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.

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  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

  8525 S Hosmer St Ste 104 Tacoma, WA 98444

• 

  Ace Cash Express

  9920 York Rd # A Cockeysville, MD 21030-3401

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2024

  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 applied for a loan on 1/24/24. I rec'd an email from a rep stating my loan was approved for the amount of $2,000.00. Then I received an e-doc stating that since my credit score was under 700, that I had to pay a fee of $100.00. She stated that I had to purchase an **** card for $100, which I did purchase the card, and called rep back with info. I was told that once the card cleared, that my funds would be funded to my bank account. Rep explained to me that the *********** has a $247 state transaction fee applies on the transfer when I receive the deposit from another state. She told me that I will get this refund included in my next yr tax refund. She stated it will be deducted from the $2,000.- I rec'd another email from their ***** of ******* stating.According to our policies in regards to signature loans, if you receive a unsecured signature loan from another state, there is a fee applied on the transfer which is $237.00. We require this fee from your side along with a stamp fee of $8.00 , in order to give you clearance. Please contact your loan service provider in regards to payment. We have submitted a payment link to them. You need to forward this payment to the loan service provider, So they can transfer your payment to us. We reserve the right to not provide any explanation/reason for this hold. Stamp fee $8.00 will be refunded to you after **** business days as stamp is required for only clearance. So once you get the clearance. Stamp will be voided and the fee will be refunded to you. Please make this payment of $237.00+ $8.00, Total $245.00 as soon as possible. So we can release your funds into your bank account. Please submit your payment to your loan service provider before January 29th, ****. Once we receive your state fee payment, we will take only **** minutes to give you clearance and release the funds into your account.I believe this is a rip off, why should I have to pay so much to receive a loan. I am a senior citizen on retirement. I informed her to cancel my loan application. At which time she stated the cancelation fee is $50.00.

  Business Response

  Date: 02/16/2024

  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. Additionally, we do not offer loan products in **********. 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:01/18/2024

  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.

  loan: ******** was charged interest for 21 days at $24. I paid the loan off 2 weeks early, so should be charged for 1 week interest, not 3. ACE is not lowering the amount, so I'm paying for 3 weeks of a loan I had for 1 week. I wanted to be credtied $16 for the time that I didn't have the loan.

  Business Response

  Date: 02/06/2024

  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 take feedback such as yours seriously, and we appreciate the opportunity to respond to your complaint.
  
  Based on our research, you were not overcharged on your loan. Pursuant to the terms of the loan agreement, ACE earns the finance charge, fully, at the time of origination. The finance charge for your loan was $24.20.
  
  Again,we appreciate the opportunity to address your complaint. Should you have any questions, please contact ACE at **************.
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:01/17/2024

  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 getting harassed by the debt collectors. They have contacted my boss at current place of employment.

  Business Response

  Date: 02/02/2024

  Dear **************:
  
  Populus Financial Group, Inc.d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau.
  
  Based on the information provided in your complaint, our research shows you originated a loan on February 3, 2022.  Your May 20, 2022, payment returned, and your account went into default.  On September 28, 2022, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to *************,(*****) with a balance of $1,247.69 at the time of sale. 
  
  ACE ceased all collection activity in connection with your account when it was sold to *****.  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:
  
  *************
  PO BOX 545944
  ********, ** 33154
  **************
  
  
  Sincerely,
  
  
  Senior Compliance Analyst
  ACE Cash Express, Inc.

• Initial Complaint

  Date:01/16/2024

  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.

  A rude person named ***************************** kept calling and calling and saying if we don't make payments for a check that was accidentally cashed twice that they were going to ******** She would call us names , hang up on us, and was extremely rude, and unprofessional and wouldn't let us work out an agreement that we could afford to do. ***************************** also went thru our car insurance company State Farm and was getting the money from them at the same time we were paying her over the phone but yet calling us dishonest. What she was doing was complete dishonesty and we tried to call her to get a refund and she proceeded to say " well did you pay the car insurance people back and I'm sending them the money instead of a refund we have been waiting for for over a month now. She has no rite to take our money and send it to someone else. We can't get anything accomplished by calling Ace Cash Express either. She will just call us names and hang up again She works in the so called collections department.

  Business Response

  Date: 02/12/2024

  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 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 ACE on 5/4/2023. Prior to the check cashing transaction at ACE, the check had been presented through mobile deposit. The check returned and came into our ********************** on 5/9/2023. On 6/6/2023, you made a partial payment of $400.00, which left a remaining balance of $841.58.
  
  It is our understanding that you set up payment arrangements for the remaining balance, but the payments were not made. After the remaining balance went unpaid for several months, our ********************** reached out to the maker of the check in November 2023, and the maker sent payment in the amount of $1,241.58,the face value of the check. Once we received this check, we provided you a refund of $400.00 for the partial payment you previously paid.
  
  ACE 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 ACE at *************.
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:01/11/2024

  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 believe I am being scammed by a debt collector for Ace Cash Express. They have called and threatened me with legal action about ace. They threatened me into giving my bank information and also called my job and threatened to show up there. They wouldnt send me details but sent me an email with a document of payment. The name of the company is *************.

  Business Response

  Date: 01/29/2024

  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 May 19, 2023.  Your July 14, 2023, payment returned, and your account went into default.  On November 30, 2023, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ****************************** (RMS) with a balance of $880.94 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:

  ******************************
  ***********************************************************************************
  **************
  
  
  Sincerely,
  
  
  Senior Compliance Analyst
  ACE Cash Express

  
  

• Initial Complaint

  Date:01/10/2024

  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.

