Ace Cash Express
Overall Satisfaction Rating
1.39/5
  • 5 stars
    15
  • 4 stars
    5
  • 3 stars
    8
  • 2 stars
    16
  • 1 star
    232
Based on 276 reviews that contain star ratingsSHOW RATING DISTRIBUTION
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Ace Cash Express

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Last updated: Nov. 14, 2017

348 Ace Cash Express Consumer Reviews and Complaints

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Verified Reviewer
Original review: Nov. 14, 2017

Don’t go there! I went to the one on Cave Creek and Greenway and dealt with Jaime. He entered my info - printed out paperwork - had me sign everything so fast (my head was spinning) and denied me. They said because my phone number didn’t match me or my bank account. What??? It’s all in front of you! Made no sense. They basically said “have a nice day… next please”. Oh and they run your credit without permission! It was awful! Never do business there!

Verified Reviewer
Original review: Nov. 8, 2017

I had a text message saying I was approved for a loan. After giving all my information, AND supposedly, before the money could be deposited into my account I has to pay. I was supposed to get some money send at Western Union. Which I did not have, so after I told the man no Western Union he wanted iTunes cards. He got me for 250.00, I later called iTunes. The account for iTunes was in China, after I reported it to the police and had my bank information changed.

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Verified Reviewer
Original review: Oct. 27, 2017

Stay away! If you’re a day late on your payment and they can’t reach you, they’ll call and harass your relatives, friends and acquaintances about your loan. They’ll tell them it’s for a lawsuit which isn’t true. I tried making a payment for my husband over the phone but since I wasn’t on the disclosure list they couldn’t discuss any information regarding the loan with me. I told the representative that was fine I just wanted to make a payment for whatever the amount was past due. She kept asking “How much is due?”

I told her the dollar amount and that I didn’t know the exact change. She kept repeating that she can’t discuss that information with me and I told her “I don’t want to discuss the information, I just want to make a payment for whatever the amount is past due! You don’t even have to tell me the amount. Just charge my card!” She refuses and I asked to speak to her manager. Luckily her manager was very nice and was able to assist me with the payment. It’s ridiculous that I had to go through all of that just to make a payment.

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Verified Reviewer
Original review: Oct. 17, 2017

Do not use this company. They get your bank account info and try to take out 75.00. Why would you be asking for a loan if you had 75.00. So now I’m going to have to change all my banking information because I’m afraid of what they will do with my info. When I told him I didn’t have 75.00 he hung up on me. If you get a text or email from them saying you’ve been approved, delete it! They are frauds!

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Verified Reviewer Verified Buyer
Original review: Oct. 2, 2017

Everything about this email said scam: "We are pleased to inform you that your application for online loan has been approved and we are waiting to transfer the amount. Please go through the attachment of loan approval and agreement papers for $5000 from Ace Cash Express. Your loan account number is **. Please call us back as soon as possible to process this application." First off, his email address was **. He said his name was Steven ** but he sounded like he was from India, no offense but he didn't sound American whatsoever. He couldn't provide the company's EIN # and stuck with his lie in terms of ACE Cash having 2 sectors. If you receive the email above, please don't play yourself.

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Verified Reviewer
Original review: Sept. 11, 2017

This is the far and above worst company I have ever done business with... every time I go in to do a simple deposit or money order I end up waiting for a half hour only to be greeted by rude employees. The fees are ridiculous... customer service is wretched!! Please hire more people and stop ripping people off!

Verified Reviewer
Original review: July 22, 2017

First off when I initially needed to borrow money from this rip off company, I was never told that I would need to bring a personal check each time I came just to re-borrow. So I arrived 2 days early to pay my loan and re borrow only to be told I was denied for using counter checks given by the bank teller. So not only did I pay my money only to be denied of getting it back but my business was conducted under false pretenses, and at this point I am highly seeking litigation against this company. Such a rip off!

Verified Reviewer
Original review: June 28, 2017

Do not give these people your information. They ask for all your bank information as well as login and password to your online banking account which I was very hesitant to give but the representative assured me the information was only to verify my account. After asking for a second access code I asked to speak with a manager and someone I could understand better (he had a strong accent. His name is Alex). The representative stated I was rude and that he was the manager and he would not approve my loan and then proceeded to threaten to share my bank information online and hung up the phone. Very unprofessional! Scam!!! Stay away from these crooks!!

