Complaints

This profile includes complaints for SMI Card Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SMI Card Services, LLC

  PO Box 2489 Carrollton, GA 30112-0046

  
• 

  SMI Card Services, LLC

  PO Box 33440 San Antonio, TX 78265

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:05/22/2023

  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.

  This company is a JOKE, i had been tying to get my card on the mail for the past month and trying to speak to somebody who can resolve the problem and no one is able to help, i paid a week ago again to expedite the card because i NEED MY MONEY CHILD SUPPORT TO BUY MY CHILD MEDICATION WHICH WE DEPENDS ON THAT AND TO*** IS THE *** THAT I CANT STILL HAVE MY CARD. PLEASE DEPARTMENT OF DIBURSEMENT DO NOT KEEP USING THIS COMPANY IS THE ****** BE AWARE OF SCAMMERS LIKE THIS COMPANY. NEVER AGAIN. I ALREADY TOLD MY FRIENDS WHO ALSO HAVE PROBLEMS WITH THE COMPANY AND EVERYONE I KNOW TO BE CAREFUL, SO SAD BECAUSE I HAD BEEN USING THIS COMPANY FOR MORE THEN 10 YEARS BUT POOR CUSTOMER ******************** WHEN IS ME THAT I AM GIVING MY MONEY TO THIS PREPAID BAD CARD.

  

  Business Response

  Date: 05/26/2023

  We appreciate you taking the time to share your recent experience with smiONE. We reviewed your concerns regarding the delivery of a new smiONE card.

  Our records show that you reported your smiONE card lost on May 2, 2023. The card was sent standard mail to the shipping address on file. On May 17, 2023, you informed smiONE that you have not received your new Platinum smiONE **** Prepaid Debit Card. The shipping address was updated, and a new card order was placed via express shipping, at no cost to you. This card was activated on May 23, 2023. We connected with you the following day to confirm delivery and activation.

  If you have additional questions about your smiONE card account or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************. You can also write to ** at P.O.Box ****, **********, ** 30112.

  We look forward to serving you in the future!

  Sincerely,

  The smiONE Team

• Initial Complaint

  Date:05/22/2023

  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.

  Hairdresser used my card on file wo my permission in march.She overprocessed my unprocessed hair, I lost half my hair. I paid for hilights that aren't visible, and toner too dark. They didn't give me chance to submit and hadn't had a picture - they wouldn't dispute!!Plus they wouldn't tell me why my ****** egitimate online charges didn't go through

  

  Business Response

  Date: 05/25/2023

  Thank you for sharing your recent experience with smiONE. We looked into your concerns regarding a recent dispute and have some information to share with you.

  
  Our records show that you alerted the smiONE Dispute Team of numerous issues with the services you requested from the merchant. A dispute was initiated on your behalf on April 7, 2023, for the services not as described. The dispute finalized on May 11, 2023 and you were notified of our findings via email the same day.

  
  We've been trying to reach you to help you with your dispute claim and to answer any questions you may have. If you have any more questions about the final resolution, please don't hesitate to contact the smiONE Dispute Team. We're here to help you Monday through Friday from 7:00 AM to 7:00 PM CST/8:00 AM to 8:00 PM EST.

  
  If you have additional questions about your smiONE card account or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************. You can also write to ** at P.O.Box ****, **********, ** 30112.

  
  Sincerely,

  
  The smiONE Team

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20088537
  
  I am rejecting this response because: 

   

  NO SMI DIDNT CONTACT ME, THEY JUST HUNG UP, it was also fraudulent use of my card,

  AND WHERE ARE MY 450 CHILD SUPPORT THEY KEPT

  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/16/2023

  We have attempted additional contact with you to discuss your concerns. Unfortunately, our agent has been unable to connect with you.

  Based on the information you provided in the initial conversation with our Dispute Agent on April 7, 2023, the dispute was filed as services not as described. Upon receiving additional communication from you, the dispute type was updated to unauthorized. During our investigation, the merchant provided compelling documentation to support our final ruling. If you would like to request a copy of the investigation documents, please don't hesitate to contact the smiONE Dispute Team. We're here to help you Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST. 

  smiONE posts child support payments as we receive them from your state child support agency by 8:00 AM EST, Monday through Friday. If you have case related questions regarding your payment schedule, please contact your local child support agency by calling **************.

