Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I funded my daughter-in-law $25.00 to her phone call account to be able to call whoever she wanted and it has been 3 days and the money has not been credited to her to use. I try to call and twice have been on hold. Once for 35 min and the next day for 50 min and no one answers. I can't get a hold of anyone. The last time this happened to me was a couple months ago when my brother was in there, Unexpectedly smart jail mail changed their procedures and wouldn't let me change the billing address per credit or debit card I was using. So since it was an old address I couldn't fund the account for atleast a month. When I called to get that fixed I couldn't get through either. They respong with in a day or 2 to emails but hardly answer their customer support telephone lines. I didn't feel comfortable using email to fix the problem. Every single statement of one conversation turns into an email that takes hours to days to return on. Not cool. I know they are making a big profit in this line of business. Dont turn this into profiting on peoples misfortunes and misery. Please conduct yourself in fair business. True business.

  Business Response

  Date: 09/12/2023

  Hello *******, 

  We apologize for the long wait times in our call center, we are diligently working on hiring and training more staff to alleviate the wait time. 

  As for the pin debit deposit made on 9/9/23 in the amount of $25.00 for *******************************,  this was completed under order# 14886302  and was desposited into her account on 09/09/2023 22:11, her records show that she has been making phone calls using these funds. 

  If there is anything further we can assist with please feel free to reach out directly to me. 

  ***********************

  ************************************************************************* 

  Customer Care Director

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have emailed smart communication because my visit was glitches and ended 3 min into it and I paid for a full visit also they keep making me re verify myself because my id and address don't match because I had to change my address to use a different ******** can't re update it so I can't talked to my loved one this is crazy 2 tickets in and on call 2 first one over 30 min of hold then hung up not answered holding again then hung up on

  Business Response

  Date: 09/01/2023

  Hello, 

  After reviewing the account, I see that Gionna spoke to one of our call center representatives on 8/30/23 at  4:49pm ET, the representative credited back the credits from the failed visitation on 8/29/23.   We were also able to locate that the user account verfiication has been approved and the address matches the address on the ticket submitted.  Both tickets have been responded to.   

  Thank you

  Dawn 

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put money on an account for a family member and then they were abruptly moved to a facility with a different communications provider. I submitted a request for a refund to Smart Communications several weeks ago, received a confirmation email with a ticket number and never heard back. Calling in only results in being on hold forever with no one picking up. Awful, predatory company. I would think twice before giving them any of your money.

  Business Response

  Date: 08/31/2023

  Hello, we have located and responded to the request in our system and her refund has been completed.  

  Thank you

  **** R

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using smartjailmail since April I have given them close to if not $300 to have communication with my loved one. I was unable to get inti my account I created another one after multiple attempts to upload identification it finally went through. Then I bought credits and my husband disappeared from my contacts. I tried to add him AGAIN. and it said that I may not send a request to him. I called the jail and they do not know why it's saying that. I just read an article about how smartjailmail tracks ppl using the service on the outside and has access to all data and can read every thing that said on the messages . Why can't I get a reply back from multiple times I submitted emails to support? I've called and waited for someone to answer for over an hour each time. Bbb should shut them down how r u going to take my money and block me from using the credits.

  Business Response

  Date: 08/28/2023

  After reviewing the account for ********************* the following message appears on the account "Member cancelled their account on 06/28/2023 at 7:45 PM. The stated reason was: "No longer want to communicate with incarcerated individuals".  Once the account was cancelled it disconnected from the inmate.   We will reach out directly to ************ to determine if she would like us to re-enable her account. 

  Thank you
  

  Dawn 

  
  

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  have been trying to contact Smart Communications due to an account creation issue that has prevented me from communicating with my loved one. I am unable to create the account due to multiple issues. I have emailed using the support box on their website and have received no response. I called and was on hold for over a hour only to have it disconnected o their end

  Business Response

  Date: 08/28/2023

  We have been able to contact ****** and her account has been approved and is able to use the services. 

  Customer Answer

  Date: 08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a request through the contact us link on smart communications, I received a ticket number on 8/18/23 ticket #******, it is now 8/23/23 and Ive yet to have this issue resolved. Ive called customer service SEVERAL times and Im on hold for OVER 45 mins each time! No one picks up, and no one is responding to any emails followed with my ticket number! I can not remotely visit with my love one! My application was approved with the facility hes in however its not giving me that option to schedule a visit. The facility directs me to call smart communications but how can I get this taken care of its theres no real humans actually working! We put money on our accounts for both ourselves and our loved ones we should have our problems resolved in a timely manner when an issue surface. I need help! I need to visit with my loved one immediately.

  Business Response

  Date: 08/23/2023

  Good Afternoon,

  Ticket 706369 has been located in the system and further communications will be addressed via this support ticket.

  Best Regards,

  Smart Communications 
  Customer ****************** Team

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For two weeks I have been trying to contact Smart Communications due to an account creation issue that has prevented me from communicating with my loved one. I am unable to create the account due to multiple issues. I have emailed using the support box on their website and have received no response. I have called MULTIPLE times and stayed on hold for over 30 minutes each time with nobody ever picking up. This company has horrible customer service and presents false information regarding their communications services and tech support.

