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Business Profile

Payday Loans

ACE Cash Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payday Loans.

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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ACE Cash Express has 860 locations, listed below.

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    Customer Complaints Summary

    • 185 total complaints in the last 3 years.
    • 38 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:12/04/2023

      Type:Customer Service Issues
      Status:
      Answered
      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. This company approved my loan. In the process they charged me $419 to get my funds but we're supposedly unable to get the funds to me. When I requested a refund of my funds I was told that I would have to pay $110 to cancel my loan agreement of which I received no funds. The website is false and the paperwork is false.

      Customer Answer

      Date: 11/15/2023

      BBBNY Inquiry
      BBBNY MH Disputes
      Tue 11/14/2023 5:16 PM

      From: ******************* <***********************>
      Sent: Monday, November 13, 2023 4:14 PM
      To: BBBNY Inquiry <******************************************>
      Subject: Case # ********

       

      You are requesting the date I applied for the loan. It was on October 17,2023 in the amount of $2000. 

      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 the complaint, *** believes you may have been the victim of a scam. We were unable to locate your information in our systems and have no record of you applying for a loan with ACE. Neither ACE nor anyone acting on ACEs behalf provided the communications you described in your complaint. In addition, ACE will never ask consumers to pay a fee to apply for a loan, to receive loan proceeds, or to cancel a loan.

      We recommend you report any further communications of this type to the consumer protection section of the ********** ************************* You should include any communications you received and any call recordings you have.




      Sincerely,

      Compliance Department                                                                                                                     Populus Financial Group, Inc.

      Customer Answer

      Date: 12/14/2023

      I am rejecting this response because:   see attached

      Business Response

      Date: 12/21/2023

      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.


      Based on the information provided in the complaint, *** believes you were the victim of a scam. The loan agreement you provided is not from ACE. *** does not offer installment loans or loan amounts above $255 in **********. ACE is a corporation, not a ************************* (LLC). *** does not have a physical or mailing address in ******** and does not hold any licenses in ********. Additionally, ************************* does not work for and is not associated with ACE.


      We realize scams are a serious issue. As such, we provide consumers with information on how to avoid becoming a victim of scams. Consumers may find this information by visiting our website at www.acecashexpress.com/protect-yourself-from-scams/. We recommend you report any further communications of this type to the consumer protection section of the ********** Attorney **********************************************************************                                                                                                                     Populus Financial Group, Inc.

    • Initial Complaint

      Date:11/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted by Ace Express Loans and was informed I was approved for $2500. I was told that my credit wasnt high enough and would have to pay $125 with an **** card. Then I was told I would have to get another two **** cards for the payment to ******** division of finance. One **** card in the amount of $200 in the other one and the amount of $107. This was to be for clearance for the funds to be wired, and a stamp. No funds were ever deposited. I went back to the emails and some of them were disappearing as soon as I pushed on them. No answer from them either by email or by phone.

      Customer Answer

      Date: 12/09/2023

      Ace Cash Express charged my account 12/8/23. 

      Customer Answer

      Date: 12/09/2023

      Ace Cash Express charged my account 12/8/23. 

      Business Response

      Date: 12/18/2023

      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 regarding an alleged loan you obtained at ACE. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.

      After reviewing our records and the supplemental documents you provided, weve concluded that the Signature Loan Agreement attached with your complaint was not originated at ACE. The email address listed in your supplemental documents, **************************************,is not an email address associated with ACE. Additionally, the phone numbers listed in the document are also not associated with ACE. Neither ACE nor anyone acting on ACEs behalf sent the emails provided in your complaint, and ACE does not engage in or condone that type of activity. If the emails purported to be from ACE, then the sender is likely part of a scam.

      Our records also indicate that you currently have an open loan at ACE, with a remaining balance of $1,126.00. In the email you sent to ************************************** on 11/24/2023, you inquired about a charge of $102.39. That withdrawal from your account was for a payment due on your open loan at ACE and was initiated pursuant to the electronic funds transfer authorization you provided to ACE in connection with that loan. If you need an additional copy of your loan documents, you may request a copy by emailing ************************************** or you may log into your account at www.acecashexpress.com. 