  If you have additional questions about your smiONE card account or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************. You can also write to ** at P.O.Box ****, **********, ** 30112.

  Sincerely,

  The smiONE Team

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20088537
  
  I am rejecting this response because:
  There is no documentation about authentication for this transaction.  There was from before,  when she ruined my hair.

  I submitted automatically and clicked what it allows and I spent another 3 emails and call to state whole case..

  money including my stolen 2 months ch support or oig complaints 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/03/2023

  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.

  While I was out of State, burying my father, someone was busy emptying my entire account. I arrived home 4/16/2023 and tested positive for covid. I went to ********* for medicine and found out there was $2.00 left in my account. I was completely locked out of my Account, all of my information was changed so I called SmiOne. I learned the following day that BanCorp experienced a Data Breach. There was an additional $450.00 deposit unaccounted for on the 16th, however, I had to call SmiOne AGAIN because they allowed that amount to be approved AFTER my initial call. I have traced the email to ********************* in ***** **. I called him and was unable to converse because I do not speak Spanish. I was able to trace the thief COMPLETELY in a matter of 24 hours after my initial call to SmiOne.Several calls to SmiOne later, nobody knows anything about a data breach in this company, over $1500.00 was stolen, all transactions were approved (even though out of my State, and excessively large transactions were not flagged at all. The only response from all employees is, You MIGHT receive a provisional credit in 10 days. So what about my medicine? I couldnt afford to purchase it because the thieves stole all but TWO DOLLARS.This is by far the most irresponsible Financial Institution Ive ever seen. My case isnt being investigated as Identity Theft, they are following LOST CARD Protocol, I NEVER LOST my Card, someone stole my IDENTITY from this ************************ who doesnt even take responsibility for GIVING a all of my money to THIEVES

  

  Business Response

  Date: 05/10/2023

  smiONE would like to offer our condolences to you and your family over the loss of your father. We appreciate you taking the time to share your recent experience and we have looked into your concerns regarding the unauthorized activity reported on your card account.

  Our records show that you alerted the smiONE Dispute Team of the unrecognized activity on April 27, 2023. A dispute was initiated for the transactions that had already settled; however, several transactions were still pending and could not be disputed, at that time. After connecting with you again on May 3, 2023, an additional dispute claim was submitted on your behalf for the remaining unauthorized transactions. Both claims are currently in progress. Once we have concluded our investigation, you will be notified of our findings within 3 business days. If you have any questions about your dispute claims, please don't hesitate to reach out to the smiONE Dispute Team. We're here to help you Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.

  If you wish to discuss your concerns in greater detail or have any questions about your smiONE card account, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****,**********, ** 30112.

  We look forward to serving you in the future!

  Sincerely,

  The smiONE Team

• Initial Complaint

  Date:04/13/2023

  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.

  Well my complaint is with smione card.. it seems that everytime I've tried to use the card it's always being declined or flagged so I'm having to call customer service to see what's going on. So within this past month in March I received a deposit and within that month I've gotten about four or five cards sent out to me.. when indeed I know that many cards aren't necessary especially when I'm the only one in control of it and hardly use it. When I do attempt to use it I can't I'm having to call customer service to see what's going on and it's always the same thing. We flag your acct for fraudulent use bcuz it was swiped a lot of times . Umm well it's being swiped many times bcuz it's being declined when it shouldn't be . They go through the whole process of cancelling the card having to wait the 7 to 10 business days or expedited for ***** which comes somewhere between 5 to 7 days. So during that waiting process no funds have been touched or can be touched because there isn't a card to use .Wrong. according to the staff all the transactions on my acct have no error but there is a huge error especially for someone who has no card in their hand to touch their own money.. so it was cancelled on the 13th but has withdraws from an ATM 3 times for the same amount with the exact same hour, min and second for all 3 transactions.. Then again on the 17th for another ATM withdraw plus other stores when my card is cancelled and they said the new one was going to be sent out to me with in a week or so . Even on my bank statements from them I disputed the charges on my acct for incorrect balance because I don't understand how that's possible when you all personally cancelled my card. Then they have the nerve to tell me that my dispute was found with NO ERROR. IM IN SHOCK ..So I asked them to send me the documents that they claimed they had that led up to there decision that my acct has no error. Documents they sent me exactly states on there that my card was cancelled on this day but yet the next day my funds slowly started disappearing.. in one day I had **** dollars taken then two days later another **** at another ATM then in-between those was different retailers.. I have disputed this already 2 times And attempting for a third time but they don't respond back to me anymore.. something isn't right about this whole situation. All they say on the emails are NO ERROR , NO ERROR WELL APPARENTLY THERE IS A HUGE ERROR AND IF YOU CANT SEE IT THEN YOUR ONE OF THE ERRORS..I WAS UNAWARE THAT DIFFERENT TRANSACTIONS CAN ALL HAVE THE EXACT SAME HOUR MIN *** SECOND EVEN AT TWO DIFFERENT PLACES AT ONE TIME..SOMEONE IS TAKING MONEY OUT OR SOMETHING BUT I WANT MY MONEY BACK..OR AT LEAST PROVIDE ME WITH SOMETHING OTHER THEN NO ERROR