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Verified Reviewer
Original review: June 28, 2017

I started using Ace Elite 2 years ago because they say their deposit is 3 days faster but it isn't. They are no faster than anyone else. The customer service never know anything about the deposit. They always claim they are just the receiving end. I don't like it at all. I need to go out of town and waiting on them to direct deposit my check is worst than waiting on the mail.

Verified Reviewer
Original review: June 1, 2017

There are scammers out there using the Ace Cash Express company name. The scammers telephone number is **. The real Ace Cash Express number is 972-550-5000. The scammers called me and wanted my routing number, bank account number and bank password. I told them I was not comfortable providing this information and they hung up. Person barely spoke English.

Original review: May 24, 2017

I have been going here for months cashing personal checks my mom writes for me. Sometimes just because I cashed 3 checks in 3 days in a row they accused me of stealing them. My mom name was on the check and I have the same last name. They even called my mom several times and when they accused me and my checks always have went through they always get paid and they denied me and treated me like a criminal. Worst experience I ever had.

Verified Reviewer
Original review: May 4, 2017

I received an email stating that I owe them $1,027.35 on a $400.00 loan, that I supposedly took out in Sept 2014. I requested a copy of the loan documents and proof the funds went into my acct. They have not been able to produce this documentation. They sent me a statement. This does NOT prove anything. They are unable to provide any proof. I never took a loan with them. I went back to my bank statements and emails and I do NOT have anything from them.

Verified Reviewer
Original review: May 4, 2017

I come to Ace every 2 weeks to pay my car note, faithfully. I had a problem with one of the employees one day and called the DM. She, I guess, was out. So the DM of Tulsa called me. He informed me that's not how they treat their customers and that he would pay my next car note. Well when I came up here to pay it, the lady called Randy and told him why I was there and he LIED and said he would only pay my PROCESSING fee of $3.99. He wouldn't even speak with me on the phone because he knew HE LIED. I will NEVER return to Ace for ANYTHING. They have horrible customer service and horrible supervisors. I think I'd understand if he said A CAR NOTE And THE FEE. Ace just lost a great customer.

Verified Reviewer
Original review: March 27, 2017

This is the worst service ever. The customer service hangs up on you when they get stomped on questions. The dispute department sucks. One rep told me my money would be processed and sent out within 10 days but called back 5 days later and nothing was ever processed... then I was told I had to wait 10 more business days. I was with these people since 2010 and it took disputes of wanting my money back and account closed to see how trash Ace elite is. I have advised my friends, family and patients not to bank with this company EVER.

Original review: March 27, 2017

Well I applied for a loan online. It said I was approved for $200, well I was looking for info on employment time frame. I wanted to make sure I qualified but there was nothing that said how long you have to be on your job. Well I called customer service and the woman on the other end was rude and was rushing me as if I was bothering her as if she is not being paid to assist customers or something! Well anyway, I asked her, "How long do you have to be on the job to get a loan?" She referred me back to the website, but I told her the website does not say, well she says "I am not allowed to tell you that. I just need you to link your bank information!"

Why would you be more concerned about my bank account versus making sure I have income to pay back the money and have been on my job long enough to have a first paycheck? Well after reading these reviews I am nervous, they have my bank info and online it says I was approved but I just want to cancel now, from the rude customer service rep to all these fraud reviews I no longer want to deal with this company!

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Verified Reviewer
Original review: Jan. 30, 2017

Complete scam. I was issued a NetSpend card WITHOUT my knowledge. I went into the Ace Cash Express at 228 Eastway Dr, Charlotte, NC 28213 a few weeks ago to cash a money order. The associate started asking questions like my social and my driver's license. I was caught off guard, so I gave it to her first, and then I was puzzled that she was asking so many questions to cash a money order. So I asked her if she needed all this information, and she said "yes, we need it since this is your first time here". After cashing the check, she gave me a VISA debit card and said that she refunded part of the fee on the card for me ($10). I thanked her and left, but I was still very uneasy about the whole transaction.

