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:12/24/2024

  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.

  ******** *** the nigh supervisor lied and said she listened to the recording between me and another worker and said the worker told me to send in my id and a selfie and that isn't true I called in to ask a question and I couldn't remember my old phone number so I told the lady that I would call back she said okay never told me to send anything or where to send it that was Dec 10 ****************************************************************************** account. So today I called in to check my balance cause I should have gotten one and they tell me that I was told to send info in I was not told anything my problem is being lied to two different lady's said they were supervisors then a worker tell me there is only one supervisor over night lie after lie now my card is locked. I see others are having the same problem we need to get with the head of child support and all complain about this card company I have been with them for years and I'm changing I want my money something needs to be done

  

  Business Response

  Date: 01/07/2025

  Thanks for reaching out to smiONE! 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.
  

  Fraud prevention is one of smiONEs highest priorities. When new fraudulent patterns emerge, we take steps to combat them and to protect our customers from financial harm. On December 10, 2024, you contacted **************** and were unable to fully complete account verification. You were informed of a recent change in security protocol concerning profile updates without verification of the previous information first. Because you were unable to verify this information, the card was temporarily blocked, and ID verification was requested to ensure we were interacting with our true customer.
  

  After being notified of your concerns, we conducted an in-depth review of your card account, along with the recent calls made to ****************, reassessing the potential fraud threat. Based on our findings, an alternative solution was implemented on January 6, 2025, and your card was unblocked. We offer a range of free text and email alerts for convenient, on-the-go account monitoring and highly recommend enrolling. You can sign up for these free alerts by visiting our website at ****************************** or by logging into our mobile app.
  

  If you need any assistance with enrollment or wish to discuss your concerns in greater detail, our agents are here for you 24/7 at **************. You can also write to us at P.O. ******************************. We apologize for the inconvenience and hope that you can understand our efforts to safeguard your account.
  

  Best regards,
  

  The smiONE Team

• Initial Complaint

  Date:12/10/2024

  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.

  The state sends my child support payments through *** one card. They have been preventing me from accessing my funds even though I have had an account with them for over 10 years. I recently replaced my card and it took them over 2 weeks to send my replacement. I wasn't able to access my funds for the entire time. I activated my new card, had access to my funds for one day and then they took away my ability to control my funds or use my funds until I show them my id, my face, my social security card and my *********** ***?! I'm not even joking. I have successfully logged in even though I have no functionality, have provided my passcode, etc. What they are doing is a violation of my rights and I will not be using them for my payments anymore because they have crossed the line. I depend on my child support payments month to month and they've caused me serious distress and harm by withholding my funds.

  

  Business Response

  Date: 12/12/2024

  We appreciate you taking the time to share your experience with smiONE! Your feedback is very important to us, and we are grateful for the opportunity to improve our services.
  

  Our records show that your new card was ordered on November 8, 2024. The new card was shipped to the address on file via standard shipping on November 13, 2024, and was expected to arrive between November 20, 2024-November 22, 2024.
  

  On December 6, 2024, 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. Our Customer Relations Coordinator contacted you on December 10, 2024,to clarify the documents requested of you and to assist you with a secure way to submit these documents. You validated the suspicious authorization, and your documentation was approved on December 11, 2024. At that time, your card was unblocked as there were no longer any potential fraud concerns.
  

  smiONE takes fraud prevention very seriously and we hope that you can understand our efforts to protect your account. We apologize for any inconvenience this may have caused you and your family. If we can answer any other questions about your smiONE card account, please give us a call. Our agents are happy to assist you 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:12/02/2024

  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.

  My card is blocked

  

  Business Response

  Date: 12/05/2024

  Thanks for reaching out to smiONE! Wed like to share some information with you that may alleviate your concerns.
  

  smiONE is highly committed to protecting our customers from fraud. Recently, we implemented a new security enhancement that helps us prevent fraudulent website and mobile account enrollment. Our records show that you attempted to complete registration using information not associated with your card account profile on November 5, 2024. To ensure we were only interacting with our customer, a temporary block was placed on the account and ID verification was requested. For a secure way to submit the requested documentation and verify your identity, please contact **************** at your earliest convenience.
  