  

  Business Response

  Date: 04/20/2023

  Thank you for sharing your experience with smiONE. We reviewed your concerns regarding declined transactions and the outcome of a recent dispute claim, and we have some information to share with you that *** help to alleviate your concerns.

  Our records show that the declines you were experiencing were primarily caused by high-risk factors that indicated possible fraud. smiONE is committed to protecting our customers from fraud and one of the many ways our fraud prevention program does this is by utilizing special algorithms to help us monitor, detect, and prevent fraudulent activity. These measures can be lifted at your request. We apologize for the inconvenience and hope you can understand our efforts to protect your account.

  On March 13, 2023, you contacted smiONE customer service and advised us of unrecognized activity; however, you requested the card remain active until you could retrieve your funds. Our agent assisted you and then replaced your card to the address on file via express shipping. While you were waiting for your new smiONE card, you contacted customer service on March 16, ******* request emergency access to your funds from a previous card still in your possession. As a courtesy, limited temporary access was granted. The new card was activated on March 19, 2023. On March 23, 2023, you informed the smiONE Dispute Team that you did not receive or activate this card. A new card was ordered, and a dispute was initiated on your behalf for multiple unauthorized transactions. If you wish to discuss the outcome of your dispute or the documentation you received, the smiONE Dispute Team is here to assist you Monday- Friday from 7:00 AM- 7:00 PM CST/ 8:00 AM- 8:00 PM EST.

  If you have any questions about your smiONE card account or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****,**********, ** 30112.

  We look forward to serving you in the future!

  Sincerely,

  The smiONE Team

  Customer Answer

  Date: 04/20/2023

  Ok on march 13th I didn't call for unrecognizable transactions I called because I was trying to use my card and yet it was getting declined .. so when I called to the customer service **** they stated that my card has been compromised and I said what again this is a new card that was just issued out on march the 6th becuz I was told the same thing then just like now..yes I did tell the agent to let me with draw funds but as the document shows that it has an ATM withdraw for the same amount three times.. Then u mentioned that I called on the 16th of march to access emergency funding from my acct Nd that u all did a limited courtesy, umm no I was unaware that once a card has been compromised and your bank tells you that your card isn't valid anymore that you can even go back to activate a once compromised card.. so then the fee from the original dispute documents shows that there was an ATM fee but no money withdrawn up till the 17th the next day when u said that u all did a courtesy lift on the 16th.. That doesn't make any sense if u all did a courtesy limited access why would someone be allowed to take money out of my acct on another day that you all didn't approve of? On the 23rd I called to see if I can receive a tracking number bcuz my card hadn't came in yet and u all were charging me an expedited fee and it was going on 11 days.. when I called is the day I found out that I had even more transactions on my acct that I know wasn't me because I had no physical card or any type of card to do the damage that was done to my acct.. It seems that whenever I need my funds they are always locking my card on there end when I'm not even calling them becuz I suspect fraud. They do it all by themselves. I can understand if I called them bcuz I was the one who was suspicious about fraudulent activity on my card but they do it all on there own. So now I am wondering y the do it so much and my money is gone n nowhere to be found bcuz all they are doing is telling me no errors.. they can't even issue out professional credit or anything.. 

  

  Business Response

  Date: 04/26/2023

  smiONE understands this can be a stressful and trying experience. We appreciate your patience while we investigated your concerns.

