Business Profile

Prepaid Credit Cards

SMI Card Services, LLC

Headquarters

Complaints

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

Customer Complaints Summary

122 total complaints in the last 3 years.
56 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/03/2024
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.
Card declined fraud. placed on by the business illegally. release all my money now!!!!
Business Response
Date: 10/07/2024
Thanks for reaching out to smiONE! We looked into the cause
of the declined transaction you referenced and have some information to share
with you.
On October 3, 2024, our fraud monitoring system detected
high- risk activity that indicated your card account could be compromised. Shortly
after this activity was detected, there was a series of suspicious calls in
which the caller could not complete standard account verification. A temporary
block was placed on the account and identifying documentation was requested to
ensure we were only interacting with our customer. We noticed you reported
having technical difficulty with receiving the secure forms our agents had been
sending you. On October 7, 2023, our Customer Relations Coordinator reached out
to you with an alternate secure way to send in the requested documents. We
received your documentation, and your card has been unblocked.
We appreciate your patience and cooperation while we worked
to ensure that your account was secure. If we can answer any other questions
about your smiONE card, please don’t hesitate to reach out to us. Our agents
are here for you 24 hours a day at 1-855-403-8344. You can also write to us at
P.O. Box 2489, Carrollton, GA 30112 or visit our website at
www.smionecard.com.
We look forward to serving you in the future!
Kind regards,
The smiONE Team
Customer Answer
Date: 10/07/2024

Complaint: 22377634

I am rejecting this response because:
This was racially motivated

Sincerely,

Tiffany Simpson
Business Response
Date: 10/10/2024
We apologize for any distress this experience may have
caused you. Our actions were solely intended to protect your card account from possible
fraud, with no malicious intent involved. We hope you will allow us a chance to
restore your faith in us.
Sincerely,
The smiONE Team
Initial Complaint
Date:09/25/2024
Type:Billing 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.
Good Afternoon BBB Agent, do to unforeseen Issues with the Mailing process, I just received your letter with response and Thank You for your assistance in this matter, ID ******** however the issue was not addressed. Child Support Enforcement Officer ***** ******* per SMI CARD SERVICES,LLC direction called to identify, this was not addressed. Furthermore stating this information is essential onpon opening an account sitting "section title Activating and Registering Your Card" which is not relevant in this case.Our records show (recorded calls). On Wednesday August 28th I had a Lovely conversation with a very helpful Agent ******** who arranged a password and four digit set up, notating the account I would not be giving consent to utilize the ****** use as identification)and she assured me there was a protocol that she utilized. According to records after this interaction the account was flagged as any and all access was denied, and Only then were calls made to SMI CARD Services,LLC Agents ("these several calls"were only made after access to account was denied)After several call with OFFICER ***** ******* assistance, SMI CARD SERVICES,LLC still insisted on government Identification and Selfie?? UPDATE: ON Delivered Delivered, Individual Picked Up at Postal Facility Sep 16, 2024 at 10:56 am Delivered at 10:56 am Tracking number 9589 0710 5270 0199 6490 18 Letter of Termination of Services September 25, 2024 After another call on the 18th SMI Agent revealed they are still waiting on Selfie along with government Identification SMI CARD SERVICES, LLC have not canceled Services. ******* TTEE
Business Response
Date: 10/01/2024
smiONE would like to apologize for the remaining confusion
and would like to offer additional information that may address your concerns.
As mentioned in our earlier response, when you reach out to
smiONE Customer Service, we are required to request identifying information
from you to maintain account security. This helps us verify your identity and
ensures that we are interacting solely with our customer. On August 22, 2024,
your card account was flagged by the smiONE Fraud Department due to a caller
attempting to gain access to the account without completing proper verification.
At that time, the card was temporarily blocked, and ID verification was
requested as it appeared that the account was at high risk of compromise. Additional
red flags were raised in the following calls that lead our agents to suspect
they may not be speaking with the true cardholder and steps were taken to
protect the account.
Our review found that you were inadvertently given incorrect
information about an alternative solution that is no longer valid during a call
on September 4, 2024. We regret that this misinformation exacerbated the
situation, and we sincerely apologize. Please be assured, additional training is
being provided for the agent you interacted with to ensure this does not happen
in the future.
We received your direct deposit cancellation request on
September 16, 2024. Your request was forwarded to the Connecticut State
Disbursement Unit for processing as smiONE does not manage the delivery methods
for your case benefits. We recommend following up with Connecticut Child
Support Enforcement at 1-888-233-7223. In the meantime, if we can answer any
other questions about your smiONE card account, our Customer Service agents are
available 24 hours a day at 1-855-403-8352. You can also visit our website at
www.smionecard.com or write to us at P.O. Box 2489, Carrollton, GA 30112.
Respectfully,
The smiONE Team
Customer Answer
Date: 10/02/2024

