Complaints

This profile includes complaints for ACE Cash Express's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

ACE Cash Express has 860 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ACE Cash Express

  300 E John Carpenter Fwy Suite 900 Irving, TX 75062

• 

  ACE Cash Express

  621 Miller Valley Road Prescott, AZ 86301

• 

  ACE Cash Express

  8101 E. State Route 69 Prescott Valley, AZ 86314

• 

  ACE Cash Express

  710 E. Warrington Ave. Pittsburgh, PA 15210

• 

  ACE Cash Express

  8525 S Hosmer St Ste 104 Tacoma, WA 98444

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:03/17/2024

  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.

  Ive recently applied for payday loans and right after I make a payment with my debit card I start getting fraud charges from other stuff and this only happens as soon as I make a payment to Ace cash express. Happened to me a couple of times already.

  Business Response

  Date: 04/03/2024

  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. 

  
  ACE found that you originated an online loan (loan *************) on March 2, 2024, which was paid in full by ACH, not debit card, on March 15, 2024. As of the date of this letter, you have an open loan (loan *************) with ACE that was originated on March 25, 2024, and is due on April 5, 2024. Your open loan was funded through ACEs Instant Funding to a debit card option. ACE does not sell or share your debit card information when you use the Instant Funding option or make a payment. Also, ACE has not received notice of any fraudulent activity from its debit card processor.

  
  We apologize for any inconvenience, but please contact your bank to discuss any fraudulent charges.
  
  
  
  Respectfully,
  
  
  Compliance Department        
  Populus Financial Group, Inc. 

• Initial Complaint

  Date:03/04/2024

  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 been charged 2 separate $20 overdraft fees today and the fees shouldn't been removed from my account. Today I have had so many issues trying to deposit a check on their ace flare app today. It kept showing me an error message. It eventually got to the point where the app wouldnt even load up. I called these people today and one rep told me to call ingo money to find out why I wasnt able to deposit the check on the ace website. I called that company twice and the wait was excessive! I was trying to avoid being charged in store to cash the check and deposit thefunds into my flare account but I ended up having to do that anyway! The deposit I made was enough to cover bother transactions that had a pending overdraft fee! Once I made the deposit I immediately went online to the Ace Flare website and it clearly showed both $20 overdraft fees were still pending!. As a matter of fact one of the fees stayed pending the entire weekend and that transaction had been covered already. I check my account again just now and both the 2 fees have been posted to my account! My account shouldnt be negative $37 it should be maybe negative $8. These fees needs to be removed! Due to there unstable website and app giving errors and giving information showing the fees were still pending is what i went by! I shouldnt be charged this $40. Refund my money immediately please!

  Business Response

  Date: 04/23/2024

  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.
  
  We understand that you contacted Netspend on 3/3/2024 regarding this matter and they explained how the overdraft service works. It is also our understanding that on 3/14/2024 Netspend refunded three $20.00 overdraft fees previously charged to your account as a one-time courtesy and that this matter is now 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 5:00 PM CT, Monday through Friday. 
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:03/04/2024

  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.

  My car was broken into in my card was stolen, which led to unauthorized charges. I filed a complaint with my bank and the next day my account was closed for no reason. Then I was told I wouldnt be refunded even though I didnt make those charges and they said no issues were found again even though I didnt make those charges and have a police report as my car was broken into it took me three weeks to even get a reply from the customer Service to whats going on or get any type of help and then when I finally got somebody, they gave me an attitude and was forcing me to try to talk in pull documents app while I was driving. I have every recorded phone call with every agent that Ive talk to which is a multitude as I kept getting the runaround for three weeks, and I still have not received help as they keep saying they made their decision and no issues were found but again if I didnt make these charges, how are you? No issues found it makes no sense and I have a police report.

  Business Response

  Date: 04/10/2024

  April 10, 2024
  ******************
  ************************************
  **********, ** 43054
  
  VIA: BBB Portal Only
  
  RE: BBB Case Number: 21357854
  
  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 Flare account. Based on the description in your complaint, *** believes your complaint is with ********, not ACE, since they are the program manager for your Porte account. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns immediately to Netspend.
  
