Public Mediation

ACE Cash Express Inc-Dispute-#8827403

L. M. vs. Ace Cash Express
1231 Greenway Dr Ste 600, Irving, Texas, 75038-2511, United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Ace Cash Express
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 8827403
    • Amount Involved: N/A
    • Filed On: Mar 26, 2013
    • Posted On: Apr 06, 2013
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Contract / Agreement / Promise dispute
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Statement of Claim
Complaints Involved (6) - View
Claimant says:
"I took out a title loan in November and paid it off. I then took out a second loan which went into collections. I paid that off in March of this year. I spoke with Bobbi in the claims department who reassured me that I would be okay to pick up my title once my payment of 550.00 cleared. I went in on March 19, 2013 to pick up my title and was told that I owed 350.00 fr a loan that I didnt pay in November. I reassured the cashier that there must be a mistake because I paid that one off in Novemeber and I had just recently paid the second one off three days before coming into his store. He proceeded to call his claims department. I spoke with Bobbi again and then she said a note must've just gotten into the system not to release my title to me until I paid 350.00. WOW, REALLY. I told her I would contact my bank and get all the necessary documentation that she needed and fax them to her. I called my bank and they reassured me that Ace had taken the money out of my account in November. I faxed my bank statements over to Ms. Bobbi and she denied receiving them. I had to go and pick up my son so I left and told the cashier I would be back the following day. I returned and called Bobbi while at the Ace Cash Express loction and she said I faxed her the wrong statements that she needed January statements. I faxed her those statements as well. The entire time the employee is looking more astonished than I am. He can't believe it because he's looking at proof that I paid it off as well. She still doesnt release my title. On yesterday I called her again to make sure she received the 5th copy that I faxed her f my statement and she says "You sent the wrong one" and hung up in my face. I went back down to Ace Cash Express and sent another copy from Oct. 2012- February 2013. I called her today and she said, "I told you I needed January and you sent the wrong ones." I told her I sent more than January so she could see that I paid it off and they never put the 350.00 back on my card. She hung up again. I feel like they are comitting a crime against me and holding my title under false pretenses. Everytime I call and try and speak with Bobbi's supervisor Mr. Hill I'm being put on hold or sent to voicemail. I need my tiltle to my car ASAP............."
...
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Additional Communication Between Claimant and Ace Cash Express Hide
  • Apr 15, 2013, Claiming party added:

  • I need my title ASAP. I have been sent on a wild goose chase and if i need to take it another step further than thats what ill have to do. Instead of you all ontacting your bank even after I faxed my statements in showing that I paid this company chose to do the opposite and withhold my car title illegally. My titled needs to be given to me asap...... The fact that this Bobbi person in your claims department repeatedly hung up in my face has me in aww. I paid Ace their money and I want my car title back. I'm willing to go further through the legal system if need be.

What Claimant Wants Hide
What By When How Much
1. Complete project: I want my car title Apr 02, 2013 N/A
Non-cash: 1 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "We are contacting the customer directly. Thank you. "

This claim will remain posted until resolved.

  • 0
Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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  • Comment: by Sarah Baxa — Online mediator
    • On: 04-08-2013
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  • The following is a link to the many ways you can contact Ace Cash Express: https://www.acecashexpress.com/contact-us. Bobbi cannot be the only one who works in customer service there. I would send certified letters to as many addresses as you can, outlining the issue you have been having and include copies of your bank statements (I would make sure that your account number cannot be read). Ask for your car title back and give them a reasonable amount of time to resolve this issue (perhaps 10 business days). If you do not receive a satisfactory response, it may be time to contact the authorities or file a complaint with the State's attorney. Best of luck.
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