      We realize scams are a serious issue.As such, we provide consumers with information on how to avoid becoming a victim of scams. Consumers may find this information by visiting our website at www.acecashexpress.com/protect-yourself-from-scams/ .

      We regret any inconvenience this has caused you, and we 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:11/29/2023

      Type:Billing Issues
      Status:
      Answered
      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 letter from this company stating that I need to pay them $310.00 to settle a so called debt they say I owe them. Ive never gotten a loan from them and they say if I dont settle they will take me to court and Id owe more money. I have received many claims from people using ace cash services or a one of their sister companies.

      Business Response

      Date: 12/04/2023

      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.

      We believe the entity about which you are complaining is ******** Services,not ACE.  ******** Services is not affiliated with ACE in any way.  Based on the information provided in your complaint, you do not have any pending collection items with ACE. *** has not contacted you.

      The email you received was not from an ACE representative or any person acting on ACEs behalf. If the email 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:11/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 am getting a call from a collection law firm that I'm not sure is real for an amount over $2000 for a loan that I never took out

      Business Response

      Date: 12/12/2023

      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 April 11,2017.  Your May 3, 2017, payment returned, and your account went into default. On September 29, 2017, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, your account was sold to ************************ (DMP) with a balance of $315.00 at the time of sale. 

      ACE ceased all collection activity in connection with your account when it was sold to DMP.  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:


      ************************, LLC
      ********************************************************************************************************************************
      **************


      Sincerely,

      Senior Compliance Analyst
      ACE Cash Express

    • Initial Complaint

      Date:11/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 payday loan with ***. Because they had previously taken payment out a day before scheduled date I revoked their rights to withdraw or transfer from my account. They acknowledged and ACH was removed. However, on Nov 22, 2023 I received an email stating my account was overdrawn. I looked at my account online and seen a check that was cashed that wasnt MY check nor was it signed by me. *** had made and printed a check putting my name on it and was not authorized to do so. At the very least its stealing money and if not held responsible will continue to do it to others. It also caused payments to others to bounce and go unpaid. I will try to go back an attach a copy of one of MY checks.

      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 regarding a loan. We take consumer feedback seriously and appreciate the opportunity to respond to the complaint.

      Our research indicates that you originated a loan at ACE on 8/9/2023. Our records show that you emailed on 9/20/2023 to revoke your electronic funds transfer authorization. This email was not processed properly, causing the $77.82 withdrawal to occur. We have addressed this matter internally and stressed the importance of processing all revocation requests properly. 

      We are also in the process of issuing you a refund for the $77.82. If you can provide us with a bank statement showing the overdraft charges that occurred because of the withdrawal, *** will reimburse you for those charges as well.

      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.

    • Initial Complaint

      Date:11/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 opened a Flare Account with this company and was qualified to receive overdraft privileges. With their overdraft feature it states that any transactions over $10 will be a $20 overdraft fee I will have to pay if my balance isnt brought back to a positive amount within 24 hours after that transaction. Although this feature for overdraft is very helpful when I need it most, I do not have a problem paying the fee if I owe it. They have charged me numerous times a $20 overdraft fee for $20 EACH for transactions less than $10 that I made. I have contacted them by the app in the chat about this and the issue still isnt resolved. As I mentioned I do not have a problem paying the fee for transactions that are over $10 but it was made aware to me by emails they've sent me and on their app that $20 overdraft fees are suppose to be for transactions over $10. If you ask me $20 is very excessive for an overdraft fee. They are actually winning because I pay all my fees back maybe not within 24 hours due to the way *********** come in but they are definitely paid back to them. I dont mind paying it back because its very beneficial when I need it most but dont try to get over on me and take my money as if I have money that grows on trees. I would greatly appreciate it if any transactions on my account that have been charged $20 each for any transactions less than $10 be refunded back. Thanks

      Customer Answer

      Date: 11/22/2023

      I gave spoken to several different reps on chat and over the phone. Each one says something different! They give misleading information to their customers. Now im being told that once my account is negative $10 each transaction after that im being charged $20 each no matter what the amount is when previously I was told each transaction over $10 after I am in negative will be charged a $20 fee. So if I spend $0.50 I will be charged $20 extra for overdraft fees! That is Rediculous! Over charging their customers this much needs to be reported! I will also be reporting this to other agencies!

