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 has 860 locations, listed below.

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  ACE Cash Express

  300 E John Carpenter Fwy Suite 900 Irving, TX 75062

• 

  ACE Cash Express

  7621 South Pennsylvania Avenue Oklahoma City, OK 73159

• 

  ACE Cash Express

  710 E. Warrington Ave. Pittsburgh, PA 15210

• 

  ACE Cash Express

  929 E Main Ste 220 Puyallup, WA 98372-3116

• 

  ACE Cash Express

  7120 Pearl Road, Suite 109 Middleburg Heights, OH 44130

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:11/06/2023

  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.

  I continue to get calls from a different 626 number from Ace Cash Express and it is always a automated call. I don't have an account with Ace and when I block the number I get another call from a different 626 number that is related to Ace Cash Express. I called and gave them my phone number and name and they say that I'm not in the system but I continue to get calls. They insist that the only way to check is for me to give them my social security card number which is ridiculous. All I want from them is to stop getting harassing phone calls from their numbers starting with 626 area code. 461-7061, 404-7477, 709-4385, 593-5549, 709-4877, 593-5752, 404-7418 etc.. In fact I'm estimating at least 20 different 626 numbers all coming from Ace Cash Express!

  Business Response

  Date: 11/10/2023

  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 any pending collection items with ACE. *** has not contacted you. The call(s) you received was not from an ACE representative or any person acting on ACEs behalf.
  
  If the call(s) or text 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: 11/10/2023

  I am rejecting this response because:   Every phone number that is related to these automated calls that I am recieving are Ace Cash Express phone numbers when I call them back the ************************ to ACE Cash Express. If it was a scam then the callback numbers would be different and not direct me to ACE Cash Express, 

  Business Response

  Date: 11/13/2023

  Dear ******************:
  
  
  Populus Financial Group, Inc.d/b/a ACE Cash Express (***) received a copy of the most recent complaint you filed with the Better Business Bureau (BBB).
  
  In response to your previous complaint to the BBB, dated November 10, 2023, *** advised that you do not have an active account.  As we also stated, if the calls you received purported to be from ***, these communications were likely part of a scam.  *** did not make the calls you describe in your complaint.
  
  Additionally, *** does use a verification process when confirming account information. Please contact our ************* Team at ************** if you would like to verify if you have an account with ***.
  
  We regret that you were not satisfied with our initial response.  We, like you, are frustrated that fraudsters use the *** name to try to scam individuals like you. We will continue to take whatever steps we can to identify and stop the fraudsters who engage in this type of activity.
  
  Sincerely,
  
  
  
  Senior Compliance Analyst
  ACE Cash Express

  Customer Answer

  Date: 11/13/2023

  I am rejecting this response because:   The calls are coming from and directed to ACE! I called the number and talked to a customer service rep at ACE and they said that my phone number was not in their system and the only way would be for me to provide my social security number which I would never do over the phone so I guess we are at an impasse. 

  Customer Answer

  Date: 11/14/2023

  1 more thing. I just got another call at 9;37am pacific time from ************ and the automated message asked me to call ************ like it has been for the last couple of months. Is this your number? are both of these your numbers? if so, why would a scammer ask me to call your number back? I would assume if it was a scam that it would direct me to a different number.  

• Initial Complaint

  Date:11/03/2023

  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.

  I was approved for a **** dollar loan. Upon speaking to the representative (*******) he was highly disrespectful, discriminatory, and very rude and had him and his coworkers continuously hang up on me upon me trying to resolve whatever was the issue.

  Business Response

  Date: 11/17/2023

  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 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, *** has not contacted you. The communications you received were not from an ACE representative or anyperson acting on ACEs behalf. If the communications purported to be from ACE, 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 anycall recordings you have.
  
  
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:10/26/2023

  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.

  Im missing $100 in $20 bills. I did nothing with the money in spending. My bank caught it. It was on a cashiers check that was being cashed.

  Business Response

  Date: 11/09/2023

  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 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 on October 19, 2023 you went into an ACE location to cash your check in the amount of $1,000.00. The fee to complete the transaction was $65.00,and the store associate provided you $935.00 in cash. It is our practice to count the cash back to a consumer three times and provide a receipt for the transaction.  There was no cash discrepancy in our store or system on the date of the transaction. Once you left the store,ACE has no way of tracking the cash that was disbursed to you from the check-cashing transaction. 
  
