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:04/26/2025

  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 past week has been ridiculous. My husband sent money to my card from our income taxes. They locked my card. Ok no big deal, Ill call and get it unlocked. Called and was told the last name didnt match what they had on file. I had gotten married and changed my last name. Ok cool, what do you need to unlock it? Photo id, drivers license and a document showing the deposit connection. I got the first 2, can you explain what the 3rd one is. A tax return. Ok cool. Sent in the paperwork. Nope it has to show all 4 corners. Ok no problem. Sent that in. No we still cant see it. Ive been on the phone with the agents 4 out of 5 days trying to get this sorted. I was told by email to send in the documents again, but with no link to upload them. Had to call back. Was told they send it but they would send another link. You didnt send it to me, checked my spam and everything. I have spoken to 4 different people at least and theyve contacted their help desk. The only answer Im given is that they cant see the picture. There is a slight, and I mean slight, shadow in the picture from where my arm was blocking the light (trying to take ANOTHER picture in the light. The only thing Im getting back is youre names not the same. And Im just reading the notes. Even the agents are confused. Smi listen to your recorded calls, they are actually confused, and dont know how to help me other than telling me my name is different. The kicker is my maiden name is still on my card, its different in their system. I get you have protocols, but common sense should still be a thing. All I want is direct answers. Ive put in a request to refund the money to my husband which will take another 3-5 days of not having this money. After all the money is out I will be closing the card and using a different institution. Ive had small problems with this card, like not being able to use it at the gas pumps and having to go in, which Ive just dealt with, but Im over it. Do better

  

  Business Response

  Date: 05/01/2025

  We hear your frustration and were truly grateful for your feedback. We have some information to share with you that could potentially alleviate some of your concern.
  

  The deposit you described was in a name that did not match your smiONE card account profile. While this deposit may have started as a joint tax refund, you advised our agents that it was originally deposited to an outside bank account before a portion of the total amount was sent to your smiONE card account by way of ACH deposit. For these reasons, smiONE and our banking partner were required under federal laws and banking regulations to comply with verification standards. These standards include verifying any persons identity that transacts with smiONE and maintaining records of the information used in verifying the persons identity. Unfortunately, compliance with these standards is required even in the event of common name changes due to marriage or divorce.
  

  We were pleased to see that your documents were approved,and your card was successfully unblocked on April 29, 2025. Your patience was greatly appreciated while we worked towards a satisfactory resolution. If we can do anything else to assist you with your smiONE card account, please dont hesitate to give us a call. Our agents are here for you 24 hours a day at **************.You can also write to us at P.O. ****************************** or visit us online at ******************************.
  

  All the best,
  

  The smiONE Team

• Initial Complaint

  Date:04/21/2025

  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.

  My credit card is constantly hacked. The dispute center takes extended periods of time to resolve matters and refund issues. In order to get card there are extensive wait times and constant issues with delivery. My experiences with the customer service representatives are unproductive and unhelpful. I currently have had a dispute in progress for almost 30 days with no update. Please advise on how to move forward.Thank you

  

  Business Response

  Date: 04/24/2025

  Thank you for sharing your feedback with us! We recognize how inconvenient and frustrating it can be navigating through the dispute process,but youre not alone. We are here to support you and have been trying to reach you at the phone number on file to discuss the concerns youve shared with us in greater detail.  
  

  Our records indicate a dispute was initiated on your behalf on March 23, 2025. Under Regulation E, error resolution guidelines allow 45- 90 days to complete an investigation. Once our investigation has concluded, you will be notified of the results within 3 business days. In the meantime, the smiONE Dispute Team is here for you Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST for claim updates and general dispute- related inquiries.
  

  Please dont hesitate to get in touch with us if you have any questions about your smiONE card account or wish to discuss your concerns *********** can call us anytime at **************, write to us at P.O. ***************************** or visit our website at ******************************.
  