  We attempted to contact you on April 26, 2023, to offer you further assistance. Unfortunately, our agent was unable to get in touch with you at that time. We believe we have identified the source of the confusion and would like to share some information with you.

  If you wish to discuss your concerns in greater detail or have any questions about your smiONE card account, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****,**********, ** 30112.

  We look forward to serving you in the future!

  Sincerely,

  The smiONE Team

  Customer Answer

  Date: 04/28/2023

  Well they claim that their agents are available 24hrs but for the dispute **** isn't . MOST OF THE **** THE AGENTS THAT ARE AVAILABLE CAN'T REALLY HELP OUT DUE TO IT BE A DISPUTE PROBLEM. THEY CANT SEEM TO GET THE INFORMATION RIGHT . I DON'T SEE HOW THEY WANT TO INSIST ON STATING THAT NO ERROR WAS FOUND.. IM JUST GOING TO HAVE MY ATTORNEY INTERVINE WITH THIS SITUATION because nothing is even being looked at with all the **************** I've sent out.If I may plz have the person or law firm that represents Smione ...

  

  Business Response

  Date: 05/08/2023

  We've been trying to reach you to help you with your dispute claim and answer any questions you may have.

  While investigating the dispute, one of the merchants provided evidence that supported the final resolution. We sent these documents to you via email on April 26, 2023, as you requested.

  If you have any more questions about the final resolution or the documents, please don't hesitate to contact the smiONE Dispute Team. We're here to help you Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.

  Thank you for choosing smiONE. We hope to continue serving you in the future!

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19930454
  
  I am rejecting this response because: they are actually trying to play a role..they sent me a mgs yes but not regarding the whole dispute process n money I'm missing. This has been on going in a dispute since March 23rd and haven't received not even half of my money back that they were responsible for..they sent me a mgs but it was a receipt from Papa ****'s..really yes a receipt is going to have my info if they are using my card don't you think. They keep sending me the same docs stating no error , no error but there is a huge error..even the higher up person stated that the so called card called in from another number that wasn't on my file .I even turned in a police report to smione about six days ago hoping n praying they would give me my money back that they are responsible for instead they are just giving me the run around. They are hiding something and this isn't right. how am I been punished for the banks s**** up . I need my thousand of dollars back. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/16/2023

  We've been trying to reach you to help you with your dispute claim and answer any questions you may have. For security purposes, we are not able to go into full account details on a public platform.
  
  If you would like to discuss the final resolution of your dispute claim or the documents you received, please don't hesitate to contact the smiONE Dispute Team. We're here to help you Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
  
  Sincerely,
  
  The smiONE Team

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19930454
  
  I am rejecting this response because: the email that you all sent me doesn't resolve nor does it or did it return my funds that were withdrawn without my permission..My money was in my acct with your bank and you all were responsible for this money. Now you insist that there isn't no error , that receipts show that it was at my address or matches up with my address and my name but yet you don't seem to realize it's going to have my information on it if it was a card that was belonging to me not anyone else. I mean the statement clearly shows when the card was cancelled and also states that another card will be expedited to customer, so during that time frame I want you all to UNDERSTAND I had no other card in my possession at the time other then the card that you all sad had been compromised and that it was no longer valid other then that I hadn't made an transactions with the acct.. everytime I did so I had to call in to you all becuz it was getting declined wen money was in my acct.. It funny that when there isnt a card In my possession funds are easily taken or being used but when ever I do get a card in my hand it's always decline n I'm always having to call an agent to see what's really going on with my funds..I have followed every protocol by the book n in the book. Even went to make a police report sent it to you all as proof that these transactions weren't made by me nor was I aware of them and still nothing is being done.. it's a lot of money out on the table for me just to give up like this just because u all don't see an error..
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/05/2023

  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.

  Missing child support payments this has been brought to my attention when I found out my information had been breached checking my financial records with child support division. Shows numerous of child support payments made to me but never received .

  

  Business Response

  Date: 04/12/2023

  Thank you for bringing this to our attention. We looked into your concerns regarding missing child support payments and attempted to contact you for additional information.

  Our records show statements were sent to you via email on March 27, 2023, at your request. For security purposes, we need to speak with you directly to discuss your concerns in greater detail.

  If you have questions about the documents you received, please contact the smiONE ************** at your earliest convenience. Our agents are available 24 hours a day at **************. You can also write to ** at P.O.Box ****, **********, ** 30112.