  If you have any additional information regarding how your bank was involved for facts that *** enable further research, please let us know. 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:10/18/2023

  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.

  Asking Ace Cash Express to remove my information from their computer, and they refused to do so.

  Business Response

  Date: 11/01/2023

  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 loan. We take feedback such as this seriously and we appreciate the opportunity to respond to the complaint.
  
  Our records indicate your most recent loan at ACE was from May 2022. That loan was repaid in full, and the balance is currently $0.00.
  
  On 10/11/2023, *** attempted to contact you as part of a customer engagement program. Our records do not indicate that any applications have been submitted using your personal information since your May 2022 loan referenced above. In response to the missed call, you called back and requested that ACE delete your customer profile. We are unable to fulfil 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 engagement programs.
  
  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.

  Customer Answer

  Date: 11/01/2023

  I am rejecting this response because:   ACE no longer has my permission to have my personal information. If this isn't resolved satisfactory,  I  may contact an attorney. 

  Business Response

  Date: 11/10/2023

  Dear **********************:
  
  Populus Financial Group, Inc. d/b/a ACE Cash Express (ACE) received a copy of the rebuttal you returned to the Better Business Bureau (BBB) regarding your loan. We take feedback such as this seriously and we appreciate the opportunity to respond to your rebuttal.
  
  We understand your concern for security and have procedural safeguards in place to protect your personal information. ACE cannot delete your customer profile because 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 engagement programs, and have placed a hold on your account to prevent any transactions associated with your social security number from taking place moving forward.
  
  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.

  Customer Answer

  Date: 11/10/2023

  I am rejecting this response because:   Ace no longer has my permission to have my personal information. And I have been told that I need to turn this over to the Federal Trade Commission,  and I will be contacting the ****

• Initial Complaint

  Date:10/10/2023

  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 received this text from **** of America stating that I made a check to ace cash express in which I did not write a check towards them and I am finding this suspicious through a cash advance company of any wrongdoing BofA Security: Did you authorize check ********** for $117.39 on acct ending in 8134?Reply YES or NO by 5pm ET tomorrow.To view the image of check click on the link. *************************************************************************************** To opt out of fraud alerts, text STOP.

  Business Response

  Date: 10/24/2023

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

  
  After researching your complaint, ACE found that you originated an online loan on September 15, 2023, for $117.39,including principal and fees. *** attempted an ACH for payment in full on your due date. This payment returned from your financial institution on October 3,2023, and your loan entered collections with a total balance of $132.39,including a $15.00 insufficient funds fee. On October 5, 2023, as part of ACEs collection efforts, ACE presented a Remotely Created Check (RCC), which is an electronic check authorized by you in your signed Deferred Deposit Transaction Agreement, to your financial institution. This RCC returned on October 10,2023.

  
  As of the date of this letter, you have a balance of $132.39. Please call our ********************** at ************** to make a payment or payment arrangements. Without payment arrangements, collection efforts may continue.
  
  
  
  
  Sincerely,

  
   Compliance Department                                                                                                                    Populus Financial Group,Inc.

  Customer Answer

  Date: 10/24/2023

  I am rejecting this response because:   
  

  I received a fraud detection notification from my bank stating that you guys wrote a check without my behalf around 1-3am and no notification being sent whatsoever. My bank is still investigating 

  Business Response

  Date: 11/03/2023

  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.

  
  In the Deferred Deposit Transaction Agreement that you signed to originate a loan with ACE, you provided authorization for ACE to create a Remotely Created Check (RCC) to receive payment for the loan balance. See Attachment A for a copy of your Deferred Deposit Transaction Agreement and refer to the Payment Authorization section. Since ACE had your authorization and as part of ACEs collection efforts, *** presented a RCC to your financial institution. This RCC returned.

  
  As of the date of this letter, you have a balance of $132.39. Please call our ********************** at ************** to make a payment or payment arrangements. Without payment arrangements, collection efforts may continue.
  
  
  
  
  Sincerely,
  
  Compliance Department                                                                                                                     Populus Financial Group,Inc.