  We hope to get a chance to speak with you to learn more.
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:04/14/2025

  Type:Product 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 tried to use the app for this SMI one card I downloaded the app I've had it downloaded before in the past maybe five six years ago or maybe longer than that I've recently started getting child support it had an old phone number on there that I no longer on the phone so I called the place and they said well what's the phone number I am I do not remember the phone number because I've had maybe 10 phones since then and I don't even remember any of those phone numbers except for the baby a couple and I don't remember that phone number so therefore they wouldn't they blocked my card and I cannot use it well they said the only way I can unlock my card is to send them a copy of my driver's license which I did but I didn't understand I had to take a selfie picture of myself holding driver's license so I did that I've been waiting for three or four weeks for them to unlock my child support card how long do I have to wait why isn't it being the address I sent them email email email email I get nothing. Either is send me a new card close this little card give me a new card so I can get my money off my child support card I need my money it's my money last time I checked it's my money owed to me from child Support it's my money and I want it I'm tired of waiting for it I'm tired of calling this company and getting nowhere

  

  Business Response

  Date: 04/22/2025

  smiONE is grateful for your feedback! Our goal is always to provide a safe and seamless experience for our customers. We wanted to take this opportunity to improve our services and attempted to contact you to discuss these concerns further.
  

  While we recognize that recalling old contact information is not always possible, protecting our customers is one of our highest priorities.When you contacted us on April 4, 2025, you provided information during the verification portion of the call that did not match your card account profile. In addition to providing mismatching information, profile updates were also ************ address the security concerns and ensure we were interacting with our customer, the account was temporarily restricted and identifying documentation was requested. Our records show your documentation was approved and the temporary restriction lifted from your card account on April 16, 2025. We understand how frustrating this may have been but hope that you understand our efforts to protect your account. We sincerely regret any inconvenience this may have caused you and your family.
  

  If there is anything else we can do to assist you with your smiONE card, please dont hesitate to reach out to us again. Our agents are available 24/7 at ************** or online at ******************************. You can also write to us at P.O. *******************************
  

  We appreciate your business!
  

  All the best,
  

  The smiONE Team

  Customer Answer

  Date: 04/22/2025

   
  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:04/11/2025

  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.

  On wednesday the 9th I tried to pull my child support so I could pay my electric and they put a block on my card just told unusual activity and it would take 1-2 buissiness days. That it would be unlocked Friday the 11th. I called 4 times because I told my power company I would make the payment on Friday. Everything I called the told me to just give it a little longer until they left for the day and don't work on weekends. So now my powers gonna to get shut off and they are holding my money and won't tell me anything. Just it was flagged for unusual activity. They didn't even ask me about the activity or send me any notification before they blocked it.

  

  Business Response

  Date: 04/15/2025

  smiONE strives to provide an exceptional customer experience while upholding the highest levels of account security. We appreciate you bringing this to our attention and we are committed to improving our services. We attempted to contact you to discuss your concerns in greater detail, but we were unable to reach you at the phone number on file.
  

  Wed like to share some information with you that may alleviate some of your concerns.
  

  On April 9, 2025, the smiONE Fraud Team detected an unusual authorization from an international merchant that was outside of your normal spending pattern. As a precaution, a temporary block was placed on the card and ID verification was requested to ensure we were only interacting with our customer. Your documentation was approved on April 14, 2025. As a courtesy, you were provided with temporary limited access to the account prior to replacing the card.
  

  As a reminder, there are still steps that need to be taken to ensure the security of the account. Please give us a call at your earliest convenience. Our agents are here to help 24/7 at **************.
  

  We look forward to hearing from you!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:04/09/2025

  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've been trying to get my card with my money for weeks. I'm currently without transportation and due to them making it impossible now I'm being evicted. I've sent proof of identity twice now and they still have not even mailed my card.

  

  Business Response

  Date: 04/14/2025

  Thank you for sharing this with us! We thoroughly investigated the identity verification issue you described and have reached out to you directly with an update.
  

  On March 13, 2025, we received a call to **************** regarding a new card order. During the verification process, some of the information provided did not match your smiONE card account profile. This discrepancy raised additional security concerns as the information had been verified correctly earlier the same day. As a precaution, we temporarily restricted the account and requested identifying documentation to ensure we were interacting with our customer. On April 11, 2025, we received the documentation we needed to verify your identity and address the security concerns. At your request, a new card was ordered via express shipping to the address on file. Your new smiONE card is expected to arrive between April 16, 2025, and April 18, 2025.
  

