Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12.2 called in yo report my card stolen in my wallet with my pin code for my card. ****** was 6 ATM withdrawals back to back for 200 totaling in 1000. I filled a dispute but On 24th they denied it because talking about ther is no pattern of fraud. I don't ever take that kind of money out. This is not the first time. They have never approved any fraud dispute that I have filed.

  Business response

  01/13/2025

  Dear Ms. *********************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding unauthorized activity 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 *** branded card products. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.
  
  We understand Netspend has been in contact with you regarding this matter, and that ******** issued a full reimbursement of the disputed transactions and the associated fees on January 2, 2025. We also understand you were able to access these funds the same day.
  
  We regret any inconvenience you experienced. To better serve you, please contact ******** for assistance with any further questions regarding this matter. You may contact ********* corporate office by calling ************ between 8:00 AM and 8:00 PM CT, Monday through Friday. 
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

  Customer response

  01/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an outstanding loan with Ace Cash Express; however, when I attempt to may a payment on the account the request is denied. The company calls me repeatedly throughout the day (7+ times a day, including after 8pm, and on the weekends) rendering me from my day job, my clients, and my ability to provide for my family. I am attempting to make payments but am refused or denied online. The unwillingness to accept a payment, no matter how small, is absurd.

  Business response

  01/20/2025

  Dear Ms. *********************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint 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.  
  
  Our research shows that you originated an online loan on 7/25/2024. On 8/14/2024,you revoked your electronic funds transfer authorization. Then, on your due date, 8/16/2024, you did not make your payment, and your account went into default. Our records do not show that there were any electronic payment attempts made on your account. If you have any record of the payment attempts referenced in your complaint, please provide them so that we may investigate further.
  
  During our review, we also found that the ************************** attempted to contact you regarding your account but was unsuccessful in reaching you over the phone. At no time did ACE attempt to contact you more than seven times in one day nor did ACE attempt to contact you after 8pm CST. After collection attempts did not result in payment or payment arrangements, your balance was sold to ********************** on 12/18/2024. *** ceased all collection activity at that time. *** does not engage in or condone the type of collection activity mentioned in the complaint.
  
  It is our understanding that ********************** has not had any communications with you and have no record of you attempting to contact them regarding this matter. 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 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

  12/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a statement requesting payment of $325 for a returned check that I NEVER wrote. -I have NEVER visited the establishment.-I have NEVER written a check to ACE CASH EXPRESS -My son received the exact letter but with his name on ***** is weird because I have not written any checks nor have any checks missing.This business it sending fraudulent communications and I request that they LEAVE ME ALONE. I request that an investigation be opened and ACE CADH EXPRESS be reported as SCAMMERS.

  Business response

  01/10/2025

  Dear Ms. ************************************* d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau regarding a check collection notice you received. We take feedback such as yours seriously, and we appreciate the opportunity to respond to your complaint.
  
  Based on the information in your complaint and our research, a check in the amount of $300 drawn on an account held by **** ******, with account number ending in 4737, was presented by the payee,****** *****, at an ACE location in **********, ******** on 11/21/24. The check was presented with no restrictive endorsements, and the payee received cash in exchange for the check after the payees identification was verified. The check was subsequently returned to ACE unpaid by the drawee bank because the account was closed.
  
  Since ACE received the physical item, it is a holder in due course and may enforce the check against the maker. The letter you received from ACE dated 11/26/2024 was to notify you, as the maker, that the check was returned, and to provide information on how to clear the balance that is owed to ACE. 
  
  Should you wish to make a payment on your outstanding item, please contact ACE at **************.
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Today 11/12/2024 i deposited $5300 on a netspend flare account. I tried to verify my address and its still pending I was told if I close my account its take up to 20 days to retrieve my money. I was not told all this when i got the card. This is a scam to keep money an not return it

  Business response

  01/03/2025

  Dear Mr. ************************************ d/b/a ACE Cash Express (ACE) received a copy of the complaint you filed with the Better Business Bureau regarding your Flare account. Based on the description in your complaint, ACE believes your complaint is with ********, not ACE, since they are the program manager for your Flare card. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns immediately to Netspend.
  
  We understand ******** reviewed the documentation you provided, and after speaking with you on the phone to confirm the online account activity, removed the block on your account and you were able to access the funds on 11/13/2024. We regret any inconvenience you experienced.
  
