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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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    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:08/15/2024

      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.
      Date: 7/25/2024 Amount $275.00 Scam/Fraudulant attempt to collect ACE Cash Express sent a 10-Day Demand for Payment that I never received nor cashed out the Check from them, and I believe this letter is related with Scam.Please help to stop receiving this notice.Attachment: Please see the attachment for details.

      Business Response

      Date: 08/26/2024

      Dear ************:

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

      After researching your complaint, ACE found a check for $250.00 made payable to ********************* was cashed on May 31, 2024 at an ACE location. The check included an endorsement and was cashed under a profile matching your information. If this check was not endorsed and cashed by you, please fill out the included Affidavit of Fraud and return it with a police report to ******************************.

      Please do not hesitate to contact us if you have any further questions.


      Respectfully,

      Compliance Department        
      Populus Financial Group, Inc. 

    • Initial Complaint

      Date:08/02/2024

      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.
      Multiple times in the last several weeks I have had issues applying for a payday loan or installment loan. I get to the step of sending in my ID and then it goes downhill from there I have had to call and do the bank verification and all that which all checks out as well but because your system is saying it cant fully verify me I am rejected and I have also asked multiple times about the requirements because there is basically none listed on your website and when I ask about this I am met with vague responses and given the run around when I desperatly needed a loan to get by until my paycheck due to getting Covid-19 I spoke to someone today who said they were gonna take my complaint down and transfer to me to a supervisor well never got transfered, no one called me back and I am really really dissapointed because I have spent time and energy even while being very sick to try and get what I needed. I dont appreciate the run around and the agents who do not want to do their job

      Business Response

      Date: 08/20/2024

      Dear ********************,

      Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your recent loan applications. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint. 

      At ACE, all credit decisions are made by the system, not by a person. Our records indicate that you recently submitted three applications and were provided with a Notice of Adverse Action (****) after the system processed each application.The denial reason for each application was listed on the **** you were provided. Our records also indicate that the income information provided on these applications varied and ranged from $130.00 to $15,000.00 on a bi-weekly basis. If any changes occur to your personal information, please be sure to input that information accurately and completely when applying. We welcome you to re-apply for credit services at ACE at any time.

      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: 08/20/2024

      I have reviewed the business response and accept this resolution. The income issue may have been a system issue however 

      Customer Answer

      Date: 08/20/2024

      I wanted to add I never put 15 thousand or whatever and my biweekly income can fluctuate so they should have been more clear about this 

      Customer Answer

      Date: 08/21/2024

      Hi I went to apply and ** still having to correct on my profile that I dont live in ********** and it never seems to be corrected 

      Customer Answer

      Date: 08/30/2024

      Their website is continuously giving me issues especially when it comes to verification and updating my information because it thinks I live in ** when I do not and have tried to update it multiple *********************** and over the phone so they have made it impossible for me to do anything 

      Business Response

      Date: 08/30/2024

      Dear ********************,

      Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your loan applications. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint. 

      After researching your complaint and customer profile, we confirmed that your account properly reflects your Texas address as of 5/24/2024. Our records indicate that your most recent loan application, on 8/22/2024, was for a loan in the state of California. Your loan application prior to the aforementioned application, also on 8/22/2024,was an application for credit services in ****** Following each application, you were provided with a Notice of Adverse Action (****) after the system processed each application. The denial reason for each application was listed on the **** you were provided.

      When navigating the ACE website to apply for a loan,please make sure you select Texas as your state and then continue with the application process. We welcome you to re-apply for credit services at ACE at any time.

      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: 08/30/2024

      I have reviewed the business response and accept this resolution. 

      Customer Answer

      Date: 09/01/2024

      I am still having to correct on their website that I do not live in ** and there verification system Decision Logic isnt connecting to my bank at all so may errors

      Customer Answer

      Date: 09/07/2024

      This is an issue with the website you have to log into two different sites to either do a Payday Loan or Installment Loan application and each of those profiles I have to correct the state I live in and I have told customer service this multiple times please fix your site and Decision Logic because it acted like it couldnt connect to my account 

      Customer Answer

      Date: 09/07/2024

      This is an issue with the website you have to log into two different sites to either do a Payday Loan or Installment Loan application and each of those profiles I have to correct the state I live in and I have told customer service this multiple times please fix your site and Decision Logic because it acted like it couldnt connect to my account 

      Business Response

      Date: 09/13/2024

      Dear ********************,

      Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your loan applications. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint. 

      We have confirmed that your ACE account properly reflects your Texas address as of 5/24/2024. Our records indicate that your most recent loan application, on 8/29/2024, was properly submitted for credit services in ****** However, this loan application was cancelled due to inactivity during the verification process. Our records indicate that you attempted to log into Decision Logic, but that you did not complete the verification process. You also did not call in to complete the verification process as instructed in the email sent to you on 8/29/2024. You were also sent a reminder on 8/30/2024 notifying you that your application was about to expire.