  While safeguarding our customers is one of our top priorities,we deeply regret any inconvenience this may have caused you and your family. As a gesture of goodwill, we have refunded the express shipping fee to your account balance. If youd like to discuss your concerns further, give us a call at your earliest convenience. Our agents are here for you 24 hours a day at **************. You can also visit our website at ****************************** or write to us at P.O. ******************************.
  

  Your feedback is very important to us, and we appreciate your business!
  

  Respectfully,
  

  The smiONE Team

• Initial Complaint

  Date:04/07/2025

  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 was issued a new debit card on March 19th. I called a week later checking on the status of the new debit card, representative stated I should be receiving the card by April 2nd. I called back april 2nd to inform I have not recieved my card representative stated I should recieve it by April 3rd. I called back April 4th to inform them I have not received my new debit card, they where going to mail out another one so i gave them my mailing address as i recieve mail in both address but i live at the address i gave them to send the card to. The representative then said i needed to do a verifier before changing address a link was sent to take picture of myself and ID an error kept occurring. I was sent a link via email with same instructions received another error. Since error occurred representative told me to send an email with a picture of me holding my license near my face for verification. I sent the email and waiting for response. I have child support being deposited into this account I called April 7th requesting an update and to ask if i can pay bills online or any other way to withdraw some money in the mean time representative stated can only use debit card and my account is now locked and funds are not available through any means. I asked the account to be unlocked and to just use the address on file as i need funds for my daughter who has a birthday in 7 days. Representative stated nothing can be done accept wait to see if the verifier worked.

  

  Business Response

  Date: 04/11/2025

  We appreciate you reaching out to us and would like to offer our sincerest apology for any inconvenience this situation may have caused. We were able to determine the root issue and attempted to contact you at the phone number on file.
  

  Our records show the first card referenced in your complaint was expected to arrive between April 1, 2025- April 3, 2025. When you contacted **************** on April 4, 2025, our agent sent you a secure code and attempted to update the address as you requested. Unfortunately, some of the profile information could not be validated, triggering a security alert that required ** verification to confirm we were only interacting with our true customer. We show you completed the ** verification process on April 9, 2025, and a new card was ordered via express shipping. Your new smiONE card should arrive between April 13, 2025- April 15, 2025.
  

  In addition to our apology, a refund has been issued for the express shipping fee. If we can answer any other questions about your smiONE card account, please dont hesitate to contact us. You can call us 24/7 at **************, write to us at P.O. ****************************** or visit our website at ******************************.
  

  We hope your daughter has a very happy birthday!
  

  Best wishes,
  

  The smiONE Team

• Initial Complaint

  Date:04/03/2025

  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.

  On 2/22/25, there was unauthorized activity posted to my account. I immediately requested a new card and filed a dispute. On 3/10/25, I received an email that my dispute was denied so I called to express my dissatisfaction. They sent me an email to send an appeal, which I did on the same day. It stated "Good morning. I don't agree with the results. I have never given my card information to ANYONE. It is not even saved on my phone and I have never lost my phone or had it stolen. I contacted ****** immediately after I saw the charge and they said they don't have a record of my info (confirmation number, email, etc.). They told me to dispute it if it didn't fall off, which I did. I also ordered a new card. Almost $500 is a lot of money to get deducted from my account, especially without even receiving a product. I don't have files to upload because I don't have any tickets. I simply would like my money back. If not please tell me how to close my account because I am not comfortable with large sums leaving my account unauthorized. I've never disputed before and my money doesn't feel protected." On 3/25/25, they emailed me the same response from 3/10/25, which seems like they did not even attempt to look at my dispute or appeal. This was my first time disputing with them and I've been a customer for numerous years. I don't feel like my case was investigated because there is nothing from United saying that I purchased anything from them. As mentioned before, I don't feel like my money is safe or like they handled this thoroughly.

  

  Business Response

  Date: 04/09/2025

  Thank you for sharing your recent experience with the dispute process. We reviewed the claim you described and reached out to you at the phone number on file to offer additional assistance. Unfortunately, we havent been able to connect with you.
  