  To better serve you, please contact ******** for assistance with any further questions regarding this matter. You may contact ********* corporate office by calling ************** between 8:00 AM and 8:00 PM CST,Monday through Friday.
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

  Customer response

  01/03/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been at ace check cashing over 10 years an recently I just got a card again cause I lost mine an I put $385.00 n charged $3.00 too put on card now I have the ******** cant activate it I called the store I got it from an she told how too activate it so I did then it took me straight too customer service asking me too send documents in IVE NEVER SENT TOO THEM BEFORE too get access too my card an money I put in it an when I told them Im not sending no documents they only way is allowing me too use it in voice transaction that Ive never did before an then I told I just go back too the store n get my money back they told me good luck with that like they just done robbed me lol I just want my card activated an so I can take my money off this card n let them have they business too them I find another debit card

  Business response

  12/06/2024

  Dear Mr. ***************** understand you spoke with a ******** representative after you filed your complaint and that you continue to be in contact with ******** regarding your account opening. We also understand that ******** has resolved this issue and you have successfully accessed your funds.
  
  We regret any inconvenience you experienced. To better serve you, please contact ******** for assistance with any further questions regarding this matter. You may contact ********* corporate office by calling ************ between 8:00 AM and 8:00 PM CT, Monday through Friday. 
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

  Business response

  12/09/2024

  We are still researching this complaint and need additional time. Please extend the response deadline 10 days to 12/15/2024. Thank you.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 21, 2024 I filed a dispute with Aceflare/Netspend in regards to an unauthorized electronic transfer and unauthorized transactions regarding my card ending in #****. Along with my dispute I attached an *** report, a notarized affidavit and a legal document that stated that I was involved in a ************* breach and that my information was stolen along with the card number **** that was attached to my cash app. I also requested that pending the investigation that I be provisionally credited until my money is refunded pursuant to 12 cfr ******* of the Electronic transfer act. To date it has been well over 10 days and I have not been provisionally credited and Aceflare/******** has not provided me with any validating or verification documents that would be proof of who stole my funds. This is hindering from paying my bills such as my rent and even being able to feed myself. Additionally, Aceflare and Netspend is violating me by law. I need my money credited back to me immediately in the amount of $2,934.19 My claim number is ********

  Business response

  11/26/2024

  Dear Ms. ************************************** d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your ACE Flare account. Based on the description in your complaint, *** believes your complaint is with ********, not ACE, since they are the program manager for *** branded card products. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.
  
  It is our understanding that on 11/1/2024 Netspend determined that you were not eligible for a provisional credit because the error was not reported in a timely manner. It is also our understanding that you contacted Netspend on 11/4/2024 to check the status of your dispute claim, and they explained why you did not receive a provisional credit to your account.Netspend is still currently investigating your dispute claim and is scheduled to complete their findings by January 16, 2025.
  
  We regret any inconvenience you experienced. To better serve you, please contact ******** for assistance with any further questions regarding this matter. You may contact ********* corporate office by calling ************ between 8:00 AM and 8:00 PM CT, Monday through Friday. 
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The correct address is **************** it was not available for selections Ace cash express is open Monday thru Friday and Saturday from 9 to 6 they have employees who sit behind counter and lock there outside door and does not let any customer get service. This is my third time experience this at this location ace does nothing to employee who keep stopping customers for daily services because of employees who lock store door for hours during business hours. So customer only have Saturday to cash their ******************** and cannot because ace will not looking into these employees tactics

  Business response

  11/13/2024

  Dear Mr. ************************************ 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 the information in your complaint and our research, we found that the ACE associate who was working the day you attempted to conduct a check cashing transaction did not follow ACE policies and procedures. We have handled the matter internally, and an ************ Manager has made several attempts to contact you but has been unable to reach you. We apologize for any inconvenience you experienced, and we hope to serve your financial needs in the future.
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dont know the date. They denied me access to all accounts. My bank Ace elite or ********* closed my bank account but kept all my money. They will not send me a check for remaining balance. I provided them with everything they asked for. I even got an email saying I dont need to do anything else. But now they locked me out of all access. I cant get or see my statements I can not talk to anyone on the phone either. It will not put my call through to a human without my bank info but the are keeping my bank info from me. Im trapped. I just want my money. I deposited money and they refuse to give it back. I just dont know what else to do. Everything is automated and Im stuck. And when I was able to speak to someone they refused to help me. And now when I email them they say they can not help over email that I have to call them. I call them but its impossible for me to get through to anyone. I need help or to file a complaint or file a law suit or something. It was much money. A little over $140 I dont even know an exact number because they wont give me a bank statement. but my family and I really needed that. We had to go eat from a food bank because they stole my money. How is this legal? Can I sue them? How many other people have they done this to? They need to be held accountable!