A few weeks later, I received a NetSpend card in the mail in my name. I then realized she was opening an account in my name. But I got really busy and left the card so I can call later and close the account. So I called the number on the card today, and the representative I talked to was rude beyond expression. He tells me that the information I gave him "did not match" and that I have to call them back and get help closing the account. I asked him what information he needed, but all he kept saying was that I had to call back. I asked to speak with a supervisor, and he put me on hold for 56 min until I got to talk to someone and had the card cancelled. Altogether, a really bad experience for me.

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Verified Reviewer Verified Buyer
Original review: Jan. 20, 2017

I took out a payday loan with Ace Cash Express, to cover some unexpected medical bills. I knew I would be paying off the loan in two weeks and had no intention of extending it. The actual process of requesting the money online was very smooth and easy. The money was transferred to my bank account the next day with no hassles. But then the phone calls started. Twice, sometimes three times a day. It was an Ace customer service rep "reminding me my loan comes due in _# of days." Yeah, I know that. I signed the paperwork. I told them I didn't want to extend the loan. They kept calling. Finally I ended up blocking the number so all the calls would go to voicemail. Still, every day there would be two or three messages in my mailbox, for two solid weeks.

Finally a few days before my loan due date I get an URGENT message from Antoinette who needs to speak to me immediately about my loan. I had to call twice to get through and finally connected with Antoinette - some surly, illiterate sow who had the manners of a rabid pit bull and the vocabulary of a four year old. I told her I said, "I wasn't extending the loan, and that the phone calls were ridiculous." She said - and this is a quote - "Fine den, dat money gonna be TOOKEN out of yo account on Fwi-day." Tooken? Is that English? I told her I was aware of that, and she hung up the phone in my ear. Easy enough loan process, harassing phone calls and crappy customer service. I think I should have TOOKEN my business elsewhere.

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Original review: Jan. 17, 2017

They had a account for a account that a identity theft created including the bank. They kept sending me emails to finish the application then I gave my real information and denied me over bad repayment from identity theft getting loans and me sick with cancer. Now that I'm enrolled in college needed a temporary book loan ‘til my grants come in this month they deny me. Also refuse to delete my financial information out of their files. They’re as bad as the thieves. I'm not sure if this isn't the way they get your information and sell it or the employees steal it and get loans deposited in on your account and draw it out before you even see it on your bank.

Verified Reviewer
Original review: Jan. 17, 2017

I worked there in 2016 and the girl training me was more interested in her boyfriend than training me. Second they lied and fired me saying money was missing. Todd ** fired me because money was missing and I am a Deaconess, not a thief! I don't steal and they need to prove to me it is MY fault! But they didn't! I was a floater and it tore up my car-LITERALLY! Half the machines don't work in their stores! Then they feel comfortable to mistreat ** women! They are very unprofessional and greedy! Two days after my car broke down they fired me! I have NEVER been fired before!!! I want a lawyer to prove to them that they are liars! I want to boycott them!

Verified Reviewer
Original review: Nov. 28, 2016

I keep receiving calls from a Lucas at 830-202-2066 who states he is calling from a legal notice delivery service and that he has been trying to deliver legal documents from Los Angeles County Courthouse to my residence and needs to reschedule a time to deliver them or he will have to take action and deliver them to my place of work. When I asked what this was pertaining to he said he could not disclose what the notice was about but could transfer me to the paralegal that had sent the notice. He put me on a brief hold so he could call the paralegal and then told me he was transferring me to him.

I also wanted to know why he was calling my phone and relatives phones and leaving a threatening and rude message and he stated that this was a legal matter that I brought on myself and that I was going to be served a notice and that if I did not want my place of employment and Supervisor to know I was a criminal I need to take care of this matter today. I told him the number he was calling me from is listed as a scam number and that I was going to report him, he said I am transferring you now and hung up on me or transferred me quickly to a man that would not give me his name but stated he was the paralegal representing the attorney for ACE Cash Express and told me they are no longer disputing the online loan that was not paid back but that that they are willing to settle out of court for a one time payment of 2800 dollars.