      Your loan application prior to the aforementioned application, also on 8/29/2024, was an application for a payday loan in *********** Following this application, you were provided with a Notice of Adverse Action (****) after the system processed the application. The denial reason for the application was listed on the **** you were provided. When starting an application, the consumer must select the appropriate state from the dropdown menu. Our records show that you are selecting California when applying for a loan in *********** Please ensure that when navigating the ACE website to apply for a loan that you select Texas as your state and then continue with the application process. We welcome you to re-apply for credit services at ACE at any time.

      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: 09/13/2024

      I have reviewed the business response and accept this resolution however I wasnt selecting California it was already there in my profile and I always have to update it to the right state 
    • Initial Complaint

      Date:07/30/2024

      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 received a **** Debit card from Porte banking on 7/28. I called the on 7/28 multiple times to let them know this is a fraudulent account and they refused to close it and suggested I reach out to FTC which I did today 7/29. They wanted to verify account and last 4 of phone number they gave were not mine and then they asked for the last 4 digits of SS# which I refused to give them. I asked to be transferred to their fraud **** and they don't have such a department.

      Business Response

      Date: 07/29/2024

      I spoke to *********************** and the complaint isn't against us, it is on Porte Banking. Please remove this compliant from our records. Her written complaint even states Porte Banking.

      Business Response

      Date: 08/22/2024

      Dear ****************:

      Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding a Porte card. Based on the description in your complaint, *** 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 that Netspend has been in continuous communication with you regarding the opening of a Porte account in your name. We also understand that the Porte account is now closed.

      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 Netspends corporate office by calling ************ between 8:00 AM and 5:00 PM CT, Monday through Friday. 

      Sincerely,

      Compliance Department
      Populus Financial Group, Inc.
    • Initial Complaint

      Date:07/21/2024

      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.
      Hello I received a letter from ************* Services in *********, ** about a past due balance with Ace Express. I filed Chapter 7 BK over 12 years ago and all my debts were included. The letter that I will attach is a threatening letter stating that I will be sued and a judgment will be placed on my credit report. This is deceptive practices and I will be filing a complaint with the ***** The statue of limitations is well beyond expired and my Chapter 7 BK was discharged. I also will be filing a complaint with the ***** as well. I lived in ** and ** over 11 years ago, and due to me leaving for adomestic violence situation, I started over elsewhere in which why I filed Chapter 7 before I relocated.

      Customer Answer

      Date: 07/22/2024

      Also, in the letter that I have attached, it says that I receive SSI. I have NEVER in my life applied or received any SSI benefits. I have worked all my life. I'm not understanding how and why this company is contacting me after all these years and me filing  BK several, several years ago. 

      Customer Answer

      Date: 07/22/2024

      I have also filed a complaint with the **** as well. 

      Business Response

      Date: 07/23/2024

      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 email(s) or letter(s) you received was not from an ACE representative or any person acting on ACEs behalf.

      If the email(s) or letter(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 ************ of ******** 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

      Customer Answer

      Date: 07/23/2024

      I have reviewed the business response and accept this resolution. Thank you for responding expeditiously!
    • Initial Complaint

      Date:06/24/2024

      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.
      On 6-17-24 I applied for a loan with this company online. I received a phone call that I had been approved for $2,000 at 8.99% with payments of $174.89 for 12 months. Loan agreement was emailed to me and was signed and sent back with ID. Was told that funds would be deposited yesterday afternoon. Received another phone call advising that because my credit score was below 700 i needed to pay a refundable deposit of 5% of the loan ($100) in order to have the funds deposited. I was advised that if this was paid with a debit card it would take 8-10 days to process or I could pay with an **** card and it would process immediately. I purchased an **** card and was advised that the funds would be in my account yesterday evening. I was told i would receive an email from the ********** of ******* due to the money coming from out of state, advising that once the money was in my account there would be a $217 refundable fee taken out of it. (Refundable on your income tax return i was advised). I received no money in my account and today received an email from ********** of ******* advising i needed to pay $217 plus a refundable stamp fee of $8 to the lender before they could release my funds. I called Ace Cash Express and was advised they would file a ticket to have this moved to have the fee deducted from the loan monies. I received a call back advising that the final decision was that this $225 had to be paid first.

      Business Response

      Date: 07/08/2024

      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 regarding a loan. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.

      ACE does not offer an online loan product to residents of the ****************************. Based on the information provided in your complaint and our research, we have determined that the communications you received were not from ACE. We do not engage in or condone the business practices described in your complaint. Since the communications you received were not from an ACE representative or any person acting on ACEs behalf, it appears the communications were likely part of a scam.

