ACE Money Transfer: most-reported complaints
Automated analysis of 3,598 public Trustpilot reviews published 2025-10-15 to 2026-09-27. TrustScore 4.7 from 198,848 total reviews — see the Trustpilot page. Quick answer: is ACE Money Transfer legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with transfers arriving late or not being credited to the recipient's account, accounting for 28% of complaints. Billing errors are the next most common concern, cited in 25% of reports, where funds show as sent but do not appear in the bank account. Additionally, 14% of reviewers describe customer support as unhelpful, and 11% report technical problems where the app indicates a credit that has not occurred.
How to reach ACE Money Transfer
These are the contact details ACE Money Transfer publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 0161 393 6999, email [email protected], address One Portland Street, Manchester, M1 3BE, GB.
The company claimed its Trustpilot profile on 2018-04-16, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-26. Trustpilot ranks it 18 of 46 in Money Transfer Service. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4★ on Google (733 reviews) · 4.8★ App Store (31,807) · 4.8★ Google Play (78,594) · 1★ Reviews.io (2)
TrustScore over time
4.7 → 4.7 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (100%, 1.8d) · 2026-08-18 (99%, 1.8d) · 2026-08-21 (99%, 1.7d) · 2026-08-24 (99%, 1.7d) · 2026-08-27 (100%, 1.7d) · 2026-09-01 (99%, 1.5d) · 2026-09-04 (100%, 1.5d) · 2026-09-07 (99%, 1.5d) · 2026-09-10 (100%, 1.5d) · 2026-09-13 (99%, 1.5d) · 2026-09-16 (100%, 1.5d) · 2026-09-20 (100%, 1.5d) · 2026-09-23 (100%, 1.5d) · 2026-09-27 (100%, 1.5d).
Severity: 14% of this company’s 527 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.4 days between the experience and publishing their negative review (857 reviews record both dates).
Measured reply time: across 802 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of 2 days.
Reply quality: of 802 company replies to negative reviews analysed, 3% engaged with the specific problem and 95% were generic templates.
What employees say
Employees rate ACE Money Transfer 4.6★ overall from 87 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2968 company-invited reviews in the recent window average 4.71★, while 32 organic (uninvited) reviews average 3.44★.
17% of its 2609 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: other makes up 28% of this company’s complaints vs a 20% median across 148 ranked companies in its sector.
Review velocity: 43,897 of this company’s 198,848 Trustpilot reviews (22%) were written in the last 12 months.
What are the most common complaints about ACE Money Transfer?
Other
146 reports · 28% of complaintssteady“Late transfer my emergency money”
The company replied on 2026-09-18: “Nazmul, We regret and apologize for the inconvenience caused. Our top priority is always to ensure swift transfers which is rarely compromised. Please connect with us at [email protected]…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The worst money transfer ever. My father still hasn't received the remittance.”
The company replied on 2026-09-16: “Saydur Rahman ZAHEED, "We’re sorry to hear that you weren’t satisfied with our services. Your feedback is valuable to us and helps us improve. Please connect with us at [email protected]…”
Our classifier read this reply as a template response.
“Yesterday I sended money to Pakistan in my account and still not receive”
The company replied on 2026-08-24: “We sincerely apologize for the inconvenience you had to go through. Please connect with us at [email protected] and give us a chance to improve your experience.”
Our classifier read this reply as a template response.
Billing errors
130 reports · 25% of complaintssteady“amount has sent & showing credit but amount still not credited in the given bank account”
The company replied on 2026-08-10: “We regret and apologize for the inconvenience caused. Our top priority is always to ensure swift transfers which is rarely compromised. Please connect with us at [email protected] so we…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“payments from here on July 25th but they haven't arrived yet”
The company replied on 2026-08-05: “Zahid, We’re sorry to hear that you weren’t satisfied with our services. Your feedback is valuable to us and helps us improve. Please connect with us at [email protected] so we can work…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Not given money what ace show in previous.”
Support unhelpful
72 reports · 14% of complaintssteady“chat agent are not helpful and don’t really know how to serve or help to customers”
The company replied on 2026-08-03: “Sabbir, We regret and apologize for the inconvenience caused. Our top priority is always to ensure swift transfers which is rarely compromised. Please connect with us at [email protected]…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“My money has still not been refunded, and customer care is completely unhelpful.”
The company replied on 2026-09-10: “Pervez, We sincerely apologize for the inconvenience you had to go through. Please connect with us at [email protected] and give us a chance to improve your experience.”
Our classifier read this reply as a template response.
“Customer service was inconsistent—different representatives gave different information, which made the situation even more stressful.”
Account/app problems
60 reports · 11% of complaintssteady“App says receiver account has been credited. But receiver account hasn't been credited.”
The company replied on 2026-08-10: “Asif, We regret and apologize for the inconvenience caused. Our top priority is always to ensure swift transfers which is rarely compromised. Please connect with us at [email protected]…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Not releasing my money yet.”
The company replied on 2026-08-24: “Adnan, We sincerely regret to hear regarding your experience using our services. Our main priority is to enhance your experience by remaining compliant with imposed regulations. Kindly connect with…”
Our classifier read this reply as a template response.
“Cannot send money for emergency ! Too much of document verification”
The company replied on 2026-08-20: “Ayzha, Thank you for sharing your positive experience using our services. Considering your feedback the given star rating is low. If you unintentionally gave the rating we would highly appreciate if…”
Our classifier read this reply as a template response.
Overcharging
38 reports · 7% of complaintsfalling“They have confiscated £237 of my hard earned money under the pretext that their partners do not recall payments.”
The company replied on 2026-08-28: “Fode Diaby, We sincerely apologize for the inconvenience you had to go through. Please connect with us at [email protected] and give us a chance to improve your experience.”
Our classifier read this reply as a template response.
“It's so unexpected with a hidden fee. That's fraud.”
The company replied on 2026-07-24: “Thank you for your feedback. At ACE, we constantly strive to serve you better by offering the most competitive fees. Our transfer fees are influenced by market fluctuations. Please email us at…”
Our classifier read this reply as a deflection.
“They cut the extra money scam”
The company replied on 2026-02-02: “Hi! SOMRAJ GURUNG Thank you for your valuable feedback. At ACE, we aim to offer the most competitive rates, though they may vary with market conditions. We strive to provide the best service with the…”
Our classifier read this reply as a template response.
Support unreachable
31 reports · 6% of complaintssteady“Customer service was inconsistent—different representatives gave different information, which made the situation even more stressful.”
“their phone number (constantly busy) not working and no one replying via chat or email.”
“Not return money. It is a lots of money.”
The company replied on 2026-07-29: “We regret and apologize for the inconvenience caused. Our top priority is always to ensure swift transfers which is rarely compromised. Please connect with us at [email protected] so we…”
Our classifier read this reply as a template response.
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.