I asked for the information and he said they have my bank acct number the money was deposited to and that 4 payments were made and then insufficient funds notice was given to the company. He said "the company is stating that you were given the money and are in breach of the contract and this is not fraud because who takes the money into their account and makes four payments and then has insufficient funds to repay the loan". I told him "I never took a loan with Ace Cash and disputed the deposit and the payments with my bank and they reported them as fraud and I was sent a letter from my bank and I have it and can fax it to you and I want a copy of the contract agreement and a copy of the application". He said I would have to take it up with the court. I asked for more information and he became rude and after asking for his name about ten times and never got he hung up.

I feel that they are giving me false information about taking me to court and I feel threatened by this. Anyone else have this happen to them and if so, what did you do about it? I refused to give him my information and my bank information. I have documents and letters from my bank about this fraudulent loan deposited into my account. My bank closed this account due to the fraud activities and it was investigated and I was found to not be liable for this activity and one other online loan that was fraudulently put in my name. He did not care and was very rude and would not listen to what I was telling him. He did not care that I had proof and documents to back my end up.

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Verified Reviewer
Original review: Nov. 27, 2016

I have been a customer of Ace Cash Express in Maplewood Missouri for several years. I take out a couple of hundred dollars to get me through till my paycheck. A couple of times I have been fortunate enough to win some extra cash on Missouri Lottery and paid back the loans early. Now when I go in to get a new loan, I get denied for "487 Poor loan performance with us." My punishment for repaying my debt is denial from future help. If Ace can't make money off your plight, they won't help you. Very poor business ethics.

Verified Reviewer
Original review: Oct. 15, 2016

I went into Ace Cash Express on Triskett Rd in Cleveland on Saturday to obtain a payday loan, as I sometimes need to do when my child support is late. The rep there, Bonna, asked me how much I wanted to borrow. I told her that it all depended on when the loan would be due, as I get paid from my job on Thursday (if a loan is paid during a certain period of time, no interest would be required). She told me that - if I paid the loan by Thursday, I wouldn't have to pay any interest. I then told her, in that case, I would borrow $200. Bonna proceeded to complete the paperwork for the loan.

After I was approved for the $200 and I signed all of the loan documents, Bonna then said to me, "Oh, you'll have to pay it back by Wednesday, not Thursday". I asked her how much I would have to pay in interest and she stated $47. I told her (since the initial information was WRONG), that I then only wanted to borrow $100 (because I certainly don't want to pay $47 for such a short period of time). She then snapped, "Now I'm gonna have to do all this paperwork over again!" I told her, "Well, YOU gave me the wrong information about WHEN it would be due!" She then said, "Well, I thought you would already KNOW since you come in all the time!" So, because I come in all of the time gives Bonna an excuse to assume that the consumer should know more than SHE SHOULD??

So, after Bonna huffed and puffed and proceeded to process the $100 loan, she said to me, "You were denied". I said, "What do you mean that I was 'denied' when I was JUST approved for a $200 loan?" She said, "The computer denied you". This was all due to Bonna's error and her need to cancel the first request. So, I had no choice but to leave with no loan - all because Bonna can't do her job correctly. She provided the wrong information, then appeared to be totally CLUELESS when the 'computer' denied it. I was able to go to Advance America down the street and left with my loan. The staff at Advance America was professional and courteous. Please, don't waste your time at Ace Cash Express!!!

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Verified Reviewer Verified Buyer
Original review: Sept. 23, 2016

I visit to get help on and off. Went in today and some woman around 4pmish mocked my learning disability and the man laughed. They should be ashamed of themselves. As we play their check and they should remember this I knew she was bad when she ran forward and said "I'll take her!" If they treat disabled people like this maybe they should be shut down. I've always been in with the other awesome guy and lady but these two were a joke and should go! How would they like it if I mocked them if they were having a bad day or your regular people you do well with aren't in there. Never had a problem till they treated me like poop today. Excuse my words but they both need retraining in respect for people in general. My rating for today is a big huge minus 0. Hope they learn respect cause God forbid either of those fools have a kid with a rare learning disorder! Her name was Leslie. Don't know his name. Never ever had a problem before this.

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Verified Reviewer
Original review: Sept. 7, 2016

I called Ace, told them my situation. I was assured I could get a $100 loan. I get S.S.I. Disability. I brought all info required. They refused the loan. I was lied to... my time wasted!!! Their loss. These are money users, bottom feeders. Stay clear of this shady business. You're going to be broke & in jail. Usury banking!!! Stay away!!!

