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Ace Cash Express complaints

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1231 Greenway Drive, Suite 600
Irving, TX 75038 | Get Directions

(409) 740-2274

http://www.acecashexpress.com/...

Mon - Fri: Mon: 8:00 AM to 8:00 PM
Sat: 9:00 AM to 6:00 PM
Sun: 10:00 AM to 4:00 PM

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Total Amount in Dispute:
$639.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

2 complaints against Ace Cash Express closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

2 complaints against Ace Cash Express

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2/7/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $15.00 Amount Settled: $0.00

Customer Complaint

1/10/2024

I cashed a personal check December 1022 for $200.00. I got charged $30.00. Six months later I received a check for $15.00 because I was over charged. The check expired before I could cash it. I have been told it would be resolved with in 48 hrs. I have called & sent emails. All I want is the check to be reissued. Would not be dealing with this if I wasn't over charged for cashing the check. I have been trying to get the money they owe me for almost 3 months. Resolution Sought All I want is the check to be reissued

Company Response

1/25/2024

Dear Ms. Cheatham: Populus Financial Group, Inc. d/b/a ACE Cash Express (“ACE”) received a copy of the complaint you filed with the Business Consumer Alliance regarding a check cashing transaction. We take feedback such as yours seriously and we appreciate the opportunity to respond to your complaint. Based on the information provided in your complaint and our research, we understand you cashed a personal check at an ACE location on December 9, 2022. ACE later discovered that you were inadvertently overcharged for the transaction and mailed a refund check to you on June 1, 2023 to reimburse you for the overcharge. Since the refund check was not cashed within 90 days of issuance, the check is now void. An ACE customer service representative spoke with you earlier this week and presented the option to receive a replacement check in the mail or to pick up the refund at an ACE location. We understand you received your refund today at the ACE location of your choice. We apologize for any inconvenience you experienced, and we look forward to serving you in the future. Sincerely, Compliance Department Populus Financial Group, Inc.

11/22/2022

RESPONSE: Complaint was not answered Amount in Dispute: $624.15 Amount Settled: $0.00

Customer Complaint

10/27/2022

This company constantly calls me and hangs up when Truely can't provide info about my identity the calls are constant even called my job falsely threatening to sue me, report to credit bureaus says it would impact my credit score , and additional collection fees. Resolution Sought Leave me alone and clear the debt I do not owe

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