Consumer complaint received 2018-10-31
Company: Populus Financial Group, Inc. (F/K/A Ace Cash Express)
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
Hello, my name is XXXX I have been a customer of yours for almost three years now I bank with XXXX XXXX. Normally when I come in the staff is very friendly to me, they dont ever look like they love what they do but they know how to fake it. I just recently visited Ace cash app express on XXXX right next to the XXXX XXXX   shop. There was an XXXX XXXX woman there with short hair not very tall XXXX   XXXX I dont remember her name, hints as to why Im trying to describe her. Anyway I came in to deposit a personal check into my account & the lady helping me was very rude. She had just gotten off of the phone with someone who didnt speak good English and she was agitated and when she hung up she was speaking out rude things about the customer not speaking English I just laughed it off. She told me that I would be charged a fee for cashing my check which was fine then she told me I would be charged twice. Now I didnt understand why I would be charged to cash a check and then charged again to put money into my own bank account I had just been charged {$5.00} earlier in the day for my monthly charge of having an account with XXXX XXXX. So I tried to explain to her that I didnt understand why I would be charged twice and that it didnt make sense for them to charge me to put money into my own bank account no other bank that I have ever had has charged me twice. I was very nice about this just very concerned it didnt make sense. She did not bother trying to help she just kept saying it does make sense so I got even more agitated because she never explained why it was that I was being charged twice. But I made sure to explain to her that I wasnt upset with her, just the overall situation because in the end Im losing money and it doesnt seem fair, why would I continue to bank with you guys if Im losing money in the end. She just got more upset and started saying well thats just how it is, it does make sense and then she started saying it makes sense because its business now at this point Im really annoyed you work here and you cant even explain to me why its being done your only answer is it makes sense? I explained to her I know that its not her fault I was just voicing my opinion became I wanted to know what the purpose was of me being charged twice and she said I work here and I bank here they charge me too so thats just how it is I told her I understand that I was just trying to get more information but you cant give me any. She says you are giving g an option like o can change something theres nothing I can do I told her I understand you cant chagrin anything but I am a customer with questions you work in customer service you are the only one here but you cant seem to answer my questions and you dont seem to care you arent even being open minded to hearing my questions at all. Then she started saying whatever little girl I dont care whatever I told her you dont get to treat people like that, I look young because of my face but I am not child. I told her I am a XXXX   XXXX and when I have a customer with a complaint I dont just get to dismiss what they are saying, even if I cant help them out I am willing to hear them out. Thats the purpose of customer service. In the end it never got resolved she just kept telling me how she didnt care, and its not her problem, theres nothing she can do, and Im not going to do anything about it. then she started telling me she doesnt care because she makes good money. I asked her do you because you dont treat people like you make enough money to love your job I asked a question and you have been rude the entire time. Then she says do you want me to cash the check or not because it doesnt really matter to me. So I give her the number of the person who wrote the check because she needed to verify before depositing it, she says she called twice there was no answer and she wasnt going to cash my check with verifying, so I ended up calling he lady myself while standing in front of her the employee and then all of a sudden. She started being a little nicer and was mysteriously about to get it cashed. I got it deposited and I left. The purpose of this email is to let you know that out of all the times I have come into this specific store in three years I have never been tested like this, Im never rude to anyone and no one is rude to me. This lady was very rude and disrespectful and I believe she needs more training, if she cant answer simple questions and treat people with respect, then she should not work at Ace Cash Express, I dont want to have this problem again.

Company response to consumer: Closed with explanation