Customer increased Rating by 3 stars!
Verified Reviewer
Original review: Sept. 3, 2016

I received an e-mail dated 9/2/16 stating that a lawsuit was being filed against me for an unpaid loan of $740.00. When I requested that Michael ** produce the original signature document, he evaded my request. He continued to state that if it wasn't resolve in 48 hours that they would file with the FTC, FBI, ICS and my employer. I don't recall creating this debt and only wanted to verify that it was indeed created by myself. Because of his unwillingness to provide this requested information I suspect this to be a bogus request. True I did have several payday loans which were part of a bankruptcy in 2012 and I am not going to pay for something that was part of that case. Because of these actions I find this business practice to be unreasonable and troublesome.

Original review: July 15, 2016

I've gone through Ace Cash twice, and both of those circumstances were emergencies. I do the traditional installment loan (pay day loan) method, and I chose the option where they directly take out of my funds. I've also done the (Pay in store) method on my first installment loan. I'm reading a lot of comments how people have trouble with Ace cash, and I haven't. The simplistic way to make your experience easy, is just pay on time. Pay what you owe. You took out the cash, you signed the contract stating; you'd pay X amount which will be paid on X date for so many pay periods.

Regardless if you call them and ask for an extension on the pay date. You probably shouldn't have done the loan agreement in the first place, if you can't pay on the expected date. Don't get a pay day loan. If you pay in cash, always get a receipt and file it away. I can't believe how irresponsible some people can be when getting into these loans. Always leave a paper trail to cover your end just in-case like.

The interest rates are outrageous, and I finish paying off as early as possible if you can afford it. The second one I took out, I'm going through the whole term. I was hoping it'd boost my credit, but after reading on their website and privacy terms and agreement they don't report to the traditional credit bureaus apparently. Again, only get an installment loan if A) It's an Emergency and B) You know you'll make the payments on the expected date, and never take out more than you need!

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Verified Reviewer
Original review: July 7, 2016

I've been an Ace customer for years, always paid on time. Twice they debited my account for what I owed. The first because I regrettably relied on their reminder calls for my due date. The second was my last loan. I made payment arrangements to pay a portion on my next 4 pay dates. First due on July 1. It completely slipped my mind to be there in person with cash so they debited my account for the full amount. I was on vacation 6 hours from my home, did some shopping and Saturday my account was negative. I realize this was my mistake and I graciously asked them to please let me finish the payment arrangements and credit my account. I explained I've been a customer for years and that I was now stuck far from home with no way to pay my way home. I will have to miss work which will get me in quite a bit of trouble if not fired. No sympathy at all.

I was told the same thing by three different Ace employees, "You can reloan in 10 days, we do not have the capability to credit an account once we have debited an account". Entirely NOT true. I'm actually stuck away from home until I can reloan this Friday, so they can make more money from me! Terrible terrible business practices. I will be sending a complaint to the Better Business Bureau as well. There are other pay day loan companies. They will get my business in the future. And I will be sure to post my predicament on Facebook and warn everyone I can. The only reason they get 1 star is for being decent to work with up until this point.

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Verified Reviewer
Original review: May 31, 2016

I chose to take out a payday loan from Ace Cash Express located in Speedway, Indiana back on May 3, 2016. The loan amount was $280 and I was to pay back $321.40 on May 28, 2016. On Saturday May 28, 2016, I went to the store IN PERSON, WITH CASH that was exactly equal to $321.40. I handed the cashier, Kristi, 15 twenty dollar bills, a single one dollar bill, a quarter, a dime, and a nickel. We both chuckled about my having brand new twenties, and both Kristi and myself had a difficult time counting the money as the bills were sticking together. Kristi counted out the money in front of me, agreed that it was the full amount, and asked if I wanted a receipt. I was in a hurry, and asked her if there would be any question as to whether or not I paid. She indicated that there would not be and stated that it wasn't necessary that I took a receipt. I told her that was fine and to have a great day and I was on my way.

