Consumer complaint received 2019-09-30
Company: Populus Financial Group, Inc. (F/K/A Ace Cash Express)
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Problem with customer service

Complaint:
To whom it may concern, My name is XXXX XXXX XXXX and I am a practicing surgical assist. I specialize in several surgical specialties and work with several key physicians in the XXXX and surrounding areas. I recently paid a visit to the ACE Check Cashing location in XXXX location store # XXXX with the expectation of cashing two payroll checks in the name of my corporation XXXX, XXXX. I was informed that I would need to provide all of my personal and business information for verification of the the business entity. All necessary information was provided with the inclusion of proper identification of my proprietorship of XXXX, XXXX. To my dismay, the total time for the verification of all of my documents took three working days to approve the DBA account with the corporate office and unfortunately 6 days of time away from my regular work schedule. This process included waiting in the lobby on Wednesday ( XX/XX/XXXX ) for over 5 hours, my wife and I to standing in the lobby for over XXXX hours on a Saturday ( XX/XX/XXXX ), and again on Monday ( XX/XX/XXXX ) for at least 4 hours. I would like to express my gratitude to XXXX  and XXXX, who worked tirelessly and well into the evening on these visits to provide the information that was requested for verification of the business. These associates spent time calling, emailing, scanning, and faxing all my information in an effort to help reassure that the corporate office had all the required data needed to approve my account. The account was finally set up on Monday ( XX/XX/XXXX ) and I was informed that although a previous approval was attained, now another approval was needed. This was extremely disappointing after standing in the store for hours and after overhearing a young lady from corporate via speakerphone relay the information to XXXX that all information was cleared and verified from a corporate stance. It is my assumption that once the approval was given to XXXX that there was a level of apprehension that was still present due to the fact that one of the checks was over {$7000.00}. After XXXX placed another phone call, the young lady from corporate advised XXXX to call her District Manager to get an approval code to cash the checks. XXXX called her DM to get his approval, but what I was able to hear was the laughing, cracking jokes, and overall unprofessionalism that was displayed by the DM during their discussion regarding the checks. After XXXX sent the DM a copy of the check, he to became apprehensive and stated that he also wanted another verification of the checks from the company which was issued by a national healthcare insurer, XXXX XXXX XXXX XXXX of Texas. When the numbers associated this insurance provider are called, unfortunately all of the lines lead to an automated system and is difficult to attain the assistance of a person. 
This process proved to be extremely upsetting and disappointing, especially after the DM stated that he wanted a different verification of the checks. I questioned the need to verify checks that were previously verified and approved by corporate. After speaking to the DM, he questioned the validity and the need for me being paid so much money, questioned my position, my practice, and my ability to have a job which paid this amount? After which time, the DM requested that I send him something in writing that showed him what I actually I do for a living to justify the reason for the Insurance company sending me this type of money? Although I did comply, I must question the need for the provision of additional information after spending over 3 days in this location. During this period of time, I had the ability to observe several customers come in and cash checks with DBA accounts and without subjection to the this type of questioning. I also feel it was demeaning and accusatory, giving the perception that I was a common criminal trying to cash a fake check and defraud the company. If I was trying to defraud your company, why would I stand in your lobby for well over 15 hours in the course of 3 days under security cameras? Why would I provide legitimate information including my name, corporation name, tax number, EIN number, address, phone numbers, and most importantly the social security numbers for both my wife and I? In my years of practice I have dealt with a number of financial institutions with the inclusion of cashing checks with a greater monetary value, but never with the receipt of this degree of blatant disrespect especially from a member of higher management. The sole purpose for the presentation of cashing these checks with ACE was due to providing for the needs of my oldest son who is away at college with immediate needs. This whole process has been extremely disappointing and completely unexpected and definitely not the first experience that I thought that I would experience with this company. In an effort to reassure this type of blatant accusatory action does not happen again, I am forwarding a copy of this letter to your corporate headquarters for Texas XXXX XXXX XXXX, # XXXX XXXX, TX XXXX. Also a copy to XXXX XXXX with the New Mexico Regulation & Licensing Department, XXXX, and to the Texas Department of Banking XXXX Very Disappointed XXXX XXXX XXXX

Company response to consumer: Closed with explanation