  We apologize for any inconvenience this has caused you and we hope that you can understand our efforts to provide our customers with the highest security standards. Please give us a call if you have any other questions about your smiONE card account or would like to have an agent assist you with the enrollment process. 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. ******************************.
  

  We look forward to hearing from you!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:11/27/2024

  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.

  My complaint is against ************************** I believe they are conducting fraudulent practices and stealing money. I have received 2 cards that end in numbers not associated with my account. They have not updated the account claiming issues with their website. I have spoken to multiple people that send me to another department. The information I ask them to verify cannot be done according to them I have to tell them what I am looking for. I received 2cards with numbers that dont match my profile . The card on the profile is one that was used back in 2019. There is no one to talk to there doesnt seem to be any management or support team available to help resolve my complaint. I was hung up on a few times.

  

  Business Response

  Date: 12/03/2024

  We apologize for the confusion regarding the smiONE website and mobile app. As soon as we identified the source of the confusion, our Customer Relations Coordinator reached out to you at the phone number on file to address the concerns you described.
  

  As a reminder, we expect your new smiONE card to arrive between November 29, 2024- December 3, 2024. Once you activate this new card,the website and mobile app will update to reflect the new card information.
  

  If you have any other questions or concerns about your smiONE card account, please dont hesitate to give us a call. Our agents are here to help 24/7 at **************. You can also write to us at P.O. ******************************
  

  We appreciate your business!
  

  Respectfully,
  

  The smiONE Team

• Initial Complaint

  Date:10/26/2024

  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.

  I'm having trouble with Smione investigation department doing there job in a thoroughly investigation pertaining a hotel authorizing a charge on my credit card that I did not give consent to doing, I've also had a dispute with this company sent all the proof stating why I had even filed a dispute and smione denies it the next day when you can clearly see the photos proof, I was promised evidence from the smione that the company had submitted and never received it, was told the company stated I had a second signature I never signed anything twice so I'm hoping no one forged my name Smione should have looked into this further,

  

  Business Response

  Date: 10/29/2024

  Your feedback regarding the dispute process is very important to us. We thoroughly reviewed the dispute you described and reached out to you at the phone number on file for additional information.  
  

  On September 30, 2024, two dispute claims were initiated on your behalf for separate issues with a recent hotel stay. One claim was filed for the room not being as described and the other claim was filed for being charged more than once. During the chargeback process, the merchant provided compelling documentation showing the legitimacy of both transactions. For this reason, we were unable to resolve either claim in your favor. Our records show that you recently submitted an appeal request. As soon as a determination has been reached, you will be notified of our findings within 3 business days. In the meantime, if you still have not received the investigation documents you requested or have additional information to add to either claim, please contact the smiONE Dispute Team at your earliest convenience. They are 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 conducted our review. Please dont hesitate to reach out if we can answer any other questions about your smiONE card. Our agents are here to help you 24/7 at **************. You can also write to us at P.O. ****************************** or visit our website at ******************************. 
  

  Kind regards,
  

  The smiONE Team

• Initial Complaint

  Date:10/25/2024

  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.

  So I tried to sign up for their online account, that was my first mistake! The website kept saying it couldnt verify me so I called over the phone to activate the card, which I shouldve did to begin with. I was able to use the car for my first 4 hours. All of sudden when the evening time comes and Im trying to feed my children the card stops working. I call them and they say its because I have to send a form of I.D and a selfie. I send it, it gets denied because my signature wasnt on my passport, even though all my other information lines with who I am. Ok no problem, I sign it, resend the selfie in and then am told that the people who goes over it has received but its going to take another 2 days because they go off the order they receive them in! They have no regard towards the fact that you need automatic access to your funds! For them to already see theyve received my new selfie but cant, see the picture but cant go over it while theyre already on it is very absurd!!! *********************** needs to get a new card holder vender because this one isnt it at all!!! Now I have to go a whole week as this is Friday without having access to my money! Completely unacceptable! I have already called to have my payments to stop coming to this card!!! Please beware and if you have a checking account or a different prepaid account, receive your funds from them or somewhere else besides here.