  During our review, we found sufficient grounds to re-open the claim and pursue recovery through the chargeback process. Provisional credits were posted to your card account balance on April 9, 2025. These funds are available for your immediate use while we continue investigating. Once weve concluded our investigation, we will notify you of the results within 3 business days. For updates and dispute-related questions, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
  

  For any other questions or concerns regarding your smiONE card account, please give us a call at your convenience. We are here to help you 24/7 at **************. You can also get in touch with us by visiting ****************************** or by writing to us at P.O. *******************************
  

  We appreciate your business and look forward to hearing from you again soon!
  

  Warm regards,
  

  The smiONE Team

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23155196
  
  I am rejecting this response because I received the same response as before. There was not a thorough investigation. You cant provide a confirmation number from United (because I DID NOT buy anything). At this point I'd like to just end business with you and close my account. My money is not safe with you.
  
  Sincerely,
  
  Chrischele ********

  

  Business Response

  Date: 04/22/2025

  We hear your frustration and deeply regret the role we played in causing it.
  

  When we first learned of your concerns regarding this dispute,we had the claim reopened to pursue recovery through the chargeback process. During this process, the merchant responded with documentation from the purchase, providing substantial evidence to support the final ruling. If youd like to request a copy of this documentation, please let us know. The smiONE Dispute Team is here to help Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
  

  While we understand why you may choose to close your smiONE card account, we sincerely hope that youll reconsider and allow us a chance to earn back your trust. If you still wish to pursue account closure, please contact your county worker to update your direct deposit information, at your convenience.
  

  Respectfully,
  

  The smiONE Team

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23155196
  
  I am rejecting this response because I have not received documentation. Please send it to me. Regardless, I did not authorize a purchase with United, so I need my money back. 
  
  Sincerely,
  
  Chrischele ********

• Initial Complaint

  Date:04/02/2025

  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.

  SMIONE denied my dispute for fraudulent activities on my card. This is a child support card, and I went 3 months without spending any money, waiting on my son to start AAU. So, to my surprise all the money was spent and I created a dispute with SMIONE.Initially I was advised (AND ITS IN THEIR EMAIL) that a written statement is not needed nor will it shift the determination of the claim. The day I called in about the missing funds, I created a police report. 10 days pass, and I receive an email stating that my dispute was denied. I called and did an appeal, which this time I provided A THROUGH report-- police report, screenshots of all my accounts to show that the payments did not align and they denied my claim ******** now I have to take legal action because I REFUSE to be out of money I KNOW FOR A FACT I did not spend. This is my son's money, and they are using the phrase "transaction history'' to get out of giving me my money back!

  

  Business Response

  Date: 04/08/2025

  smiONE is committed to improving our processes and we appreciate your feedback. While we understand that the dispute process can be a less than desirable experience, the smiONE Dispute Team strives to make the process as smooth and painless as we possibly can.
  

  After reading your concerns regarding this recent dispute,we conducted a comprehensive review of the claim. Unfortunately, we were not able to find this claim in your favor due to compelling evidence discovered during the investigation. For more information about the final ruling or to add new information for consideration, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
  

  If we can answer any other questions about your smiONE card account, please dont hesitate to get in touch with us. Our dedicated **************** team is here to help around the clock. You can call us anytime at **************,write to us at P.O. ****************************** or visit our website at ******************************.
  

  Respectfully,
  

  The smiONE Team

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23150547
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 04/09/2025

  To help us better serve you, could you kindly provide more information on how we may further assist you?

• Initial Complaint

  Date:03/28/2025

  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.

  On 2/26/2025, a fraudulent Amazon charge of $269.49 was made to my state-issued SMI-One child support card and posted on 2/28/2025. I immediately reported the card stolen, requested a new one, and filed a fraud claim. I also froze my credit, changed all account passwords, enabled two-factor authentication, and moved all funds from that account. Despite providing documentation, including evidence of other fraud attempts on different accounts and photos of unauthorized packages received from ******, my claim was denied.The first reason I was given for denial was that I had ordered from ****** before. The second time, I was told it was due to an AVS (address verification system) match. On 3/28, I called again and was told I was denied because I "benefited from the transaction," solely because I'd used Amazon in the past. The denial letter I received didnt clearly state a reason, and Ive only gotten updates from calling repeatedlynot from any official follow-up.I contacted ****** directly and gave them my former account information. They confirmed the transaction did not originate from my ****** account. Due to privacy laws, they couldnt tell me which account it came from. However, they confirmed it was on another customers account. The items sent to my address were not anything I would order. Based on tracking, they came from Amazon warehouses.This is not only about the moneythough $269.49 is a significant loss for me and my childrenits about the principle. Im doing everything I can to resolve this because this situation is unacceptable, and I am not letting it go.