      We realize scams are a serious issue. In an effort to inform and educate consumers, ACE provides information on our website describing various scams and steps consumers can take to protect themselves from scams. This information can be found at the following web address:www.acecashexpress.com/protect-yourself-from-scams/.

      We also strive to stop scammers who use email as a vehicle to conduct their scams. To help us take further action to stop these scammers, please forward a copy of the email communications you received, along with the scammers email address, to ******************************************* Please include your name and Reference Number ******** in the subject line of your email. Should you have any questions about this process, you may call ACE **************** at ************. 

      You should report any further communications of this type to the consumer protection section of your states ************************* You should include any communications and/or copies of any emails received and any call recordings you have.


      Sincerely,

      Compliance Department
      Populus Financial Group, Inc.
    • Initial Complaint

      Date:06/10/2024

      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.
      I went into the Ace Cash location in ************************* in ********** VA and signed documents that the receptionist gave me. She told me I was denied and would not allow me to look over the documents that I signed. Please look into this matter. Thank you

      Business Response

      Date: 07/05/2024


      Dear *************:

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

      Upon receiving your complaint, we immediately escalated your concern to our Regional Vice ********** *********** We understand that **************** was able to contact you regarding your application and denial documents. As **************** stated over the phone, our point-of-sale makes all credit decisions and store associates do not have any additional information regarding application approvals or denials. Our District Manager also spoke with the store associate that you worked with and provided a coaching on our customer service expectations.

      We do hope that we are able to work with you in the future. Should you need any additional information, please do not hesitate to contact us.



      Respectfully,

      Compliance Department
      Populus Financial Group, Inc. 

    • Initial Complaint

      Date:05/29/2024

      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 notification from my bank Ace Flare account, that $919.75 was approved at TJMaxx on ******************* in ******, Tx. I immediately called the TJMaxx location to information them that I did not make that purchase and that my card was used fraudulent and I called my bank to dispute the charge. ******** informed me that my pin was not accepted however, they still let the charge go through and told me I would have to wait 10 business days from 05/10/2024 to come to a resolution for my claim. Today, 05/24/2024, ******** informed me that my claim was denied because, per their words "There was not an error with your card because management decided that I allowed someone to use my card". I never authorized any to use my card and I was at work when the transaction happened. I made sure to call TJMaxx to let them know the charge will be disputed because it's fraud! I am now behind on bills because over $900 was stolen from me and now I can't get it back. I want my money back and will be trying to take legal action.

      Business Response

      Date: 06/12/2024

      Dear **************,

      Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding 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 ACE branded card products. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.

      It is our understanding that Netspend worked with you, and as of 5/29/2024, the matter has been resolved.

      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 Netspends corporate office by calling ************ between 8:00 AM and 8:00 PM CT, Monday through Friday. 

      Sincerely,

      Compliance Department
      Populus Financial Group, Inc.
    • Initial Complaint

      Date:05/16/2024

      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.
      My husband asked for a money order $1430.00. He gave her an envelope containing 12 $100.00 bills & 12 $20.00 bills. The cashier didn't count the money before giving him a money order for $1030. She comes out to our car saying he had given her too much money. She gives us back $200. I asked her where the other 200 was. She claims that she had was all the money my husband gave her. She said she gotten distracted talking to my husband but he had asked for $1030 not $1430. I called the store later and was told there was nothing they could do. I decided to call another location and got the number for the corporate office. Turns out it was customer service for corporate. I registered my complaint. They said someone would call me within 48 hours. The next day the manager from the original location called me. She said they would have to wait until the end of the month to see if there were any overages. Uh. Since I hadn't heard from anyone from customer service, I called them. I was told the money had been found. When we tried to collect it we were told there was no money. I made several calls ***************** 3 different reps told me there comments in my complaint saying the money was found. It also said a district manager had called me which was hot true. At the end of March I called the store and was told there was no $200 overage. During this entire time I asked for the name of the district manager but was denied the information. The. First week of April a manager finally called me with same story I heard from others. Never got money returned. I do have reference #'s for the calls made and names of reps I talked with. **************** # ***********. Reference # ********. Looking for $200 that wasn't returned.

      Business Response

      Date: 05/20/2024

      Dear ************:

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

      Based on the information provided in your complaint, ACE is not able to speak with third parties regarding a transaction for another person (spouse). Please have your husband submit a complaint and we will respond.

      Please do not hesitate to contact us if you have any further questions.

      Respectfully,

      Compliance Department
      Populus Financial Group, Inc. 