  

  Business Response

  Date: 10/28/2024

  Wed like to sincerely apologize for the experience you described with our mobile enrollment process.
  

  smiONE takes fraud prevention very seriously and we recently implemented a new security enhancement to help us prevent fraudulent website and mobile account enrollment. Our records show that you attempted to complete registration using information not associated with your card account profile on October 22, 2024. To ensure we were only interacting with our customer, a temporary block was placed on the account and ID verification was requested. You successfully completed ID verification on October 25, 2024, and your smiONE card was immediately unblocked.
  

  As with any new service, there is a period of adjustment,and we are very sorry for any inconvenience this may have caused you and your family. We hope that you can understand our efforts to provide our customers with the highest security standards and will allow us a chance to assist you with your mobile account enrollment. If you would like to discuss your concerns in greater detail or would like to have an agent assist you with the enrollment process, please dont hesitate to give us a call. 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. ******************************* 
  

  Respectfully,
  

  The smiONE Team

• Initial Complaint

  Date:10/14/2024

  Type:Order 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.

  Company charged a decline fee stating I did not have enough funds for the purchase that was about $43.00 but my balance was $50 dollars on my account at the time! I didnt understand why my card wasnt going through so I tried the transaction for the purchase again. Upon logging in my account I noticed the company took/stole 50 cents for each decline purchase for this same merchant. I have attached screenshots to show my total and the deduction the company took! Im inclined to believe that over the years, this company has done this several other times! If they are doing this to thousands of customers, Im very sure they are making millions as they are the card service provider for the state of ******* **** of revenue and possibly other states as well! They need to return my $1 because my total posted on my account was more than enough to cover the item I was purchasing! If I never checked my account they would have continued to debit and debit and debit at ** **** increments until all my funds were depleted! Crooks! I tried contacting customer service. She was no help and told me my total was from a tip ! I tried telling the lady its not from a tip because Im looking at the total and she didnt listen! Theres no telling how much fees theyve collected without me realizing it over 10+years with them!

  

  Business Response

  Date: 10/18/2024

  Thanks for reaching out to smiONE! We’ve reviewed the
  activity you described and have some information to share with you.
  

  Prepaid debit cards, like the Platinum smiONE Visa Prepaid
  Debit Card, work a bit differently from regular bank or credit cards. For
  open-ended purchases such as car rentals, hotel stays, or dining out, the
  transaction may be preauthorized for the purchase amount plus an additional 20%
  as a temporary hold. This ensures there are sufficient funds to cover any tips
  or incidental fees associated with the purchase. Once the transaction is
  finalized, the amount will match the receipt you signed.
  

  As a one-time courtesy, we’ve refunded the two declined
  transaction fees that were assessed to your card account on October 14, 2024.
  

  To learn more about the user guidelines, fee schedules, and
  transaction limits, please refer to the Cardholder Agreement available anytime
  at www.smionecard.com or the Platinum smiONE mobile app. Should you have any
  additional questions or concerns, our agents are available 24 hours a day at
  1-855-403-8344, or you can write to us at P.O. Box 2489, Carrollton, GA 30112.
  

  We appreciate your business!
  

  Sincerely,
  

  The smiONE Team

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22421969, and find that this resolution is satisfactory to me as the representative explained how it works! I did express my displeasure with how the rep initially handled my call to them and provided incorrect information! I accept this refund for the declined charges in the month of October. 
  
