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

185 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.

Initial Complaint
Date:05/07/2024
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.
Ace cash is say I never paid off my loans when I did pay them off because I have 3 settlement with them they are say I never paid when I rembering pay them off .
Business Response
Date: 06/10/2024
*******************:

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

We were unable to find any loan history under your profile. Please provide dates of the loans you reference in your complaint so we can conduct further research.

Should you need any additional questions answered, please do not hesitate to reach out to us.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:05/06/2024
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.
I have an account that went to collections that I paid off with your collections company RRS on 4/16.The Ace website still shows a balance owed. I have contacted Ace multiple times to get this updated. I was told they will contact RRS to do so. I then received no follow up and it has not been updated.Please update it. Thank you.
Business Response
Date: 05/22/2024
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 investigating your complaint, ACE found that you originated an online loan on May 26, 2023 for $295.48 including interest and fees. Your June 20, 2023 payment returned, and your account went into default. On October 31, 2023, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ********************* Services (RMS) with a balance of $288.75 at the time of sale.

ACE contacted RMS regarding your account. RMS advised you settled your account for $201.81 which stopped the Collection efforts. Your account still has a remaining balance with RMS for $108.67. Once the remaining balance is paid in full and ACE receives notification from RMS, ACE will update your account to a zero balance.

Please contact RMS if you want to pay the remaining balance on your account. You may contact RMS directly at:

********************* Services
******************************************************************************************************
***************

Sincerely,

Compliance Department
ACE Cash Express
Customer Answer
Date: 05/22/2024
I am rejecting this response because:
RMS provided me with a letter to say this balance was settled in full ?
Business Response
Date: 06/17/2024
Dear **************:
Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the rebuttal complaint you sent to the Better Business Bureau.
As stated before, ACE found that you originated an online loan on May 26, 2023 for $295.48 including interest and fees. Your June 20, 2023 payment returned, and your account went into default. On October 31, 2023,after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ********************* Services (RMS) with a balance of $288.75 at the time of sale.

As mentioned in our previous correspondence, *** stated that your account was settled with a remaining balance, meaning collection efforts would stop on the account. Please provide the letter you received from RMS so ACE can investigate further.

Please contact RMS if you want to pay the remaining balance on your account. You may contact RMS directly at:

********************* Services
************************************************************************************************
***************

Sincerely,

Compliance Department
ACE Cash Express
Initial Complaint
Date:05/02/2024
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.
I paid my loan of $500.00 to Ace Cash but they never updated their file to show my payment. I made the payment to the same Ace Cash that I received the loan.
Business Response
Date: 05/22/2024
******************:

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 January 31, 2020. Your February 18, 2020 payment returned, and your account went into default. On June 29, 2020, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ********************* Services (RMS)with a balance of $477.48 at the time of sale.

If you would like additional information on your account, please contact RMS directly at:

********************* Services
********************************************************************************************************
*************

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:05/02/2024
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.
I received a fraudulent demand from an individual claiming to be ******************************, from an email address listed under a "*************************", supposedly representing ******* Law Firm LLC, alleging I owed an outstanding debt of $1,210 to Cash Advance USA. The communication threatened severe legal actions and significant consequences if I did not settle the debt within five hours. The email listed extreme measures such as wage garnishment and legal suits demanding up to $1,745.75 excluding attorney fees.I understand that this MAY not be sanctioned under the company, however, this person has used the company's platform to levy these accusations, which has also happened to me before under the guise of "Ace Cash Express".This is not the first occurrence of such fraudulent activity directed at me. A similar claim was previously made and was definitively proven to be unfounded and fraudulent. Despite this, the same type of fraudulent demand has been issued again, continuing the deceptive practices.I have documented and reported previous instances to the Better Business Bureau (BBB) and the Consumer Financial ***************** (CFPB), highlighting the fraudulent nature of these claims. In response to this ongoing issue, I have taken additional steps, including recording the ** address associated with the fraudulent emails, to aid in further complaints to regulatory authorities.The threats issued in the communication violate the Fair Debt Collection Practices Act (FDCPA) by making false or misleading representations and employing unfair practices in the attempt to collect a debt. I am requesting immediate cessation of all fraudulent claims and deceptive communications against me, failing which I will escalate the matter further to legal and regulatory bodies. This situation is being taken with the utmost seriousness to prevent any further fraudulent activities and protect my consumer rights.
Business Response
Date: 05/08/2024
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.

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

If the email(s) purported to be from ACE, this communication was likely part of a scam.

