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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:
$965.00

Total Amount Settled:
$0.00

Complaint Experience

100%

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 complaints presented to them.

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
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against Ace Cash Express

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8/13/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $950.00 Amount Settled: $0.00

Customer Complaint

7/15/2024

I went in to cash a check and decided to load my chime card there also. The clerk Monica told me it would take 5 minutes to load then when I told her it hasn't loaded an hour later she said it wasn't her fault and her boss would be contacting me. He contacted me later than what was promised and said I would have to wait 1 -2 business days. I need that money to get to work and I can't be cause I don't have it. An apology isn't good enough when my livelihood is at stake. Resolution Sought Refund my 950 and stop the load.

Company Response

7/31/2024

Dear Mr. McDade: 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 card load 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 loaded funds to your Chime card at an ACE location on July 11, 2024. ACE later discovered that although your card load was processed correctly by ACE, an issue between the service provider and Chime caused a delay in the posting of the funds to your Chime account. An ACE representative contacted you on July 16, 2024 and informed you that ACE issued a refund for the failed card load and the refund was available for pick up at your convenience. You picked up your cash refund at an ACE location on July 17, 2024. We apologize for any inconvenience you experienced, and we look forward to serving you in the future. Sincerely, Compliance Department Populus Financial Group, Inc.

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.

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