  We look forward to serving you in the future!

  Sincerely,

  The smiONE Team

• Initial Complaint

  Date:01/28/2023

  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 disputed transactions on my card, I was issued a new card, my dispute was denied without valid explanation. On 01/25/2023 another business tried to return money to my card from an earlier purchase, smione blocked the transaction. I called, was told I was that I was wrong (she gave me so much attitude, didnt apologize when she realized she was wrong and that the company was denying my returns, wouldnt send me an email of our conversation nor give a reference number for the conversation. I sent an email 5 days ago to your customer service line, was only got a reply yesterday. Both north face and ******** secret have tried to refund cash, it keeps getting denied.

  

  Business Response

  Date: 02/03/2023

  Thank you for bringing this to our attention. We have looked into your concerns regarding the attempted refunds to your smiONE card.

  On January 25, 2023 and January 30, 2023, one of the merchants you referenced attempted to process refunds to a retired card. Our records show that disputes were initiated on your behalf on January 31, 2023 and are currently in progress. We anticipate final resolution on or before May 1, 2023.You will be notified of the results within 3 business days of the investigation conclusion. We appreciate your patience while we investigate.

  If you have additional questions about your smiONE card account or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************. You can also write to ** at **************************************** 30112.

  We look forward to serving you in the future!

  Sincerely,

  The smiONE Team

• Initial Complaint

  Date:01/27/2023

  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.

  Had fraudulent charges on my card. Sent the dispute email. Called a few days later. The lady asked for my details on why I believe it was fraud, she told me they would investigate. I get an email saying the case was closed, there were no errors, and they will not reimburse me. Meanwhile my normal bank card can tell me the type of gas that was put in. I also only used one gas station that had a reward card and I always use it without fail. That card sends an email receipt, I never received one. I did not use at the store, I did not get gas that day. I got gas 2 days before and 2 days after the date of this transaction. If you call, you are left on eternal hold. There was no investigation. Ive called corporate of this gas station and they are being more proactive then SmiONE has been. If this card wasnt given to be by the child support office, I wouldve canceled my account immediately.

  

  Business Response

  Date: 02/02/2023

  We appreciate you for sharing your recent experience with smiONE. We looked into your concerns about the recent dispute filed on your behalf and have some information to share with you.

  Our records show that we connected with you on February 1,2023 to discuss your concerns and attempted to assist you with filing an appeal. If you would like to pursue an appeal or have other dispute related questions, the smiONE Dispute Team is available to assist you Monday through Friday from 7 a.m. to 7 p.m. CST/ 8 a.m. to 8 p.m. EST.

  If you have additional questions about your smiONE card account or want to discuss your concerns further, our agents are available 24 hours a day at **************. You can also write to ** at **************************************** 30112.

  We look forward to serving you in the future!

  Sincerely,

  The smiONE Team

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18941252
  
  I am rejecting this response because:

  My original call was to dispute the charges. 
  There was no investigation on their part. I did not use this card at this business on this date. I do not use this card there.  The onus should not be on me to prove I didnt go there or use the card there. How am I suppose to prove something like that. There was no explanation given by SmiONE. 
  Sincerely,
  
  Rob F

  

  Business Response

  Date: 02/07/2023

  smiONE understands this can be a trying experience. We apologize for any inconvenience you may have experienced during this time.

  If you would like to discuss the outcome of your dispute claim or available options for further resolution, the smiONE Dispute Team is here to assist you Monday through Friday from 7 a.m. to 7 p.m. CST/ 8 a.m. to 8 p.m. EST.

  If you have questions about your smiONE card account, our agents are available 24 hours a day at **************. You can also write to ** at ***************************************** 30112.

  Sincerely,

  The smiONE Team

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18941252
  
  I am rejecting this response because:
  This is a generic response. I am NOT going to call an 800 number where I have to wait on hold for 30 minutes. I have disputed this several times in several ways. The stall tactics from this company are disheartening. 
  
  Sincerely,
  
  Rob F

• Initial Complaint

  Date:01/19/2023

  Type:Order 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.

  Im here still waiting for my 600 Childsupport I called and no one knows nothing ??!!

  

  Business Response

  Date: 01/26/2023

  Thank you for sharing your recent experience with smiONE.