  I have been a member of ace check-cashing for over 20 years. Recently Ive cashed about five unemployment checks with Ace check cashing in ********* ********* all the checks were approximately $130 the first two times I cashed the check the charge was nine dollars I was notified on my fourth visit that I was being charged too much but I was not offered a refund I was only supposed to be charged $4.85 for the cashing of a government check for unemployment from another state. The last time that I went in there on December 7 to cash a check from unemployment in ********** in the amount of $130 the lady stated by the name of ******* stated that they didnt have any cash and that she was only able to liquidate my funds and put that on a port card which would be already activated she charged me $12 to cash this check which I thought strange because I was already approached and notified that I was being charged too much prior times and now there was a three dollar extra surcharge on this check cashing processing fee. My only proof of this is the balance that was loaded on the port card that was provided to me by ******* the employee at Ace check cashing. I reiterate Ive been a client for over ************************************************************************************************** Ill fix that but unfortunately when trying to access the port card online because it is a mobile banking app associated with a debit card I was denied access because my Social Security number did not match. How upon further checking on my account I noticed that the balance was fluctuating a few dollars I thought this strange because I do not have access to this card somebody does in this woman this employee that works at ace check-cashing has facilitated this unauthorized access and use of my account and funds. For this reason I would like to process to be addressed and a FDIC claim form to be issued on my behalf is showing me as much Recovery as possible within theThe means of $250,000. Provided I was only using one bank institution through the port card that grants me this FDIC claim form please notify the company of my request and have them address this issue immediately thank you

  Business Response

  Date: 02/09/2024

  Dear ************:
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your 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, ACE takes situations such as yours seriously and escalated your concerns to Netspend.
  
  We understand ******** has made several attempts to contact you but has been unable to speak with you. 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 CST,Monday through Friday. 
  
  We also understand from your complaint that you believe you were overcharged for several check cashing transactions. Based on our research, you cashed a check at ACE on December 11,2023, and our records show you were charged the correct fees. However, we are unable to locate the other transactions referenced in your complaint. Please provide additional information, including any transaction receipts you have, so we may further research your complaint.
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:12/22/2023

  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.

  A payday loan for **** from cash ace express in July **************************************************************** for small claims for **** and something dollars which I am not responsible for this is the first time I been contacted by anyone and I do not recall signing any paperwork stated that if I got a **** dollar loan that the interest would go up to **** dollars saying that I owe and that they are going to *** me I would like more information and a explanation regarding this matter on collecting a debt I didnt agree to were is the proof regarding this debt

  Business Response

  Date: 01/08/2024

  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, our research shows you originated a loan on June 28, 2023.  Your July 11, 2023, payment returned, and your account went into default.  On November 30, 2023, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ****************************** (RMS) with a balance of $3,514.42 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:

  
  ******************************
  ***********************************************************************************
  **************
  
  
  Sincerely,
  
  
  Senior Compliance Analyst
  ACE Cash Express

• Initial Complaint

  Date:12/13/2023

  Type:Order 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 got a loan with ace cash express, the payments were automatic and both payments went through. I got a call a couple months later from a debt buyer saying that they were going to take this to court and I couldnt resolve it. Ace cash express hadnt let me know one of the payments failed and never gave me the opportunity to fix, just sold me to the debt buyers without warning.

  Business Response

  Date: 12/15/2023

  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 January 16, 2023.  Your May 8, 2023, payment returned, and your account went into default.  On September 27, 2023, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ****************************** (RMS) with a balance of $670.82 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:

  
  ******************************
  ***********************************************************************************
  **************
  
  
  Sincerely,
  
  
  Senior Compliance Analyst
  ACE Cash Express

  Customer Answer

  Date: 12/19/2023

  It was the wrong business and I wish to close this complaint.

• Initial Complaint

  Date:12/13/2023

  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 was getting a loan from the company and when it came to me getting the loan It came up that I needed to send in money to pay for wiring the money then it was something else I had to send more money after I did the 2nd time then they wanted even more money now they will not refund the money I sent them nor the loan I applied for

  Customer Answer

  Date: 12/07/2023

  I am asking for only the money they stole from me it is $723 

  Business Response

  Date: 01/08/2024

  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.
  
  Based on the information provided in your complaint and our research, we have determined that the communications you received were not from ACE. The screen shot of the agreement is not an ACE document. Additionally, the entity and address listed are not ours, nor do we offer loans in Georgia or ********.  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/.
  
  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:12/05/2023

  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 asked Ace Cash Express a few times during the summer to automatically debit my payments like they already were doing. We made an agreement over the phone and I kept signing something on email and I kept having to call the last couple of times to make sure the debited it and they promised they would. Then the very last payment was not taken, and they sent it to collections. They lied and told me the company is ********************* and I keep calling the number that they never answer, and they dont call me back. At ********** I reached out online and that company told me its a different company they see with that number - NMRC ********************************** and Ive emailed and called them and no response. I spoke to Ace cash express again and they told me they cant give me the collection company corporate contact or email, but they will just email them to call me. I still have not received any calls or voice mails or emails. I just want them to send me a bill to my new address and I can pay this thing off. This is horrible service for a month now.

  Business Response

  Date: 12/13/2023

  Dear ******************************:
  
  Populus Financial Group, Inc.d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau.
  
  Based on the information provided in your complaint, our research shows you originated a loan on February 15, 2023.  Your June 16, 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 ****************************** (RMS) with a balance of $ ****** 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:

  
  ******************************
  ***********************************************************************************
  **************
  
  
  Sincerely,
  
  
  Senior Compliance Analyst
  ACE Cash Express

  Customer Answer

  Date: 12/19/2023

  I have reviewed the business response and accept this resolution. 
  

  Spoke to a supervisor, this balance is taken care of. I want to retract the complaint and am now satisfied with the *** company.