Complaint: 22339596

I am rejecting this response; RETALIATION, SMI CARD SERVICES ,LLC in this BBB response admitted I, the cardholder, called several times infact they have identified and publicly acknowledged it was cardholder however SMI CARD SERVICES,LLC still witholds funds. Can SMI CARD SERVICES,LLC officially tell the Cardholder and BBB what personal information they require to grant access to Account and what Law gives SMI CARD SERVICES LLC the right to withold fund after Child Support Enforcement Officer, BBB, and SMI CARD SERVICES,LLC have rightfully identified the cardholder. Why are these fund show as available??THIS IS RETALIATION

Sincerely,

Melissa Ttee
Business Response
Date: 10/04/2024
smiONE and our banking partner are subject to federal laws
and banking regulations, including the USA Patriot Act. Under this Act and
others, financial institutions are required to comply with verification
standards. This includes identifying and verifying the identity of our
customers.
Account security is one of smiONE’s highest priorities. Since
August 22, 2023, account verification has been failed multiple times because of
the caller’s inability to verify basic account information. 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 Customer Service at your earliest
convenience.
Respectfully,
The smiONE Team
Customer Answer
Date: 10/10/2024
rejecting this response because: The laws governing Simone and "baking partner" are federal code such as federal banking act, federal reserve act, CFR, 42 U.S.C. 405 & section 1383a(b), and CAN-SPAM Act all of which have been violated and trump the USA Patriot Act, which also does not apply in this case due to an account already active 3 years ago. According to the letter, one of SMIONE's highest priorities is account security, yet when attempting to update these security measures in order to prevent fraud on the account and cardholder's private accounts, SMIONE CARD SERVICE, LLC have denied updating/upgrading/securing the account. SMIONE CARD SERVICES, LLC have yet to proclaim a security breach or that the identity of the cardholder is in question, regardless of the verification process, the cardholder has been verified in multiple ways and is not in question while SMIONE CARD SERVICES, LLC hold funds from the cardholder. These "basic account information" violate account privacy and by extension the privacy act, along with 42 U.S.C. § 405 and § 1383a having federal court sentencing for using the "Social Security Account Number"(defined in 42 U.S.C. § 405). SMIONE CARD SERVICES, LLC have blackmailed the cardholder by preventing access to funds until the cardholder gives a "Government ID" and A "selfie" email's of demands are attached and video recordings of calls with the same demands can also be provided. it not be further stated that SMIONE CARD SERVICES, LLC have Fraudulently violated Federal regulation, to remedy this in accordance with Federal regulation of the Federal Reserve Act § 29. Civil Money Penalty second tier violation of "25,000 for each day during which such violation, practice, or breach continues" as SMIONE CARD SERVICES, LLC have been adequately notified of their default in this matter, and in accordance with 42 U.S.C. 1383a "Any Federal court, when sentencing a defendant convicted of an offense under subsection (a), may order, in addition to or in lieu of any other penalty authorized by law, that the defendant make restitution to the Commissioner of Social Security, in any case in which such offense results in the Commissioner of Social Security making a benefit payment that should not have been made, or an individual suffering a financial loss due to the defendant’s violation of subsection (a) in his or her capacity as the individual’s representative payee appointed pursuant to section 1383(a)(2) of this title." If remedy through these means can't be completed within 7 days of the letter arbitration/federal Court is required as further discussion with SMIONE CARD SERVICES, LLC show violations of federal law, state law, and their own cardholder agreement without attempting any form of compensation warrens law full action to the full extent of law. BBB seeing how SMIONE CARD SERVICES, LLC refuses to comply while causing undue harm to minor children and insists on violating basic rights as well as federal regulations we demand ARBITRATION
Initial Complaint
Date:09/17/2024