  We understand ******** has two open claims with their dispute management team and that they have been communicating with you regarding your disputes. 
  
  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 CST,Monday through Friday. 
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:02/23/2024

  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.

  2/20/24 was called by ***************************** returned her call talked to a ********* she was very rude called me fraud told me I called two checks I explained to her I didn't agree said I did I till a picture then went and called the check again I was angry told her I have never done anything like that again explained what I did that day she said they will be collecting and they are taking to the companies I worked for and I signed the check so I'm responsible for if the phone crying and called my work company to find it what was going on.. Called back a few days later it was not my fault was my companies. I asked for an apology and was told that will not happen. I've never been called a liar or a fraud before maybe the training calling ****** who already had beat medical things going on that day should be required

  Business Response

  Date: 03/13/2024

  Dear **********************:
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (***) received a copy of your complaint filed with the Better Business Bureau regarding a check cashing transaction. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.  
  
  Our research shows that you cashed a check at *** on 1/4/2024. The check returned from the bank on 1/9/2024 and came into our ********************** on 1/10/2024.
  
  Our records indicate that an *** representative spoke with the maker of the check on 2/1/2024, and the maker of the check informed *** that the check had already been cashed. On 2/21/2024, you called *** and were informed of what the maker of the check said regarding the status of the check. On 2/22/2024, the maker of the check called *** and indicated that a bank error was actually the cause of the check return. The *** representative told the maker of the check that they should reach out to you and apologize. The balance of the collection item was paid in store on 2/21/2024 in the amount of $598.40 (the face value of the check plus the return fee).
  
  *** does not condone or engage in the type of collection activity described in your complaint. While we conducted an internal investigation and could not substantiate the activity noted in your complaint, we take these allegations seriously and spoke with the employee you interacted with to ensure they are clear on our expectations.
  
  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 *** at *************.
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:02/22/2024

  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.

  Hello, I am writing you today my account was hacked today 2/22/24 and over 1400 dollars was taken off my card. I have been a customer with this company over 7 years never had this problem until I received my tax return. I went up to an ace check cashing place they was able to give me a temporary while I was there that card was hacked as well and money was taken off. Every time I call the customer service to dispute they can not fine no information on my account and keep telling me to call back and try again I ask to speak to a supervisor twice and was on hold for an hour both times. And they still cannot find my account my card number password was also change to my last 4 digits of my ssn. Transactions was done I. ******* I live in ************ ******* I would like this resolved I work hard for my money all year and never had this problem until today please can someone help my I also have my statements they send me every month to show I am a customer and was a loyal customer for over 7 years

  Business Response

  Date: 03/12/2024

  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 unauthorized transactions on your ACE Flare account. Based on the description in your complaint, *** believes your complaint is with ********, not ACE, since they are the program manager for ACE branded card products. Nevertheless, *** takes these situations seriously and escalated your concerns to Netspend.
  
  We understand Netspend has been in contact with you regarding this matter. It is also our understanding Netspend resolved your concerns, and you are able to access the funds in your Flare account.
  
  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:02/22/2024

  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.

  Two of my checks were stolen from the post office, copied, and fraudulently used to cash a series of checks between December 8 and December 12, 2023. The signature on the checks appears to be mine but the numbers have all been changed. Two of five checks were caught by Chase bank and stopped payment on. My account was closed immediately. However, a woman named ****** ******* (************ *** ****) from Ace Express tracked down my daughter and called her saying we were liable for the two stopped checks if we didn't sign an affidavit she had. We talked to Chase and they told us not to sign anything and that we were not at all liable and that the checks in fact had not even been endorsed and were obvious fraud. Since then ****** has sent us letters requiring payment. We have filed a police report about the stolen checks and talked to Chase multiple times but have been repeatedly warned not to communicate with Andrea. At this point it seems that Ace is harassing me for their own negligent practices of cashing checks that are not only clearly faked but also not endorsed or validated. We are working with Chase to get the money back on the three checks that slipped through, but would like some assurance that Ace will stop contacting me, an 86-year old woman, and demanding payment.

