Complaint Review: Ace Cash Express

On november 26, 2013, I received an email confirmation that I was approved for a $2000 installment loan. I had been inquiring online about short term loans, but longer terms than just a payday loan. I am a full time employee but recently started having some neck and arm pain, to find out it's worse than I hoped and will be out of work for a while. My landlord is not willing to work with me on my rent even with documentation from my doctor.

So, considering my situation, I need some help. After receiving this email (which sounds too good to be true), I called the phone number provided. After ringing about 10 times, I am directed to leave a message. About 10 minutes later, someone calls back(without listening to my message). A man with very broken English asks if I had called. I respond yes. He asks what he can help me with. I told him I had some questions about the email I received from them. He asks my name. Duh...should have listened to the message. I give him my name, which isn't difficult at all, even spelled out first and last name. He asked probably three different times for me to resay and respell my name. Then he asked for my phone number...didn't he just call me back??? He said he needed verification then he would call me back. I told him I was given a Loan Account Number and a Loan Approval Number. He said he didn't need that information. Ok???

After about an hour, I receive a call back from the number he called from earlier. I of course answer, but he asks for a "Martin". Hello, you called my number and don't even have the right name??? I told him there was no Martin but that I had spoken to him about an hour ago. He apologized and said he would call me back.

I understand yesterday was Thanksgiving, but I haven't heard a word from them. Why give approval numbers (not pre-approval numbers)? The email also states "As a company we do not believe in any upfront in form of cash, credit or debit card. Only a guarantee is required from the customer which your loan officer would tell how to process". Then, after reading further it says, "The initial down payment INCLUDES your Documentation and processing fee charges". I thought they wanted no money upfront. WHAT includes the documentation and processing fees???

If anyone has any insight on this or has been through this, please let me know. I am really in a pinch financially and need some assistance. I thought this sounded legitimate but the more times I read the email I really start to doubt it.

Thank you.