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 9-13 I contacted SMione to dispute fraudulent charges on my Texas Attorney General Child Support issued debit card made on Door Dash. The date of the charges range from 9-23 to 8-24 and include monthly subscription fees, meal deliveries, and .50 insufficient funds fees (which should be against the law for people received child support on this card). I provided the requested information to SMione, which was to confirm validation of the dispute, via email. On 9-16, SMione denied my disputes and closed the disputes based on vague reasons. I contacted Door Dash on 9-17 to dispute with them and was told they do not have record of any charges with the card that was being debited and nothing associated with my name. I have snapshots of the chat conversation with Door Dash and myself. Smione should have received the same information that I did and refunded my money. This over $250 of child support money I received through Texas Attorney General which I have also filed a complaint with them and the ************************************.
Business Response
Date: 09/23/2024
smiONE appreciates your feedback regarding your experience with the dispute process. We looked into the dispute claim you described, and our Customer Relations Coordinator has been attempting to reach you at the phone number on file to offer you additional assistance.
Our records confirm that you contacted the smiONE Dispute Team on September 13, 2024, to report unrecognized activity spanning back more than a year. A dispute was initiated on your behalf and a new card was issued to secure the account. After reviewing the information you provided and the evidence found during the investigation, we were unable to resolve the claim in your favor. Please contact the smiONE Dispute Team at your earliest convenience to add the new documentation you mentioned to your claim. They are here to help you Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
For any other questions about your smiONE card account or to discuss your concerns in greater detail, please give us a call. Our **************** agents are here for you 24/7 at **************. You can also visit our website at ****************************** or write to us at P.O. *******************************
Sincerely,
The smiONE Team
Customer Answer
Date: 09/26/2024

Complaint: 22301260

I am rejecting this response because: This business has not provided sufficient evidence to support the denial of returning my funds. I have done my part by reaching out to Door Dash and can provide a copy of the conversation through chat. *** one is a vendor through Texas Attorney General and should provide adequate support for card holders who have elected to receive child support using that card. I was charged .50 per denied transaction and that alone should be refunded to me as I did not authorize Door Dash to use my card. Upon my own investigation, Door Dash can access cards through ***** pay and that does not leave a trace of the scams Door Dash is responsible for. However, my funds are missing, Door Dash has confirmed that I do not have an account with them for Door Dash pass, therefore I am entitled to a refund. SMIone needs to go after Door Dash and return my money.

Sincerely,

******* ****
Business Response
Date: 10/02/2024
The dispute process can be a frustrating experience, and we apologize for any inconvenience.
We thoroughly reviewed the supporting documentation you provided. Unfortunately, it was lacking key details that could potentially allow us to overturn the previous ruling. Our Customer Relations Coordinator has been trying to reach you to clarify the discrepancies within the documentation you provided and the information you shared with the smiONE Dispute Team. At this time, additional information is needed to further pursue this claim. The smiONE Dispute Team is here to help you Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
If you have any other questions about your smiONE card account, our **************** agents are available 24 hours a day at **************.You can also write to us at P.O. ****************************** or visit our website at ******************************.
We look forward to hearing from you!
Kind regards,
The smiONE Team
Initial Complaint
Date:09/17/2024
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.
A card was ordered for me on September 3 I had been waiting for the card and hadn't received it so I called in and spoke with someone who informed me they hadn't ordered the ******* that time they claim they were placing a request for a card to be sent but I was informed today that my account was closed. I've been given so much baf information that I can't type it all here. My number one concern is how am I going to get access to my money anytime in the near future instead of being constantly mislead and sent in circles.
Business Response
Date: 09/23/2024
Thank you for your valuable feedback. Weve been trying to reach you at the phone number on file to address your concerns, but we have not been able to get in touch with you.