  We attempted to contact you on January 25, 2023, as you requested. Unfortunately, we could not connect with you, and we have information to share with you that *** answer some of your questions.

  smiONE posts child support payments as we receive them from your state child support agency by 8 a.m. EST, Monday through Friday. If you have case related questions regarding your payment schedule, please contact your local child support agency by calling **************.

  If you have additional questions about your smiONE card account or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****,**********, ** 30112.

  We look forward to serving you in the future!

  Sincerely,

  The smiONE Team

• Initial Complaint

  Date:01/18/2023

  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 had to cancel my card with them and have a replacement sent to me due to unauthorized activity on my card (declined purchases). I got a new card and have not used it anywhere besides a secure atm and the same exact type of transactions are being made on my account without my doing. Their security is poor. Either someone has the same card as me or they have a glitch in the system or have been hacked. I never lost my card or used it at any unsecured places so Im not sure how that happened. Im sure they will just try and give me a new card again but I do not believe the card is the issue here.

  

  Business Response

  Date: 01/25/2023

  Thank you for providing feedback on your recent experience with smiONE. We looked into your concerns regarding unauthorized attempts to use your smiONE card account.

  Our records show that we were able to connect with you on January 18, 2023 and assisted you with your concerns over the phone. The denied transaction alerts you received between January 14, 2023 through January 17,2023, were notifying you of purchases attempted to a retired card. A thorough review of your account activity was performed and found no apparent compromise to your current smiONE card.

  Should you have additional questions about your smiONE card account or want to discuss your concerns further, our agents are available 24 hours a day at **************. You can also write to ** at **************************************** 30112.

  We look forward to serving you in the future!

  Sincerely,

  The smiONE Team

• Initial Complaint

  Date:01/06/2023

  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.

  It started September 6th 2022 with my daughter asking when the new smiONE card would come in since it expired this month in September. I told her it shouldve came in by now so I tried to log into my account to check and there is a verification code thats sent to your phone number typically but thats when the problem started because the phone number under My account had been changed to a phone number we dont know of And thats when I first called smiONE customer service where the representative was able to help sign me in and let me know me that a new card would be sent my way thats all phone call over. Then once I was in my account I saw all the money gone and all the charges made that were not mine multiple charges and withdrawals of over hundreds of dollars. So again I called the customer service, 30 minute wait time, once on the call I asked the representative what was going on in our account and how could it be all of the money stolen. Representative informed me that someone was able to go online and go into my account and make their own account within my account send themselves an additional card with their name on it and change my phone number, email.Since they had changed my phone number I did not realize all the money was being taken out because I would get notifications on how much was spent and left after each use since I wasnt getting any text messages nor was I purchasing anything I did not realize the card was being used so actively taking so much money out almost daily.But the second representative was able to help fix my information double checking making sure she got my name, address, email corrected even security questions changed. We had to go over my correct information multiple times because there was multiple different names, phones numbers and emails they registered into my account.Concerning the dispute i do not spend nor withdraw those large amounts of money nor do I frequent the Richmond/******* area were the location for those charges/withdrawals were being made. The only time I had made a abnormally large purchase was for the down payment for my daughters wedding venue.It Questions in the smiONE company itself to let a security breach like this happen how could one log into a strangers account no questions asked and be allowed to change all of my information to theirs and steal a childs money leaving nothing It is unethical. It is the negligence on the companys part allowing this to happen then Insinuating that I am responsible for the fraudulent activity that I reported to customer service. It is contradictory to approve one dispute and not the others.So I am appealing and would like this to be rectified immediately as I did not authorize any of those charges.

  

  Business Response

  Date: 01/13/2023

  smiONE is committed to protecting our customers from fraud and we appreciate you taking the time to bring this to our attention. We looked into your concerns about the recent dispute filed on your behalf.

  Our records show that your claim was re-opened on January 10, 2023. Fortunately, we were able to connect with you on January 13, 2023,and provided you with an update on your claim. If you have additional questions about your appeal, you can contact the smiONE Dispute Team Monday through Friday from 7 a.m. to 7 p.m. CST/ 8 a.m. to 8 p.m. EST.

  Should you have additional questions about your smiONE card account or want to discuss your concerns further, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****,**********, ** 30112.

  We look forward to serving you in the future!

  Sincerely,

  The smiONE Team