We recommend you report any further communications of this type to the consumer protection section of the Oregon ************************* 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: 05/08/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/16/2024
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.
Yes I got threatening emails to ight from some man name or going by a ********************* he is a senior deputy officer and he said I have 3 charges on me for writing out bad checks one problem my bank they don't use checks No it's Direct Express they don't have checks to write out and this harassment via email is ridiculous with these people who keep on contacting I want to know how they get my email address it's harassment too and making legal threats I got screenshots of this man's email tonight he said I owed money to ACE and I never got 1 loan with them and they know that person needs put away.
Business Response
Date: 04/19/2024
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) you received was not from an ACE representative or any person acting on ACEs behalf.

If the email(s) purported to be from ACE, this communication was likely part of a scam.

We recommend you report any further communications of this type to the consumer protection section of the ******* ************************* 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: 04/19/2024
Yes I realize this is a scam and the person and or person's involved needs arrested and locked up they can quit notifying me I like to know how he got my email address I just another yesterday threats from someone saying I have a warrant and that one is and has a complaint on it also but stuff like this neither IC3 cyber crime unit nor FTC is going to do nothing about it and something needs done. I know for a fact I have No plans with you nor took any out thank you **********;
Initial Complaint
Date:04/16/2024
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 job gave me a check. My id expired so I got a prepaid debit from the store listed company. I placed ******** on the card. I took out ******. They said that they put all of the funds on the card. But when I went to use it again the money was not there. I am missing ********
Business Response
Date: 05/01/2024
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 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 the Netspend representative reviewed the account transaction history with you. We also understand ******** emailed copies of your account statements to you, explained the transactions, and offered further assistance,should you have additional questions.

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 CDT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:04/12/2024
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.
Company refuses to help me get into an old account because I did not information from a bank account I have not used in about 10 years, was told I needed to go into a branch and when asked where *** stated I can find that online.. there is no branch near me
Business Response
Date: 05/09/2024
Dear ****************:

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

We are unable to discern from your complaint the issue(s) you would like ACE to address.

To better serve you, please provide further details about your complaint and any other information that *** help ACE research your complaint.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Customer Answer
Date: 05/22/2024
Company now refuses to lend to me, claims I have poor performance with them when I have never had a loan from them. Advised to contact the 800 number for more information but cannot get a person
Business Response
Date: 06/10/2024
Dear ****************:

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

We apologize that you did not have a satisfactory loan application experience. Our system makes all credit decisions pursuant to our standard underwriting criteria. You are welcome to reapply at any time, and we hope to have the opportunity to help assist you in the future.

Please let us know if we can be of any further assistance to you.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Initial Complaint
Date:04/01/2024
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 took out a loan last October and then went through a financial burden after losing my grandmother. Family members who I dont associate with are now getting calls from collectors stating Im going to be served and threatening to show up at my work. *** will not give me a copy of my contract nor with the place calling give me any information as well they just wanted my card number or threaten. To serve me at my place of work. How can you trust a company that wont give you any information from ace or the debt collectors
Business Response
Date: 04/15/2024
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 September 6, 2023. Your September 21, 2023, payment returned,and your account went into default. On January 30, 2024, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ********************* Services (RMS) 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 RMS. Any collection activity following the sale of your account was not conducted by ACE representatives or on ACEs behalf.

We have addressed this issue with the debt buyer. If you would like additional information, please contact the debt buyer directly at:

********************* Services
**********************************************************************************************************
**************

Sincerely,

Senior Compliance Analyst
ACE Cash Express
Initial Complaint
Date:03/26/2024
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.
A debit card from your company was sent to me. It was an account started by a criminal. I immediately requested that the account be closed and paperwork or email verifying that it was closed be sent to me-the person declined and refused saying, "We don't have paperwork for that" My identity was stolen and I need this verification that this account is closed!
Business Response
Date: 04/09/2024
Dear **********************:

Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the complaint filed with the Better Business Bureau regarding the opening of a PORTE account. Based on the description in your complaint, *** believes your complaint is with ********, not ACE, since they are the program manager for PORTE. Nevertheless, *** takes these situations seriously and escalated your concerns to Netspend.

We understand Netspend has been in contact with you regarding this matter. 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 CDT, Monday through Friday.

Sincerely,

Compliance Department
Populus Financial Group, Inc.
Customer Answer
Date: 04/10/2024
I have reviewed the business response and find it interesting-I will contact the phone number
Initial Complaint
Date:03/18/2024
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.
The company Ace Cash Express was supposed to loan Me $5,000 but they had some conditions that was supposed to help raise my credit score that they wanted me to do. And having never done an online loan before I had no idea what this was so I did it and they deposited $2,500 and I was supposed to go by so many ******* cards and give them the information. All of this came to the amount of $7,700 which was all fraudulent and now my bank says I owe that back to them and I want them to actually give me the cash to put back into my bank.
Business Response
Date: 04/15/2024
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.

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 anycall recordings you have.

Sincerely,

Compliance Department
Populus Financial Group, Inc.

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ACE Cash Express is NOT a BBB Accredited Business.

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ACE Cash Express is NOT a BBB Accredited Business.