  Business Response

  Date: 03/07/2024

  Dear Ms. ******:
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (“ACE”) received a copy of the complaint you
  filed with the Better Business Bureau. 

  After researching
  your complaint, ACE found that two of your checks were cashed by another
  individual at an ACE store. Your financial institution, JPMorgan Chase Bank NA,
  returned the checks on December 13, 2023. As a holder in due course, ACE may
  attempt to collect on a returned check from the maker or payee of the check. On December 15, 2023, after receiving notice that your
  checks were cashed fraudulently, your
  checks were notated as fraud in our system. ACE ceased collection activity
  against you on that date.
  
  ACE apologizes for any inconvenience you have
  experienced.
  
  
  Sincerely,
  
  
  Compliance
  Department
   ACE
  Cash Express 

• Initial Complaint

  Date:02/15/2024

  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 have a lot of emails saying that I Owe money to ace credit financial group **** I have never apply or use or register this company. THEY KEEP SENDING EMAILS OF CHARGE TO ME AND THEY ARE HARRASING ME TO pay 1125$ that supposedly I owe to them and I know that I dont owe them I dont even no them ,they said they have me in court which its not true how can you say that you will arrest me because I owe money but I have never registered in this company . Please help

  Business Response

  Date: 02/21/2024

  Dear ************:
  
  Populus Financial Group, Inc.d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Consumer Financial *****************.
  
  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 emails(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

• Initial Complaint

  Date:02/10/2024

  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.

  I was signed up for a prepaid debit card without my knowledge/comsent. I went in to cash a money order I received. When I asked to just cash out the money order, ********* said that I have to fill out a form. I was visibly confused when I was asked to do this, but I did so since she insisted that it was what I had to do. I completed a yellow form that she then filed. After depositing the funds from my money order to my personal account (not with *********************, ********* then handed a debit card and brochure to me. Again, I was visibly confused because I never asked to be signed up for a debit card. I tried to call customer service, but I kept getting transferred and redirected when I asked to close the account. I eventually went back into the Ace Cash Express and asked ********* how to cancel the prepaid debit card. She pushed back and wanted me to keep the debit card. I told her that I did not want to have the card or account. She took the card back from me and said that she would take care of it.I want to be sure that all ties to Ace Cash Express has been cut. I want to cancel the prepaid credit card. I do not know why I was signed up for an account in the first place, and I am not sure why I had to ask ********* for help in canceling it several times either. I also want a reversal of the enrollment fee.

  Business Response

  Date: 03/15/2024

  Dear ****************,
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (***) received a copy of the complaint you filed with the Better Business Bureau regarding a money order transaction and your *** Elite card. 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 understand you visited *** to cash a money order.During your transaction, you also completed the process to receive an *** Elite card. We understand that you may not have fully understood the process,so you requested to close the card. Your card has been closed and we have addressed your experience with the *** representative that assisted you with your transaction.
  
  You also indicated that you believe you should not have been charged the $3.50 new customer enrollment fee. This is a standard fee charged to new ACE check cashing customers and was appropriately included in your money order transaction. However, since your experience at *** was less than satisfactory, we would like to refund the $3.50 new customer enrollment fee as a courtesy. We have reached out to you to inform you of the refund, but we have been unable to reach you. Please contact *** at ************ so we can assist you with your refund.
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

  Customer Answer

  Date: 03/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/07/2024

  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.

  Ace express is overcharging me on a ****** loan. I refinanced my loan and my first payment is ******. I tried to go into my account to see why they are charging me so much but unable to change my password. This is message I receive-We apologize for any inconvenience this *** have caused.Your Password reset link *** have expired. Please use the following link to request new password to reset email. I have tried on several occasions to reset my password but continue to receive this message.

  Business Response

  Date: 02/22/2024

  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 your loan. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.  
  
  Our research shows that you originated an online loan at ACE on 1/8/2024. On 2/8/2024, you made payment in the amount of $243.97, bringing your balance to $350.00. On that same day you refinanced your loan for a fee of $64.58, bringing the remaining balance on your loan to $415.58.
  
