other than the MoneyGram they sent and and then they also sent a check one the check was $51.85 and the MoneyGram was 27 and they said that on August 30th and I got the check about a week and a half ago I need my money from these people
Business Response
Date: 10/10/2024
Dear Ms. VanMarte:

Populus
Financial Group, Inc. d/b/a ACE Cash Express (“ACE”) received a copy of your
rebuttal you filed with the Better
Business Bureau regarding your ACE Flare account. Again, based on the description in your rebuttal
complaint, ACE believes your complaint is with Netspend, not ACE, since they
are the program manager for ACE branded card products.

We
understand that a representative from Netspend has tried to contact you to
provide updates regarding your most recent complaint. 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:08/22/2024
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 contacted several times by some one claiming to be mediation for ******** saying I took out a loan for over ************************************************************************************************************ and my accounts could be frozen or Im taking to court but I can settle it today for 500 so when I asked them when was I supposed to took out a loan they could not give me the date when it supposed to have happen. And the call is coming from Atlanta ****** ************. I asked them I no for a fact that when you take out a loan you have to show Id and they copy it so they gotta show me a picture and all that cause I never took out a 1400 dollar loan with them
Business Response
Date: 08/22/2024
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) 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 ****************************** 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

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ACE Cash Express is NOT a BBB Accredited Business.