  
  
  Sincerely,
  
  
  
  Dinotra Guyton

• Initial Complaint

  Date:10/11/2024

  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 October 4, 2024, someone used my Office of the Attorney General issued child support card without consent. I was told that after the "investigation" there was no error found. That is a lie. If they investigated they would have seen that it was NOT me making those purchases. I am seeking to initiate a Class Action lawsuit against *** one and its parent company *******.

  

  Business Response

  Date: 10/17/2024

  Your feedback is very important to us. Thank you for sharing your recent experience. We looked into the claim you described and contacted you with additional information.
  

  The claim processed on October 7, 2024, was initially not resolved in your favor; however, upon review of the additional information you provided, the claim was reopened and overturned. Your card account was credited on October 14, 2024.
  

  If we can answer any other questions about your smiONE card,please dont hesitate to reach out to us. 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 in the future!
  

  Kind regards,
  

  The smiONE Team

• Initial Complaint

  Date:10/08/2024

  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.

  Im verty upset this stupid company they need to be shut down I never received child support a day in my life I am single mom of 1 its very hard out here I call ****** because child support inform me that I had payments unfortunately someone stole the card out the mailbox so ****** informed me to send in a written statement in order to get the card and the funds back on my card. Howevee ,I file a police report and also report the postal service they stated that they was going to credit me and send me a new card.I send in all theses supports documents and the closed the disputes saying it was me but told me on the other hand that they will credit my account if I provide these documents Im very upset because I never received support and they lied to me about given me the money Im very upset because this is not write I need help

  

  Business Response

  Date: 10/14/2024

  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.
  

  After speaking with you on September 18, 2024, a dispute was filed on your behalf for unauthorized activity spanning more than four 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 October *******, we received your request for appeal, and we will follow up with you with the results within 3 business days of concluding the investigation. 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. ******************************* 
  

  Respectfully,            
  

  The smiONE Team

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22397128
  
  I am rejecting this response because: I know for fact that I never received no money from yall and Im up set because I provide yall so many documents and yall still declining me
  
  Sincerely,
  
  Chutney ******

  

  Business Response

  Date: 10/18/2024

  We carefully reviewed the documents you submitted. Unfortunately,based on the information provided so far, we are unable to resolve the claim in your favor. If you wish to discuss the final decision in greater detail or would like to request the documents used during the investigation, please contact the smiONE Dispute Team at your convenience. As a reminder, 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 look forward to hearing from you!
  

  Respectfully,
  

  The smiONE Team

• Initial Complaint

  Date:10/07/2024

  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 card was stolen and used with out my permission by someone I knew. I reported my card stolen pressed charges against the person and sent all documentation to the card company. It has been months since and the company has not done anything and its impossible to speak to a supervisor every time I request one they never reach out

  

  Business Response

  Date: 10/14/2024

  We appreciate your feedback regarding a dispute filed on your behalf and weve been trying to reach you for additional information.
  

  Our records indicate that you contacted **************** to report unrecognized activity on May 30, 2024. Disputes were initiated on your behalf on May 30, 2024, and June 4, 2024. However, due to inconsistencies and evidence found during the investigation, we were not able to resolve the claim in your favor. At your request, an appeal was filed. This appeal claim was finalized on August 1, 2024. Unfortunately, the information provided was insufficient to change the final rulings.
  

  After learning of your concerns, we thoroughly reviewed your dispute claims and found that clarification was needed on the details you originally provided. Our Customer Relations Coordinator reached out to you on October 11, 2024, for this clarification. Unfortunately, there was a miscommunication,and we were not able to resolve your concerns during this call. Please know that we are working closely with the smiONE Dispute Team to find a satisfactory resolution, but additional information is needed. Please give us a call at your earliest convenience. 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.
  

  In the meantime, if you have any other questions about your smiONE card account, our **************** agents are available 24/7 at **************. You can also visit our website at ****************************** or write to us at P.O. ******************************* 
  

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

  Sincerely,
  

  The smiONE Team