  In your complaint you also detailed your issues accessing your online account to view your balance. If you are having issues accessing your account, please email ************************************** or call our customer service team at ************** for assistance accessing ACEs online portal.
  
  We regret any inconvenience this has caused you and hope to serve your financial needs in the future. Should you have any questions, please contact ACE at *************.
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

  Customer Answer

  Date: 02/24/2024

  I have reviewed the business response and accept this resolution. They did change the payment amount due to ****** but had stated that $415.58 would be deducted from my account on 2/8/2024.

• Initial Complaint

  Date:02/03/2024

  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 June 26, 2023 I applied for a $500.00 loan. - 6/26/23 (4:33pm) received an email stating I was approved and that funds will be sent to my debit card - 6/26/23 (4:43pm) received an email stating that they were unable to approve me, notice of adverse action. - 6/26/23 (6:09pm) I emailed the company at ****************************************** and advised them to cancel the request since I was no longer approved. - 6/26/23 (6:24pm) received an email that the loan has been canceled - 6/27/23 (9:46am) received another email that "Your request was carefully considered and we regret that we are unable to approve your application". - 7/6/23 (4:08pm) received a email stating that my loan was is past due. - 7/14/23 (3:03pm) received a email stating that $113.43 was deducted from my bank account. - 7/14/************ called Ace and spoke with a rep. I advised ******* that I never received the funds to begin with because of the loan not being approved. ******* advised that I will receive a refund for the $113.43 that was deducted from my bank account because of the error. - 7/24/23, 8/1/23, 8/9/23, 8/17/23, 8/25/23, 9/4/23, 9/12/23, 9/20/23 : received emails stating that I owe $960.56. - 1/10/24 - ******** called my mother who was NEVER listed on my account and stated "****** will be going to jail because of her past due amount of $1,220.28 that she owes to Ace Cash". 1/23/24 - ******** called my father who isnt on my account and stated We are calling to collect a debt on ************************* because she owes us $1,220.28 and she will be going to jail if we do not receive the payment". ----ACE CASH has used deceptive and abusive practices to collect consumer debts that I DO NOT OWE. *** has used aggressive and unlawful collection practices such as threatening to ************** prosecute, threatening to charge extra fees and report to credit reporting agencies, harassing my family (3rd party) with collection calls and giving out my personal information.

  Business Response

  Date: 02/28/2024

  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 the repayment of a loan. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint. 
  
  Our research shows that you applied for a loan in the amount of $900.00 on 6/26/2023. *** sent you an email detailing the denial of your application, but also provided a counteroffer to you for credit services for a loan in the amount of $500.00. You accepted the credit services and loan for the lesser amount on 6/26/2023 when it was presented to you via email. Your account was eligible for the instant funding option to receive the loan proceeds, and you elected to have the funds disbursed to the debit card that you provided at the time of your application. In your complaint, you indicate that you never received the loan proceeds. This does not align with our records. However, we are happy to research this further if you will provide us with a copy of your bank statement from the time in question to show that the funds were not received.
  
  After we sent confirmation of approval for the loan and disbursed the loan proceeds, you emailed us to cancel the loan.*** sent you an email to confirm that your loan had been cancelled and informed you that the $500.00 loan principal would be withdrawn from your account in ***** hours. On 7/5/2023, *** sent another email to inform you that there was a problem processing the return of the $500.00 that was disbursed to your card.After *** unsuccessfully attempted to obtain the loan proceeds that had been disbursed to you, your account was moved to collections on 8/16/2023.
  
  After collection efforts did not result in payment or payment arrangements, the balance was sold to ****************************** on 11/30/2023. ACE ceased all collection activity at that time. *** does not engage in or condone the type of collection activity mentioned in the complaint. We advise that you contact ****************************** at ************* if you have any further questions regarding the repayment of your balance.
  
  
  
  
  We regret any inconvenience this has caused you, and we look forward to serving your financial needs in the future. Should you have any questions, please contact ACE at **************.
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.