I went back to this same location today (Tuesday May 31, 2016) to take out another payday loan. There was a different lady helping me, but I saw that Kristi was present. The lady that was helping me seemed confused and informed me that my loan that was due on May 28, 2016 was still outstanding and had not been paid back. I then informed her that she was terribly incorrect as I had just been in the store three days prior and paid the loan in full. I have taken out several payday loans from this store and have always paid them back on time as promised.

Kristi then chimed in stating that I called on Saturday saying that I would be out of town until June 2, and that I would be in to pay at that time. I told her that that was incorrect, that I remembered dealing with her and she even indicated that she remembered me coming into the store! They proceeded to scramble searching for some sort of receipt/documentation from my transaction but were unable to find anything.

I find this incredibly irresponsible, unacceptable, and I simply cannot wrap my mind around this. I handed this woman $321.40 that has now vanished into thin air? I find it very strange that this Kristi was so adamant that I placed a call indicating that I would be out of town until June 2 (funny because it's May 31st and here I am! In Indianapolis - NOT out of town) but then proceeded to change her story and say that she remembered me. Who in their right mind would walk into a payday loan store three days after a loan outstanding was due, and try to obtain more money from them? I PAID THEM BACK IN CASH, IN FULL, IN PERSON as I was instructed to. What Kristi did with my money after the fact is on her.

Someone needs to pull videos, look at camera footage, SOMETHING. I walked into the store around 12:30 PM on Saturday May 28, 2016 wearing a blue shirt and black pants and I PAID THREE HUNDRED TWENTY-ONE DOLLARS AND FORTY CENTS TO THIS WOMAN. This situation needs to be rectified IMMEDIATELY. This is a place that I have done business with several times and thought I could trust their employees. I clearly thought very wrong!

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Verified Reviewer
Original review: May 27, 2016
I have a personal check a family member wrote from Kansas City, Missouri & mailed to me in Stone Mountain, Georgia. The check is from a credit union. I foresee no problems so I call a ride to get to a location near me. I get there, wait 5 or so minutes before I'm called up. The person who called me up saw it was a personal check so told me to wait for the lady next to him to finish up with the person she was helping. 5 or so minutes go by before I'm signaled over.

When I'm signaled over the lady says absolutely nothing to me, doesn't look me in my eye or anything. She didn't bother with greeting me. She had this body language as if to imply I'm bothering her at work type of attitude. That's not my issue at all but it is extremely rude.

My issue is 15 minutes into doing whatever it was she was doing she blurted out "phone number on the back & right thumb on the front". I did that no problem, 10 more minutes after that she going back & forth between two machines helping other people she comes back & tell me "I need to speak with the person who wrote the check before I can cash it." That's the part that I have a major issue with. Regardless if the person who wrote the check is available to pick up the phone (something I would have no control over) that should not stop a check being cashed. I pretty much wasted 30 minutes of my time & the person who gave me a ride. She was all ready to cash it, but then said I need to speak to the person & I couldn't get the person on the phone pretty much on her demand.

I guess the lady thought that everyone operates on her schedule & should be available that day at that particular time to pick up the phone so they can verify who they are for a person trying to cash a check that's in their name & has all the proper identification there would be needed to cash a check that's written to them. I guess she thought that when I decided to pick a day to cash a check the person who wrote it would magically know & be waiting by the phone. So 35 minutes or so sitting in the place & I get nothing for sure except for horrendous customer service. I go to a place called "Ace Check Cashing" to cash a check & the irony is I couldn't cash a personal check because the lady helping me wanted to have a conversation over the phone with the person who wrote the check.

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Verified Reviewer
Original review: May 6, 2016

Today I got an email from ACS Inc. about a lawsuit. They could not even spell the word 'fee' or 'cooperate' right. They called me and it sounds like someone from the Middle East. They said I took out money from CashNet USA and QC Finance. The guy on the phone said he sent me an email. I would not give him any information so he hung up on me. I called my friend that works for the FBI. He sent me an email to send to them that should stop them.

Ace Cash Express Company Information

Company Name:
Ace Cash Express
Company Type:
Private
Year Founded:
1968
Address:
1231 Greenway Dr. Suite 600
City:
Irving
State/Province:
TX
Postal Code:
75038
Country:
United States
Phone:
877-223-2274
Website:
www.acecashexpress.com