  Business response

  10/25/2024

  Dear Mr. ************************************* d/b/a ACE Cash Express (ACE) received a copy of your complaint filed with the Better Business Bureau regarding your Elite card. Based on the description in your complaint, ACE believes your complaint is with ********, not ACE, since they are the program manager for the Elite card. Nevertheless, ACE takes situations such as yours seriously and escalated your concerns to Netspend.
  
  We understand you spoke with a ******** representative after you filed your complaint. It is our understanding that ******** indicated that you need to call them for account verification purposes. Please contact ******** for assistance with any further questions regarding this matter. You may contact ********* 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

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had received three different calls over the weekend of Sept. 30th till Oct. 1st from a "******" asking for my location in an ominous way. I was travelling with my child and have been having issues with a possible stalker as it is so those messages were highly unsettling. Upon calling to inform them they shouldn't call and leave such ominous voicemail with all the kidnappings and rapes being reported in the country and they screamed at me. I did have an attitude as a concerned citizen and parent, but that doesn't excuse them yelling and screaming at me when I felt like my life or my child's life was being threatened. I will no longer accept ANY contact for ANY reason from this company at all. They didn't inquire about my debt in any way shape or form, therefore I will not be entertaining any options to give then any compensation for any loan I may have received in the past.

  Business response

  10/17/2024

  Dear Mr. Maddox:
  
  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 at ACE on October 12, 2023.  The loan went into default when your November 3, 2023, payment returned.  On March 29, 2024, after ACE collection activities did not result in payment or payment arrangements on the outstanding balance, the account was sold to National Debt Holdings (NDH) with a balance of $ 312.43 at the time of sale. 

  ACE ceased all collection activity in connection with your account when it was sold to NDH.  Any collection activity following the sale of your account was not conducted by ACE representatives or on ACE’s behalf.
  
  ACE received communication from NDH that your account is on hold until they hear from you to set up payment arrangements. If you would like additional information, please contact the debt buyer directly at:
  
  National Debt Holdings, LLC
  (877) 277-5571
  
  
  Sincerely,
  
  Senior Compliance Analyst
  ACE Cash Express

  Customer response

  10/18/2024

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I went to cash a check on Sept 16 at a Ace Cash Express and upon arrival they told they dont have all the cash so they have to do half on card and half in cash, so I agreed with them and did the half cash and half card and as I was in there she told me to swipe a card to activate so I can get the one half of my money, so I swiped the card and was trying to activate it and then their systems crashed so the lady told me to give her that card and try activating another one and so I activated the new card and then checked the balance at the store and it said the balance was 500$ and I assumed I had all my money for the day so I left. Then on September 24 I tried taking money off of my card so I could purchase something and I see that my balance is $0 and I check the app for my prepaid card and all its showing is 1 transaction from Ace on the 16th of September saying the money got put on the card and then on Sept 17 it says it got automatically voided back to Ace and I was never aware of that so I went up to Ace to see what I could do and now they are telling me that their receipt and systems show the first card failed and that they paid me full in cash that day and there is nothing they can do about it and *** tried calling corporate and the fraud department but they did a investigation and its showing in their systems they paid me all my money in full that day. This was my first check at my new job and I was planning on purchasing a new vehicle and now I am out of $500 and dont know what to do !

  Business response

  10/16/2024

  Dear Mr. ************************************** 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, ACE 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 you spoke with a ******** representative after you filed your complaint and that you continue to be in contact with ******** regarding your account funds. We also understand that you were refunded on October 8, 2024. 
  
  We regret any inconvenience you experienced. To better serve you, please contact ******** for assistance with any further questions regarding this matter. You may contact ********* corporate office by calling ************ between 8:00 AM and 8:00 PM CDT, Monday through Friday. 
  
  Sincerely,
  
  Compliance Department
  Populus Financial Group, Inc.

*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. ↩