Consumer complaint received 2025-10-21 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Fraud or scam — 
Company: Populus Financial Group, Inc. (F/K/A Ace Cash Express)
State: DC

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX i cashed a check from my employer, XXXX XXXX XXXX  in the amount of XXXX. At the time of me cashing said check, i had a negative balance of XXXX. The employee at this location, named XXXX according to my receipt, issued me approximately $680. I asked the employee would the remaining balance be applied to my current negative balance, and is my account in good standing, to which she replied "yes". A week later, on XXXX XXXX XXXX, i went into my banking app to review my transaction history, only to discover that my account is still in a negative balance of now XXXX  due to a monthly service fee of XXXX being accrued in this time. I then began to contact the number located in the XXXX XXXX XXXX XXXX, and submitted a complaint. It was suggested to me that I return to the location, and try to resolve the issue with someone employed at that location, to which I obliged. Upon returning to the branch, located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX I began to inform the associate about my concern, which was some funds from the check i cashed had not been accounted for. Approximately XXXX did not go toward my negative balance, nor was it given to me by hand.   I provided her, XXXX with my check stub to corroborate my claim. She was able to produce the physical check i had cashed a week prior, and asked me to swipe my debit card, to which i replied "im currently in the process of receiving a replacement". XXXX then claimed that she would have never been able to apply any amount to my negative balance without me producing my debit card. At this point I became severely confused, because if she was not able to apply the remainder of my cashed check towards my negative balance, and I was only given approximately XXXX  then exactly where did the remainder of my check go?? Unbeknownst to me, when I tracked down my receipt from this transaction, somehow XXXX was able to create a receipt that says she issued me XXXX, this is not true. When XXXX seemed to become aware that a mistake had been made somewhere, she began to get highly unprofessional, and disrespectful, calling me names, insulting me due to having a negative balance, calling me names because i "only have a check for XXXXXXXX  and am whining". I contacted XXXX XXXX XXXX  and then    I was then redirected to XXXX whom I was told my case would be escalated to. Once I was in contact with XXXX they informed me my issue could only be resolved with the district manager for that particular branch location. Following  all of this, I was informed by a friend that I should contact Ace Cash Express directly, and was provided that number, to which i proceeded to call, and open a new case that was to be re-escalated, andi would be contacted by a district manager. Today, XXXX XXXX XXXX  I was contacted by the district manager for this location, and she asked for my recollection. After giving her a thorough description of what transpired, I was told that because Ashley had "no overs" for that day, that this situation had come to my word against hers. I asked the district manager if there was any way they would be able to track exactly how many XXXX XXXX XXXX etc were issued out when someone cashes a check, to which she replied no. I have been a customer of Ace Cash ExpressXXXX XXXX XXXX XXXX approximately XXXX years at this point, with an active direct deposit for at least XXXX years. What I have gathered through all of this correspondence with said entities, is that there is absolutely no accountability for what transpires inside a physical, brick-and-mortar, Ace Cash Express location. Each company associated has redirected me to the other, in a never-ending cycle of smoke and mirrors. At the end of the day, I am confident that there is a way to reveal the actual details of this transaction, although Ace Cash Express and its affiliates insist that I believe otherwise. \n\nUnfortunately, I am submitting this complaint from a public computer, that wont allow me to download email correspondence between XXXX XXXX XXXX and XXXXd, beginning on XXXX however i will provide the information on the receipt I was issued:        XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation