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:03/22/2025

  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.

  I recently started receiving child support and opted for the payment card in order to make the process of receiving payments simple or so I thought. I requested the card back in February via the State of Texas Child Support process. Roughly 2 weeks pass and no card so I call this company and they inform me the card was printed on 3/4/25 and I should receive it between March *****. I Call on March 17th because I haven't received the card then I was told oh now the 18th. Now here we are today 3/22/25 still no card and my child needs things. The balance on the card is over $2700 and right now I am just got off hold and the agent is on the line and in the middle of this complaint and just advised me I can not speak toa supervisor because it is a saturday but I can call back on Monday. My child needs things his child care has to be paid for and I have yet to be offered a reasonable solution to my problem. A previous agent advised me she would be able to activate the card temporarily if I needed access to the funds for a short amount of time now theres no solution. Now they did advise me that they are sending a card express and waiving fees as if they are doing me a favor. As a company customer service should be a lot better I don't know why you have customer service if they offer nothing to customers. I want to be clear I have multiple bank accounts I can use this was not for me to rely on it was for my child. Now I have some delinquent expenses on behalf of my child due to not being able to access the funds. Also ***** on hold the agent just random Dates of calls I made to this company are as follows: 3/17/25 I sapoke. with a christian who advised me there could be a 2 hour activation and that was false and now the supervisor is not helpful.

  

  Business Response

  Date: 03/27/2025

  First,wed like to take a moment to welcome you to the smiONE family! We deeply regret getting off to such a rough start and we hope you will allow us a chance to earn back your trust. Weve been trying to contact you to discuss your concerns,but we have been unable to reach you at the phone number on file.
  

  Our records show you were recently enrolled as a smiONE customer on March 3, 2025. A new card was shipped to the address provided by the State during enrollment and was expected to arrive between March 13, 2025- March 17, 2025. When you contacted **************** on March 17, 2025, for an update on your new card,the agent provided you with the expected delivery date. Seeing as it was the last day of the expected delivery window, the agent offered to put in a new card order with express shipping; however, you elected to allow an additional day for the delivery. Not realizing you were a new customer and not just waiting on a replacement card, the agent informed you of the possibility of a courtesy activation which would grant you limited access to the funds in the event the new card was not delivered on time and had to be reordered. Unfortunately, as a new customer, this is not an available option as you have never had an active smiONE card in the past. We sincerely apologize for the confusion and any inconvenience this may have caused you and your family. Feedback will be provided to the agent in the hope of preventing a similar situation from occurring in the future.
  

  Your new smiONE card is now expected to arrive between March 27, 2025- March 31, 2025, via ***. In the meantime, if you have any other questions or would like to discuss your concerns in greater detail, please dont hesitate to reach out. Our agents are here to help 24 hours a day at **************. You can also write to us at P.O. ******************************, or visit our website at ******************************.
  

  We look forward to serving you better in the future!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:03/15/2025

  Type:Sales and Advertising 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 Identity was stolen on my new child support card before it even reached my home and they will not help me unlock the account or secure my information. I had to call them twice with no resolution to my issue. They were very rude and un caring I felt I couldnt keep the card because of safety precautions. They would not let me order a new card and now I cant receive my monthly payments at all.

  

  Business Response

  Date: 03/18/2025

  We genuinely appreciate you bringing this matter to our attention. We understand this situation may have been distressing, and we sincerely apologize for any inconvenience it has caused. We would like to provide you with some additional information that we hope will put your mind at ease.
  

  Protecting our customers is one of our highest priorities here at smiONE. On March 14, 2025, we received a call concerning a recent online account registration. During the caller verification portion of the call, the information provided did not match your card account profile. At that time, the account was temporarily restricted and identifying documentation was requested to address these security concerns. Our records show that we have not yet received the documentation requested to verify the identity of the person we are interacting with and have therefore been unable to successfully resolve the security concerns.
  

  For assistance with a secure way to submit the requested documentation and verify your identity, please give us a call at your earliest convenience. Our **************** team is 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:03/02/2025

  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.

  I have several charges on my card, filed a complaint and canceled my card. The company was supposed to get back to me within 48 hours with an email for a written statement. The email was never received and had to call smiONE customer service twice. I was advised to email dispute department a written statement while I was on the phone with customer service.However, a letter was sent to my home address with a final determination that no errors were found, no funds will be credited. A written statement form dated the same date as the determination ********* doesn't feel like an investigation was done, and they failed to protect my account.

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing this to our attention! After learning about your concerns regarding your recent dispute, we took another look at the claim and reached out to you directly with additional information.
  

  During our review, we found sufficient grounds to overturn the previous ruling. Final credits were posted to your card account balance on March 6, 2025. These funds are available for your immediate use. Please accept our apology for any inconvenience this matter may have caused you and your family.
  

  If we can be of any further assistance, please dont hesitate to contact us. Our **************** team is here for you 24/7 at **************.You can also write to us at P.O. ****************************** or visit our website at ******************************.
  

  We look forward to hearing from you again.
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:02/26/2025

  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.

  Reported card stolen Friday morning. Was told $20 to get replaced with rush delivery. They then said they make their own cards and only ship them out on Wednesdays. So I have to wait 5 days before they even start to handle the request. They will provide a tracking number Thursday if I call them back. For $20... No different than standard handling, no one would rush anything at all but they absolutely took the $20

  

  Business Response

  Date: 02/28/2025

  Wed like to offer our apology for the confusion regarding new smiONE card orders. We hope that you will allow us a chance to ease your concerns and clarify.
  

  Card shipments are not held until a specific day of the week but rather ship within a specific time-period once the orders are placed. This is because card creation may take 1-2 business days prior to shipping. As you mentioned,you contacted us on a Friday, February 21, 2025, to report your smiONE card stolen. You had questions regarding the shipping time frame and our agent informed you of the available options, associated time frames and any applicable fees. At your request, the new card order was upgraded to express shipping via ***, which may take up to 3-5 business days including the production time. With this in mind, your new card was expected to arrive between February 27, 2025- March 3, 2025.
  

  UPS tracking shows that your new smiONE card was delivered on February 27, 2025. When you are ready to activate your new card, please give us a call at your convenience. Our **************** team is here to help you 24 hours a day at **************. You can also reach us online at ****************************** or by mail at P.O. *******************************
  

  Please dont hesitate to contact us!
  

  Kind regards,
  

  The smiONE Team

• Initial Complaint

  Date:02/14/2025

  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.

  Never received my Ohio child support card from ****** from ***** jamee ****** his daughter is shandon ***** ******* born ********** for $3000 is the support amount due..

  

  Business Response

  Date: 02/20/2025

  We truly appreciate your feedback! Weve reviewed your account activity, and our Customer Relations Coordinator has been trying to contact you to offer additional assistance and share some information with you. Unfortunately, we have not been able to reach you.
  
  If we can answer any other questions about your smiONE card account, our agents are here for you 24 hours a day at **************. You can also write to us at P.O. ******************************
  

  We look forward to hearing from you!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:02/07/2025

  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.

  They Locked my car because I logged in on my account to change my number and now they wont allow me to use my money! These mother******* told me Friday it will be unlocked and now Im being told I have to wait until Monday since fraud department isnt doing their dam**** Job!! Im literally a single mom and that was my kids way of fuc***** eating and they dont give two fuc**** about you or your kids!!!! I will be calling to see if I can get my services switched to someone else since they cant do what their suppose to do!

  

  Business Response

  Date: 02/13/2025

  We truly appreciate your feedback! Please accept our sincere apology for the experience you described after attempting to update your phone number. Our Customer Relations Coordinator has been trying to contact you to offer additional assistance and share some information with you. Unfortunately, we have not been able to reach you.
  

  Our website uses advanced security enhancements designed to stop fraudulent website and mobile account enrollment. One of the ways this works is by validating key information during enrollment or when specific information on file is updated. On February 4, 2025, you sent us an email requesting to update your phone number. The following day, the phone number was updated;however, the new number could not be validated, and additional verification was needed. At that time, ID verification was requested to ensure that we were only interacting with our customer before the security alert could be manually overridden.
  

