Consumer complaint received 2016-08-09
Company: Populus Financial Group, Inc. (F/K/A Ace Cash Express)
State: TX
Product: Payday loan
Issue: Charged fees or interest I didn't expect

Complaint:
Around XXXX/XXXX/XXXX I took out a loan from Ace Cash Express in the amount of XXXX with intentions of paying it off in full on my following payday of XXXX/XXXX/XXXX. 
On XXXX my account was hacked into so I called Ace Cash Express on XX/XX/XXXX to provide a different bank account to pay the loan off. I spoke with someone by the name of XXXX who stated Ace 's policies would not allow me to pay from another bank account. I would have to go to a local store and make my payment there instead. She also stated I should put a stop payment on the fee that was scheduled to be deducted before I could make the payment at the physical store. I did this. 
This was where the runaround began and they 'seized ' an opportunity to delay my paying off the debt so that I could owe more fees. 

XXXX said I should go to the Ace Cash Express on XXXX XXXX in XXXX and pay {$1200.00} to pay off the debt. Getting there, the representatives at this location knew nothing of my situation at all and they quoted an amount of XXXX. Which is way more than I borrowed plus fees combined. I left there and called and Ace again and asked to speak to a manager who then directed me to another location at XXXX on the following Saturday and stated that my payments would have to be split into XXXX due when I pay at a local store. Her instructions were for me to make an initial payment of {$1000.00} at the store then wait 3 days and come back to pay the remaining {$270.00} which would total the original {$1200.00} payoff amount given to me by XXXX. 

I went on Saturday to the specified location and again, the representatives knew nothing about the arrangement and even quoted a different amount. 

By this time I suspected all of these delays were deliberate so I called Ace again on XX/XX/XXXX and this time I was given a different 'Supervisor ' by the name of XXXX . She stated I could mail in my money order for {$1000.00} since I was having trouble paying at the stores and send the remaining {$270.00} by XX/XX/XXXX since I 'd already had an agreement to pay XXXX. This was also due to my account being frozen and the difficulty involved going back to withdraw additional funds. So on XX/XX/XXXX I purchased a money order for XXXX and mailed it to the address I was given. I called Ace after doing so to let them know the payment was in route and also to confirm my remaining balance of {$270.00} and let them know when I would be mailing it off as well. I got someone named XXXX on the phone who said my remaining balance was over {$500.00}. I was livid. I told her the entire history of the account, what I was told was due and everything. From this point on the runaround was horrible. Whenever I called I was always placed on hold for over an hour and when I did speak to someone they refused to acknowledge the payment they had already received. They gave me a different balance each time. Finally I told them never to call me again and that I would be sending the XXXX money order that I was originally quoted and Ace Cash Expres would not receive any additional money from me. I did n't understand why I had to split my payments that way anyway when on my first phone call I was prepared to pay it off in full. 

So on XXXX/XXXX/XXXX I did exactly as requested and purchased a money order for XXXX. I did n't mail it off until XX/XX/XXXX because I kept trying to reach someone in a position of authority to acknowledge the payment amount before I would send it. 

For months I did n't hear from them anymore but yesterday I received a letter from a collection agency by the name of XXXX XXXX XXXX asking for a payment of XXXX on behalf of Ace Cash Express. This is now harassment. They can not give me an amount then after I pay it ask for more money. I am seeking legal advise and plan to file a lawsuit. This harassment is out of control. It is now XXXX and they are harassing me for money I

Company response to consumer: Closed with explanation