  Customer Answer

  Date: 11/03/2023

  I am rejecting this response

• Initial Complaint

  Date:09/26/2023

  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 keep getting these emails!! It is harrassment Outlook-i1lpaes2.png ACE CASH EXPRESS (A ****************) Attention, Debtor Attorney: ************************************ *********, ******, **** Contact at: ************************************* LAWSUIT COURT CASE FILES NO: #HDA-8742532 LAWSUIT COST - $870.17 (INCLUDING ATTORNEY FEE/COURT FEE/ALL TAXES) LOAN SETTLEMENT AMOUNT- $645.00 (Todays Settlement Amount, 25% waived off) SUBJECT: - UNPAID PAID LOAN INVOICE #HDA-8742532 Contact AT: - mailto:************************************* After multiple attempts to reach you, we haven't received any positive feedback from your side. As you are not paying your seriousness on this account suggesting that you are ignoring the situation and repeating the same activity which you did before with the loan company. We are trying to best help you on this matter but you are taking this matter lightly. You will be re*******ed @ ********************************************************************* Account Status: WARRANT IS ACTIVE FOR SEARCH AND SEIZE. "Docket Number: #HDA-8742532 has been declared as a "GUILTY" by Authorized *************************** Seizure Warrant has been activated." Unless delayed notice is authorized below, you must give a copy of the warrant and a receipt for the property taken to the person from whom, or from whose premises, the property was taken, or leave the copy and receipt at the place where the property was taken. The officer executing this warrant, or an officer ******* during the execution of the warrant, must prepare as required by law and promptly return this warrant. Pursuant to 18 U.S.C. ****a (b), I find that immediate notification may have an adverse result listed in 18 U.S.C. **** (except for delay of trial), and authorize the officer executing this warrant to delay notice to the person who, or whose property, will be searched or seized. Note: You will be contacted by your local county authorities. ********************************* is closing this account and declaring as a GUILTY. If we will not receive any feedback from your side within next few hours, then you will be the only person who will be responsible for any consequences. We will be forced to download this case against you and once it is downloaded the creditor has entire rights to inform your employer and your references regarding this issue and the lawsuit will be the next step which will be amounting to $2143.48 and will be totally levied upon you and that would be excluding your attorney charges and the due amount pending on your name. We have settlement amount for you with easy weekly and a one-time settlement amount option below, kindly reply soon with your final intention regarding this case. You will have to submit $645.00 today and close this case outside of court with the onetime case settlement plans. You will have to submit an amount which is acceptable of $290.00 today to put this case on hold outside of the courthouse and the rest payment with $290.00 weekly installments till the loan amount $870.17 paid in full. Get back to us ASAP before the charges have been pressed against you into the court of law. REPLY EMAIL BACK IMMEDIATELY WITH YOUR FINAL ANSWER SO I CAN MOVE ON FURTHER ON THE ***** OF YOUR ANSWER at mailto:************************************* Regards, Attorney: ********************************** *********************************** This email is covered by the ********** Communications Privacy Act, 18 U.S.C. 2510-2521 and intended only for the use of the individual or entity to which it is addressed. Any review, re transmission, dissemination to unauthorized persons or other use of the original message and any attachments is strictly prohibited. If you received this electronic transmission in error, please reply to the above-referenced sender about the error and permanently delete this message. Thank you for your co-operation.

  Business Response

  Date: 10/03/2023

  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 any pending collection items with ACE. *** has not contacted you. The call or text you received was not from an ACE representative or any person acting on ACEs behalf.
  
  If the call or text 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: 10/03/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/26/2023

  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.

  On Sept 18, 2023 I made an agreement to pay the loan in 4 payments , however because the representative didnt take the correct amount out, I was held liable for her errand. September 21, 2023 the company debit my account for the whole amount and had other transactions returned. I notify them on September 22, 2023 they refused to give me a refund , stating they need my bank statement. They knew they took my money out of my account. This company has the most incompetent people working for them and make the customer liable for their mistakes. Horrible company , stay away from them, want accept their mistakes.

  Business Response

  Date: 10/13/2023

  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 your loan. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint.
  
  Our research shows you originated a loan with ACE on August 28, 2023. On September 17, 2023, you set up a payment plan to pay your outstanding balance. You called ACE on September 18, 2023 to make your first payment on the payment plan. The customer service representative you spoke with processed your payment for $58.00, which was the amount you requested, but the amount due was $58.35. Since the full payment was not received by the due date, ACEs system collected the loan balance on September 19, 2023. This resulted in an overpayment of $58.00. *** issued you a refund of $58.00 for the overpayment, and we have addressed this situation internally with the representative that assisted you.
  