    • Initial Complaint

      Date:05/13/2024

      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 an active account with ******************** and I hadnt used their services for a very long time and I wanted to see about a small payday loan to cover a bill when I went to apply I got a message about I needed to reside in the state I was applying I updated all my information including bank I called customer service and spoke to **** who said to try and different browser to apply so I did and I got a rejection that said I couldnt be approved due to poor performance with them? I dont know what theyre talking about and I certainly have paid them back as far as I remember

      Business Response

      Date: 06/19/2024

      Dear ********************,

      Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your loan application. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint. 

      Your last loan was originated on 3/14/2019 and entered our collections on 5/15/2019 due to a returned payment. On 5/24/2019, you entered into a promise to pay ("PTP") for the remaining balance on your account. That PTP was broken on 6/17/2019 after a missed payment. You entered into a new PTP for the remaining balance on your account on 6/17/2019. That PTP was broken on 6/25/2019. After collection efforts were unsuccessful, your account was then sold to ************************ ("DMP") on 12/19/2019.


      On 3/2/2021, you emailed ACE to inquire about your payments made to DMP and we confirmed that your balance had been paid in full ("PIF") and you were provided with a PIF Letter. Additionally, after learning that you had a less than satisfactory experience with DMP, we notified you that we would buy back your account and place a hold on your record to prevent any future activities, including future loan activity.

      Our records indicate that you received the Customer must reside in the state where applying for credit denial reason due to your application for credit for a California loan. Our records also indicate that you received the Poor loan performance with us denial reason due to the hold placed on your account in March of 2021. The hold has now been removed, and we welcome you to re-apply for credit at ACE.

      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: 06/19/2024

      I have reviewed the business response and accept this resolution
    • Initial Complaint

      Date:05/10/2024

      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.
      Ace Cash Express is attempting to defraud my company by sending a demand for payment on a check cashed by one of my employees. This check was already cashed at a bank and Ace Cash Express must have fronted this to the person for a used check. I do not do business with Ace Cash Express and am obviously not liable for a mistake made by Ace Cash Express that does not involve me or my company. Logical issue here: This is bad business practice because it opens up the possibility to receive money from the person that received the money as a "loan" and also another party (me), this is theft by defrauding by definition. regardless of if the money is retrieved from the person that it was given to in the first place.When i called the customer service number list online, the ******************** representative threatened me, yelled at me, would not let me speak etc... Telling me that they were coming after me for this money. This company needs to be investigated because it is pretty apparent that I am not the first person that they have defrauded. I have verified this explanation with my bank

      Business Response

      Date: 06/10/2024

      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. We understand from the complaint that you have received collection letters from ACE regarding a check cashing transaction. We take feedback such as yours seriously, and we appreciate the opportunity to respond to your complaint.

      Based on our investigation, we concluded the check in question was drawn on an account held by Wild Bay. The check was presented by the payee with no restrictive endorsements at an ACE location, where the payee received cash in exchange for the check. The check was subsequently returned to ACE unpaid by the bank it was drawn on due to a duplicate presentment. Thus, ACE has not received payment for the item it exchanged in good faith for cash.

      Since ACE received the physical item, it is a holder in due course and may enforce the check against the maker. If you would like to make a payment on this item, please call our automated phone system at ************.

      Sincerely,

      Compliance Department
      Populus Financial Group, Inc.

      Customer Answer

      Date: 06/11/2024

      I am rejecting this response because:   The response does not show any valid reasoning/explanation for the fraud attempt. My concern was not addressed, which shows that they must know what they are doing. 

       

      Business Response

      Date: 06/21/2024

      Dear ****************:

      Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the rebuttal complaint you filed with the Better Business Bureau.We understand from the rebuttal complaint that you have received collection notices from ACE regarding a check cashing transaction, and you suspect the check cashing transaction may have been fraudulent. We take feedback such as yours seriously, and we appreciate the opportunity to respond to your complaint.

      As mentioned in our original response, our research showed the check in question was drawn on an account held by Wild Bay. The check was presented at an ACE location by the payee, with no restrictive endorsements, where the payee received cash in exchange for the check. The check was subsequently returned to ACE unpaid by the bank it was drawn on due to a duplicate presentment. *** had no reason to believe the check had already been presented when ACE exchanged it in good faith for cash. If you suspect the check was cashed fraudulently, you should contact the drawee bank to discuss the procedures to file a fraud claim.

      Since ACE received the physical item, it is a holder in due course and may enforce the check against the maker. Nonetheless, as a courtesy, we have placed a hold on your collection item and noted your contact information accordingly. You should not receive any further collection attempts by ACE on this item. However, if you would like to make a payment on this item, please call our automated phone system at ************.

      Sincerely,

      Compliance Department
      Populus Financial Group, Inc.

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