Consumer complaint received 2016-02-16
Company: Populus Financial Group, Inc. (F/K/A Ace Cash Express)
State: NM
Product: Payday loan
Issue: Payment to acct not credited

Complaint:
I applied for a payday loan on XXXX/XXXX/XXXX my plans were to pay this loan off asap because of high interest. Due to death in family I was not able to do this. I finally received my tax refund and immediately went to Ace Cash Express, INC at XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, NM XXXX. On XXXX/XXXX/XXXX at XXXX I went to pay my payday loan in full. I had set up auto debit for repayment of the loan. When I spoke to XXXX on XXXX/XXXX/XXXX she stated that my balance was {$180.00} XXXX stated they processed my auto debit but that it had not posted yet so XXXX gave me a paid off balance of {$140.00}. I paid the {$140.00} in full to avoid any other fees charges interest, etc. I get a call on the weekend of XX/XX/XXXX saying I still owe {$48.00} and some change. I spoke to XXXX I explained that I was in there office and paid my balance in full. XXXX then says no you still owe one more payment. Not once could any clerk including mgr. admit they made a mistake or prove to me that I still owned one more payment. I asked for a detailed statement so I could do the math and figure out what I did or did not owe. No one including the manager could provided me with a detailed statement show what my beginning balance was minus each payment I made up onto the day of XXXX/XXXX/XXXX that I went in and paid my balance in full. To this day I have no ideal what I really owe Ace Cash all I am suppose to do is believe that the amount they make me pay is correct. I would like this company to prove to me what I borrowed what they charged me in interest minus what I paid and no one there would provide me with any type of a statement they refused saying they do n't do that. How can I as a consumer know what I owe someone without any type of statement. I also spoke to the Manager XXXX XXXX and he also could not provide me any type of proof. On XXXX/XXXX/XXXX I made another payment of {$45.00} just because they told me I had to they would not provide any proof I owned any more money. We as consumers are suppose to just pay something because they tell us to as far as I knew I paid my balance in full on XXXX/XXXX/XXXX. How do I get a statement from this company so I can figure out if they over changed me or I paid what was due. Again they will not provided me with this documentation. Any bank, credit card, etc. ALWAYS provides a statement WHY? do these payday loan companies not do the same. Please help I want to know I was not overcharged especially when I walk into a company in good faith to pay what I owe in full. Then I get a call saying I still owe. I paid a total of the following : I borrowed {$250.00}, I paid 7 payments of {$45.00} including the additional payment they charged me on XXXX/XXXX/XXXX after as far as I knew I was already paid in full on XXXX/XXXX/XXXX for a total of {$310.00} now and no one in that office could help me figure out that yes I did own another payment. This is not right these companies should be required to provide statements show what was borrowed what was paid interest charged should all equal out to a XXXX balance. I still feel I did not owe them any more money. Could you please contact this company and get me some type of statement so I may have peace of mind. I feel I was ripped off. I expect a company to know how to handle a transaction especially when I 'm paying off an account in full. Please help me get a statement so I may have peace of mind that I did owe another payment. Why can a company like this get away without providing a statement so we know exactly what we owe. I thank you in advance for some type of resolution. Thank you.

Company response to consumer: Closed with explanation