  As a one-time courtesy, we have also waived the fee on your current loan. In the event you would like to set up payment arrangements for your current loan, please contact ACEs ************* Team at **************. 
  
  We regret any inconvenience this has caused you, and we look forward to serving your financial needs in the future.
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:09/06/2023

  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.

  Ace Flare Account aka Ace Cash Advance aka ********* Blocked my account closed my account and did not refund me 3months of deposit from SS totalling **** to **** dollars from the months of Dec 2022 Jan 2023 and February 2023. Called .... Went In... Emailed... Faxed them.... Since the Nov ... Dec I've been trying to get my money back.

  Business Response

  Date: 09/19/2023

  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 Flare Account. Based on the description in your complaint, *** believes your complaint is with ********,not ACE, since they are the program manager for the account. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.

  Netspend advised ACE that they have been in communication with you regarding your complaint and that their *************** Team approved the issuance of a check for the balance in your account. ******** also provided ACE with a written response of their findings. See Attachment A.

  For any further questions regarding this matter, please contact Netspend at ************ between 8:00 am and 8:00 pm **, Monday through Friday.                      
  
  
  Sincerely,

  Compliance Department

  Populus Financial Group, Inc.

• Initial Complaint

  Date:08/24/2023

  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.

  6/26 while working I noticed all of my savings was transferred to my deposit. I transferred it back immediately & called the bank to figure out what happened.While speaking with rep someone attempted to make a $2004 transaction at 12:53 PM which I declined verbally with rep. *** blocked my card then transfered me to fraud **** to see what happened. I waited 1.5 hrs before making a 2nd call on the other line not wanting to lose my original place. After waiting 3 hrs I hung up both lines & called back. At 3:35 PM CST I spoke to someone who said I DID NOT need to speak to Fraud, the block had been placed & a new card is on the way, confirming my address. My question was still what caused this & her response was prompting me to change my credentials & the block would resolve the rest, so I did.I begin to see my funds being transferred again around 6:30 PM, I called back & was hung up on by the rep after accessing my acct.At 6:44 PM I called back & asked the agent to place a stop on my ENTIRE account, not just the card. *** said SHE DID, also asked if i called requesting my balance I said NO. That's a red flag alone, but she proceeded to say that if anyone else calls, I wouldnt have to worry because they have to verify security questions. & said call back if I noticed anything else.At 7:30 PM CST they began transferring my funds again in $1500 incriments. I called back I asked why there is still activity when I asked for my account to be blocked/held. He kept asking me if I had a card ending in ********* constantly repeating NO 7:42 PM someone withdrew half of my money out of my acct while I am actively telling him my only card ends in xxxx! He instructed me to file a dispute, so i did. After witnessing it, he says he placed the block, then ironically disconnects the call.Just for them to allow the exact same situation to happen the following day 6/27 until they took all of my funds. After investigating both disputes, bank says it was ID verified so its my loss.

  Customer Answer

  Date: 08/24/2023

  As of this morning a corporate ace agent reached out to me to advise me they received my complaint from financial crime & now my claim had been reinvestigated and they approved it.

  Business Response

  Date: 09/07/2023

  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.
  
  It is our understanding that you contacted Netspend regarding this matter and that they provided you with reimbursement for the disputed transactions and associated fees. We also understand that they explained why your account was closed and mailed you a check for the remaining account balance. Netspend strongly recommends that you file an identity theft report online with the ************************ (FTC) at ****************************** to better understand how to protect your personal information.
  
  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. 
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  Date:08/24/2023

  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.

  My payment never got posted I have my receipts of me paying my bill now my light bill is in past over due facing disconnection that's not fair wen I paid my birthday bills home an business need help resolving this Matter of have made numerous attempts to company nothing back

  Business Response

  Date: 09/07/2023

  We are still researching ****************' complaint. As such, we request a seven (7) day extension of the response deadline to September 14, 2023. Thank you. 

  Business Response

  Date: 09/14/2023

  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 bill payment. We take consumer feedback seriously and appreciate the opportunity to respond to the complaint.
  
  Our research indicates that you made two bill payments at ACE on 7/28/2023. The payment in the amount of $148.22 to ******************* never posted as it was routed to the incorrect account number. We initiated the refund process for the full amount on 9/8/2023 and apologize for the error.
  
  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.