  Business Response

  Date: 08/17/2023

  Good Afternoon,

  I was not able to locate any tickets submitted via the "Contact Us" form found at smartjailmail.com matching your name and/or email address except for ticket 705576 that was submitted yesterday, 8/16. I also was able to locate a new pending account for you that was created today at 1:28 pm EST - your verification submission for this account was still pending as it was just submitted less than an hour ago. I have approved your verification submission and also responded to your ticket. Thank you. Have a great day.

  Kindest ******************************************************************************* Team

  Customer Answer

  Date: 08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  It has inaccurate details, however, the issue has since been resolved,.  I might note that it was ONLY resolved after I contacted the BBB. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/02/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received multiple emails from Smart Communications with the following:We have received your SMS Connectivity concern, and will get back to you within 120 Hours. You will receive an SMS and e-mail notifications to update you on the status of your concern. Your case ID number is ******************************************************************, Inc.Please do not reply to this email. Mail sent to this address cannot be answered.I have NEVER contacted them about porting over my phone number. There is no contact information listed on the email.

  Business Response

  Date: 05/02/2023

  Hello *****, 

  Based on the information you provided, it doesn't seem that the the emails you are receiving are coming from Smart Communications Holdings located in ********, **.   We provide inmate communications for different facilities throughout the ** and our email address domain is smartcommunications.**.    If the emails you are receiving are not coming from that domain they could be coming from the company Smart Communications **** located in *************** which is no assocation with our company.   Based on my knowledge that company provides telecommunications and digital services products. 

  Thank you, 

  **** R

  Smart Communications

  Customer Answer

  Date: 05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company filed 2 fraudulent charges on my debit card. I have never dealt with them. I have no idea what they even do. I tried calling their phone number that was attached to the charge and instantly the number gave me a busy tone. I tried calling back 8 times. I never spoke to a person. This company is either fraudulent or they are allowing "inmates" to use fraudulent payment methods without verification. I filed a dispute with my bank about this since I cannot contact the company directly.

  Business Response

  Date: 03/15/2023

  Please contact our 24/7 customer care team at ************************************ or our toll-free 24/7 support line at **************. We can not control someone else who took your credit card any more than you bank can control it. All of our credit card processing is done by an independent merchant processor and has nothing to do with Smart Communications. In order for someone to use your card and successfully make a transaction on our website they must provide your complete billing information for it to be authenticated.  

  The proper course of action would be to cancel your card with your bank and work with your bank to get a refund for charges made without your authorization. Also be sure to check closely with close family members, spouses, kids, grandkids as in most cases it was the close family members using the card without the card holders knowledge. We will seek to press charges on the person who stole from Smart Communications by using our services with a stolen card when the charges are reversed. 

  Inmates do not have access to make credit card payments as they have no access to the open internet. Only members of the public can make purchases on our website. 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19600875
  
  I am rejecting this response because: ************ is entirely fraudulent. Their "customer service" number rings and rings. Nobody answers. I called countless times and most of the time there was a busy tone. They are unprofessional and rely on scare tactics to trick people into providing bank information to further their scamming. They need to take RESPONSIBILITY for charges made by THEIR company. Nobody I know has taken my card information. This is absurd. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/21/2023

  Good Afternoon,

  While I certainly understand your frustration, I can assure you that our company is not a fraudulent company and by no means do we set out to intimidate or scam any parties involved. Our company exists to help family and friends to incarcerated individuals communicate while they are apart. While I understand that you are certain your information was not stolen by someone known to you, it was provided as a recommendation because we have experienced this quite commonly in the past when dealing with charge disputes.

  After reviewing the rejection of this complaint's resolution, I took the initiative to run a name search for transactions completed since I did not have any card information to research. We were able to turn up the two transactions in question. While due to privacy concerns we cannot release the name of the party responsible, we can advise that the charges were made by a party communicating with inmates in the Oakland *********************** in ********. If you wish to pursue charges against this person for theft, this information may serve as helpful to you when dealing with more than one jurisdiction assuming that you are not in the same county and/or state as this person. We have also disabled this user's account in an attempt to prevent any further fraudulent activity and will monitor to ensure they do not continue their activity by setting up a new account. 

  If you would like to speak to a member of management, you may call either of our customer service lines. One was provided to you of ************ and the other is ************. While a customer service representative will be the party answering the line, you may request to speak with either *********************** or myself. We are happy to help you in any way that we possibly can. 

  Best Regards,
  *********************************
  Smart Communications Management 

  Customer Answer

  Date: 03/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've never heard of this business yet it's trying to collect money from my debit card. Luckily my card denies it access. Just want this business to stop trying to collect from me. Thank you.

  Business Response

  Date: 03/15/2023

  In regards to the charges attempted on your credit/debit card, we are not a company that receives or shares 3rd party information nor do we have any billable services that would prompt recurring charges. If you were notified of attempted charges with our company on your credit/debit card, this was an attempt to make a direct purchase by a customer using our website versus a direct action by Smart Communications staff. If you believe these charges to be fraudulent and/or feel that your credit/debit card information has been compromised, we do recommend speaking with your bank in regards to your options available to you (card replacement, etc). Thank you. Have a great day.

   

  Best Regards,

  Smart Communications
  Customer ****************** Team