      Business Response

      Date: 12/06/2023

      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 ******** contacted you on 11/22/2023 regarding this matter and explained how the overdraft service works. It is also our understanding that Netspend refunded overdraft fees previously charged to your account 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:11/18/2023

      Type:Billing Issues
      Status:
      Answered
      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 with this company on 11-15-23. I was approved for a certain amount. I had to pay a fee since the loan was from out of state to be transferred to my bank account. I told them that if I was going to have to pay a fee in order for my money to get deposited into my account there was no sense in going through with the loan since that defeats the purpose. Long story short the card that I was going to use this company drained all the money off of my account. They told me I was going to have to pay them an additional $150 to cancel my loan

      Business Response

      Date: 12/06/2023

      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, you do not have a loan at ACE. The details provided in your complaint do not align with ACEs products, policies,and procedures. The communication(s) purported to be from ACE are likely part of a scam.

      We recommend you report any further communications of this type to the Consumer Protection Section of the ********* ************************* You should provide any emails you received and any call recordings you have.




      Sincerely,

      Compliance Department
      Populus Financial Group, Inc. 

    • Initial Complaint

      Date:11/16/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Took out a loan from this company, and they are now charging **** dollars to repay. I did not take out that much nor agree to repay. I have not heard anything from the company, but received a call from somebody from Binder and ******** saying Im being sued. I have not heard from Ace via phone nor email or text and all of a sudden I am being sued? This loan is predatory and so is the company. Suing based on whatever to somebody you have not contacted ever is ridiculous and im pretty sure illegal because you have not tried to collect the debt. It is not been picked up by debt collectors or anything because nothing shows up on my credit. I want this nullified IMMEDIATELY

      Business Response

      Date: 11/29/2023

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

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

      Based on the information provided in your complaint, our research shows you originated a loan on December 5, 2022.  Your December 23, 2022, payment returned, and your account went into default.  On April 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 $3,277.21 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:11/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted by an individual who was notifying me that *** was filing a claim in the small claims court for recovery of the funds. That is not the problem. The problem is that they were harassing me to get a call back. They called me and left a voicemail, then instantly called my mother FIVE TIMES IN A ROW, WITHIN A 10 MINUTE PERIOD, and also left her a voicemail, as well as threatening to contact my employer. This is completely unacceptable action on behalf of a company.

      Business Response

      Date: 11/21/2023

      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 (BBB)

      Based on the information provided in your complaint, our research shows you originated a loan on December 7, 2021.  Your January 12, 2022, payment returned, and your account went into default.  On May 27, 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 $ ****** 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

    • Initial Complaint

      Date:11/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      No where in Ace cash expresses terms and conditions does it state that users will be unable to remove and or delete their personal information after taking out a loan with them. This company doesn't even serve in my state anymore and I used the service as a last resort. Now that I no longer need the service, they are paid in full and I have no open accounts at all. I don't want them having access to my SSN, phone number, email, address, etc. just sitting on their servers with the potential to be compromised. They just horde peoples Personal Identifiable Information and when you ask them to delete it and close the accounts they say no. I don't know what my information can be subject to now at this point but these predatory practices are truly awful. Subjecting typically impoverished people to stripping them of their private information even when it's no longer needed.

      Business Response

      Date: 12/01/2023

      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 (BBB) regarding your personal information. We take feedback such as this seriously and we appreciate the opportunity to respond to your complaint.

      Based on the information in your complaint and our research, we understand you requested ACE remove your personal information from ACEs records. We are unable to fulfill this request since we are required to maintain certain records in order to comply with applicable state and federal laws. However, we have removed your contact information from any future customer marketing programs. Also, in conjunction with this response, we are including a copy of ACEs privacy policy for your reference.

      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.

    ACE Cash Express is NOT a BBB Accredited Business.

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