  While these measures are in place to protect our customers, we understand that the process can sometimes be frustrating. We apologize for any hardship this situation has caused. If we can be of any further assistance, please dont hesitate to contact us. Our agents are here to help 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

• Initial Complaint

  Date:02/01/2025

  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 01/24/25 I called stating I didnt believe my balance was correct but as Im a mom taking care of a disabled child and a toddler along with working I may have got confused. The employee assured me more than once that this balance was correct! I made it a point to state that I did not want to spend this money if it in fact was not correct and Id have to pay it back. She again assured me that would not happen. I withdrew the money on 01/27/25. Not until 02/01/25 I received a text message stating my balance was -$557.61. I immediately called and explained everything. I was told that they unfortunately gave me incorrect information on their end but Ill be responsible for fixing my account and paying back the $557.61 that they assured me on 01/24/25 that this would not happen. They then said it was the fault of my other bank that on 01/15/25 my other bank withdrew the money from smione but put it back. I spoke to my other bank and they said that is false and it was absolutely cleared on their end on 01/15/25. So there is no accountability being taken here. I tried to clear this up and was assured everything was correct and that I would not have to pay this money back because it was in fact correct and I miscalculated and then 2 weeks later Im told to pay for their mistake. On 02/01/25 after being on the phone for an hour I was told a supervisor would call me back as soon as she got off another call. No one called me back. This is extremely unprofessional all the way around. It has caused tremendous stress. I used the funds to buy my handicap son a more accessible bed thinking I had extra money this month because I was assured I did. But now I have to figure out how to pay it back. This is absolutely wrong. My account balance needs to be restored to what it was as this -$557.61 was not my fault or negligence but that of Smione.

  

  Business Response

  Date: 02/06/2025

  Thank you for bringing this matter to our attention. We truly appreciate every opportunity to improve our services and provide a better experience for our cardholders.
  

  After carefully reviewing your card account, wed like to share what we found. As outlined in the smiONE Cardholder Agreement,each time you use your smiONE card, you authorize us to deduct the transaction amount and any applicable fees from your available balance. According to our records, you successfully initiated a cash withdrawal on January 15, 2025.However, the transaction was not finalized by the merchant, and the pending authorization expired. As a result, the funds were returned to your available card balance on January 23, 2025.
  

  The following day, you contacted **************** to confirm your balance. During the call, you mentioned that you believed the funds had already been withdrawn but were unsure. Although the available balance was provided to you accurately, our agent should have taken the additional step to review recent account activity to clarify the situation. We sincerely apologize for this oversight.
  

  On February 4, 2025, a smiONE Supervisor reached out to address your concerns directly. To prevent similar situations in the future, we are providing additional training to the agent involved.
  

  We deeply regret the stress and frustration this situation has caused you and your family. If you have any further questions or would like to discuss your concerns in greater detail, please dont hesitate to reach out.Our **************** team is available 24/7 at **************. You can also write to us at P.O. ******************************, or visit our website at ******************************.
  

  We look forward to serving you better in the future!
  

  Respectfully,
  

  The smiONE Team

• Initial Complaint

  Date:01/30/2025

  Type:Customer Service 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 am a single mom who is being denied access to court ordered child support and alimony payments by SmiOne who has locked the card that my payments get loaded onto. I spent an hour on the phone with them and the issue is still not resolved. Meanwhile, my electricity is scheduled to be disconnected. I have 2 school aged children. All I want is to be able to transfer the money off of their card and into Cash App (which they said is possible) and then I wish to never do business with them again. I have done the selfie holding the ** song and dance they require and still cant access my funds. I am honestly terrified that I have been scammed out of $2,000.

  

  Business Response

  Date: 02/03/2025

  Your feedback is very important to us, and we truly appreciate you taking the time to share your recent experience with smiONE. We want to ensure you feel supported, which is why we attempted to reach you at the phone number on file to offer additional assistance. Unfortunately, we werent able to connect with you.
  

  At smiONE, protecting our customers is one of our highest priorities. In 2024, smiONE launched a new security enhancement designed to prevent fraudulent website and mobile account enrollment. According to our records, you attempted to complete enrollment on January 29, 2025, but due to mismatched information,the account failed verification and triggered a security response, prompting us to request ID verification. This process was completed on January 31, 2025, and your smiONE card was unblocked.
  

  We understand how frustrating this may have been, and we sincerely regret any inconvenience or hardship this caused you and your family.Our goal is always to provide a safe and seamless experience for our customers.If theres anything else we can do to assist you, please dont hesitate to reach out. Our agents are available 24/7 at **************. You can also visit our website at ****************************** or write to us at P.O. *******************************
  

  Sincerely,
  

  The smiONE Team

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22880276
  
  I am rejecting this response because:
  $2,000 was withdrawn from my ex husbands bank account for child support and sent from DHHR to SmiONE. I have confirmed this with **** as well as my ex husbands payroll department. SmiONE claims to have only received $1000. I want to know where the other $1000 is. I will be filling a complaint with my states attorney generals office tomorrow morning and plan for n taking legal action.
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 02/07/2025

  Thank you for your patience while we looked deeper into this matter.
  

  smiONE posts payments as they are received from the ****************************************************** and from the ************************************. We have been communicating with the State regarding the remaining payment you described but we would need more information to further assist you. During the first 30 days of enrollment, it is not uncommon to receive the first payment in the form of a paper check mailed to the address on file with the State. The best source of information for case-related inquiries,including payment details, is directly with your State Agency.
  

  If you have any other questions or concerns about your smiONE Card Account, please give us a call at your convenience.
  

  Respectfully,
  

  The smiONE Team

• Initial Complaint

  Date:01/14/2025

  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.

  We have been waiting for he funds that we are owed from child support and you froze our card for NO reason other than your stupid app couldnt find my phone number! My three year old deserves a lot better than your company is providing!I have contacted by the attorney gener All and the bbb because all I did was activate my card and you froze the funds we desperately needed to keep a roof over heads!

  

  Business Response

  Date: 01/17/2025

  We sincerely apologize for any inconvenience or hardship we may have caused. Weve attempted to reach you at the phone number on file to assist you further but havent been able to connect with you.
  

  Recently, we introduced a security enhancement designed to prevent fraudulent website and mobile account enrollments. On January 14, 2025,you attempted to complete registration using new, unvalidated information. To ensure we were interacting only with our customer, a temporary block was placed on the account, and ID verification was requested.
  

  When you contacted ***************** our agent provided you with a secure form to complete the verification process. According to our records, your documentation was received and approved on January 15, 2025. At that point, all fraud concerns were resolved, and your card account was reactivated immediately.
  

  We hope you understand that these measures are in place to uphold the highest security standards for our customers. If you have any questions about your smiONE card account or need assistance with the enrollment process, please dont hesitate to contact us. Our team is available 24/7 at **************. You can also visit our website at ****************************** or write to us at P.O. *******************************
  

  We look forward to hearing from you.
  

  Sincerely,
  

  The smiONE Team

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22811952
  
  I am rejecting this response because: your agent that I spoke with did not provide a form, they gave me a non working email address to send a selfie and my ID To.

  i sent an email to the Texas attorney General and Bancorp and they forwarded it to SMIONE to get my account unlocked , so your response is  a complete lie.

  your agent did not, your resolution specialist did not care and were incredibly rude and provide the wrong email address, most likely, intentionally.

  The information that was flagged by your app was the phone number. And how was it invalidated if it is the exact same phone number that the Texas Child support office gave you when sending my information over??

  I changed my payments to be direct deposited into my actual bank account so that I NEVER have to bother with this dishonest company again and I will be filing a small claims lawsuit here in ****** 

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

  

  Business Response

  Date: 01/23/2025

  Thank you so much for providing additional feedback and giving us the opportunity to improve our services. While maintaining the highest security standards is a top priority, we also strive to create a seamless and exceptional experience for our customers.
  

  As part of our investigation into the concerns you raised, the recent calls were reviewed, and wed like to share some additional insights with you.
  

  Prior to your initial call on January 9, 2025, we did not have a phone number on file for your account. On January 14, 2025, you reached out to **************** regarding pending deposits. During that call, our agent asked if you had recently attempted online enrollment, and you confirmed that you had, but encountered an error related to verifying your phone number. To address this issue and validate your recently updated phone number, we first needed to ensure we were interacting with our true customer. As part of this process,ID verification was requested.
  

  After confirming your email address, our agent sent two secure form links to allow you to safely submit your documents. Unfortunately,you encountered the same error message with both links, and we sincerely regret the frustration this caused. As an alternative, you were provided with the email address for the smiONE Fraud Team to submit your documents. We received your documentation via email, and it was approved during a follow-up call with **************** on January 15, 2025.
  

  Please know that these processes are designed to protect our customers, and we deeply regret the inconvenience they have caused you. We are committed to continually improving our procedures and ensuring they work as smoothly as possible.
  

  Thank you again for your patience and understanding. If there is anything further we can do to assist you, please dont hesitate to reach out.
  

  Respectfully,
  

  The smiONE Team

• Initial Complaint

  Date:01/06/2025

  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.

  This is a case of fraudulent activity on my account that has led to a complicated process of verifying my identity. I was recently released from the hospital, I noticed some odd charges on my account. I contacted the card issuer immediately, and I was told that I needed to send in a selfie and my identification via a link they would text to me in order to prove my identity. I was told they locked the account on November 7th due to a charge out of my state. I asked for the policy on this verification, originally I was told that this wasn't policy, it was allowed by the PATRIOT Act. The only section in the PATRIOT Act that could pertain to this would be section 326, however, it directs the Secretary to issue regulations prescribing minimum standards for financial institutions regarding customer identity in connection with the opening of accounts. This account has been currently open for at least 7 years, this should not apply to me or this account. I have asked for this in writing and I was told no, I then asked for another supervisor, who told the *** that there was nothing that can be done until I provide a selfie and ID ( I was not included on this portion of the call), I do not currently have an ID and I asked for alternative methods of confirming my identity, I was told there wasn't any. When I asked for the supervisor's response in writing I was told that I couldn't get that either. Ironically, I asked to be transferred to the fraud ***** I was told that I couldn't be transferred to that **** but that she could send them a message, when I asked how the fraud department will contact me, I was told via telephone. I explained that the number on file is not my number which prompted me to call in for fraudulent activity. The *** read my phone number to me but would not take this as a form of idenitification, although SMIOne card supposed to keep records information for the Customers Identification Program (CIP). My number has been the same for 12 years.

  

  Business Response

  Date: 01/09/2025

  We appreciate you bringing this to our attention! smiONE would like to apologize for the inconvenience and frustration you have experienced regarding this matter. We have carefully reviewed your account and have some important information to share with you.
  

  The temporary account restriction and request for identifying documentation was triggered by legitimate fraud concerns and not in relation to the Customer Identification Program outlined in the *** Patriot Act. After nearly six months of no contact from you, the phone number and email address on file were abruptly updated on November 3, 2024. Within minutes, the new phone number responded to a fraud alert, approving a suspicious transaction. On November 7, 2024, our fraud monitoring system detected another high-risk authorization that indicated your card account could be compromised. To ensure account security, a temporary block was placed on the account and identifying documentation was requested to ensure we were only interacting with our customer. You later confirmed that the high-risk authorization was fraudulent, and a dispute was initiated on your behalf. Our records show that we have not yet received the documentation requested to verify the identity of the person we are interacting with and have therefore not been able to successfully resolve the security concerns. For a secure way to submit the requested documentation and verify your identity, please contact **************** at your earliest convenience.

  At your request, a new copy of the smiONE Cardholder Agreement is being mailed to the address on file. For more information on this topic, please refer to the section titled Loading and Using the Card. Please dont hesitate to contact us if you have any other questions about your smiONE card account. Our **************** agents are here to help 24 hours a day at **************. You can also write to us at P.O. ****************************** or visit our website at ******************************.
  

  We appreciate your business!
  

  Respectfully,
  

  The smiONE Team