  

  Business Response

  Date: 04/03/2025

  We apologize for the inconvenience and frustration that can often accompany the dispute process. We have looked into the dispute claim you described and have some information to share with you. Weve been trying to contact you at the phone number included with your complaint, but our Customer Relations Coordinator has been unable to reach you. Wed like to share some information with you that may alleviate your concerns. 
  

  For updates and dispute-related questions, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST. We appreciate your patience while we review your claim. 
  

  Please dont hesitate to give us a call if you have any other questions about your smiONE card account or wish to discuss your concerns in greater detail. Our **************** agents are here for you 24 hours a day at **************. You can also visit our website at ****************************** or write to us at P.O. ******************************* 
  

  Sincerely, 
  

  The smiONE Team 

• Initial Complaint

  Date:03/26/2025

  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.

  Hello. This is April I am the parent of child with Autism. I don't have any ***** products not even a phone. I state to you I do not have any apple products or even a phone. Those transactions that was on my account was not made by me at all. I have no acknowledgment of those transactions. I am very upset to see that it was not correct. I pay bills on this card and that's all. I have not purchased anything ***** wise with this card. Who does all those transactions and doesn't find it at fault. I am very upset to see that y'all will be reversing the credit. I do not have any acknowledgment of these transactions. Y'all are taking food out my son's mouth. I need that money to take care of my kid. They said no error. In this people how have my card . They are still taking money out my son's card. Even know I got a different card. They say it was me. No it's not. I got proof.

  

  Business Response

  Date: 03/28/2025

  Thank you for taking the time to share your concerns with us! The smiONE Dispute Team is highly committed to making the dispute process as smooth and convenient as possible, but we understand it can often be a frustrating experience. After learning of your concerns, we launched an in-depth review of the claim you described and contacted you directly to offer additional assistance. Wed like to take a moment to share our findings with you.
  

  On February 21, 2025, a dispute was filed on your behalf for unauthorized activity spanning more than two years. Unfortunately, with the information you provided we were unable to find the claim in your favor due to conclusive evidence found during the investigation. On March 11, 2025, we received your request for an appeal. Once the investigation has concluded, we will notify you of the results within 3 business days. For updates or other dispute-related questions, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
  

  Please dont hesitate to give us a call if you have any other questions about your smiONE card account. Our **************** agents are here for you 24/7 at **************. You can also visit our website at ****************************** or write to us at P.O. ******************************.
  

  We look forward to hearing from you again!
  

  Sincerely,
  

  The smiONE Team

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23119874
  
  I am rejecting this response because: The review was done. No Audit was done or nothing into today. SmiONE called me . 
  If the system  would have did your job in the first place; I wouldn't have to do an appeal for the third time.  
  No alert was sent to my phone. No mail was sent to my phone of any transactions coming to me of being fruad. Smione sent  me a new card with a different debit info.  But my alert icon on my smiONE app is stating transaction from the old card is still coming out from *****. I even look back to see that I have Amazon marketplace on my card too. I don't do all that. If you give me a new card. Why is these transaction still coming out of the old card. Explain.  This is a child support card. Y'all should have fraud protection heavy . 
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 04/03/2025

  We appreciate your additional feedback. If we may, wed like to clarify a couple of things.  
  

  An audit was conducted on the dispute claim you mentioned in your complaint, and based on our findings, we are standing with the final ruling.If you have any new information or additional supporting evidence to add to the claim, please reach out to the smiONE Dispute Team at your earliest convenience.

  Regarding the declined transaction activity, we reviewed the notifications you mentioned. These alerts were for transactions attempted on an old smiONE card, and none of these transactions were debited from your account balance. If you'd like to change your alert preferences, simply visit ******************************. Once logged into your mobile account, select Name > Notification Settings to make your changes.

  If there's anything else we can assist you with, please don't hesitate to give us a call.
  

  Warm regards,
  

  The smiONE Team