We carefully reviewed your account and have some information to share with you that may alleviate your concerns. You were enrolled as a smiONE cardholder by the state of **** in 2019. A card was shipped to the address provided during enrollment and was activated on June 27, 2019. No other card order was received until you contacted **************** on September 13, 2024. At the time, a new card was ordered via standard shipping to the address on file. We expect this card to arrive between September 23, 2024- September 25, 2024.
If we can answer any other questions about your smiONE card account, please dont hesitate to reach out to us. Our agents are here for 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 in the future!
Kind regards,
The smiONE Team
Initial Complaint
Date:09/17/2024
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.
I have contacted ****** card customer service line in talk to the dispute department and they don't want credit my money back into my account even when I proved documentation stating I was incarcerated at the time ever transaction was made from 7/14/2024tell Aug 27 ***** I file a police report in they diened me 6 times or more in ever time I call they drop my calls in when I send emails they don't reach back out because them I lost my place if living in now I'm on streets with my children I need help o have discrimanted to the match I'm treated unfair can someone help me get my money back in help me with fraud against them they filled out a questionnaire form that I never filled out all I did was send in documentation they have kept ****** of my children money from us in this is my kids child support money in they don't want return it
Business Response
Date: 09/20/2024
smiONE sincerely apologizes for your recent experience with the dispute process. We understand that dealing with a dispute, especially when your funds have been stolen, can be incredibly stressful. Our Dispute Team is committed to making the process as smooth as possible and to minimizing as much of the inconvenience and frustration as we can.
After an in-depth review of your claim, we were able to validate the details and documentation you provided. In doing so, we found sufficient cause to reopen your claim and overturn the previous ruling. The claim was finalized in your favor and final credit was posted to your smiONE card account on September *******.
We appreciate your patience while we looked into your concerns and hope that you accept our apology. If you have any other questions about your smiONE card account or wish to discuss your concerns further, please feel free to reach out to us. Our **************** agents are available 24/7 at **************. You can also visit our website at ****************************** or send us a letter at *****************************************. Were always happy to help!
Respectfully,
The smiONE Team
Customer Answer
Date: 09/21/2024

Complaint: 22296988

I am rejecting this response because:

Sincerely,

Jancynth ******
Business Response
Date: 09/24/2024
To help us better serve you, could you kindly provide more information on how we may further assist you?
Customer Answer
Date: 09/24/2024

Complaint: 22296988

I am rejecting this response because: they act like they don't understand I didn't receive a credit I have told them that anyone can have access to my phone number cause it's a texnow number in also talk to representative to change my password so if anyone calls they can't access my account they have failed to do so as I was trying to add to funds to my ****** account someone took ***** out of my account I don't have a cash app account in I have told them that plenty of times they lying they didn't care to help me cause I had to go threw y'all for the help in if they credit my money why haven't I received it I previously told this company over in over I don't have a physical address in they still sent cards giving someone access to my money then want blame me I have also stated in told them to look up phone records in pick up the recording in it's not me they were rude hung up on me diened me as I was lying filled out paperwork on me that I never signed in yet I still have not received any money but the want keep calling me now that I have took this situation to higher authority but couldn't help when i sent paperwork they discrimanted me in they still are

Sincerely,

Jancynth ******
Business Response
Date: 10/03/2024
Our customers are highly valued, and we truly regret giving you that impression.
At the time of the initial dispute claim, you informed us that you did not currently have a reliable address to send a new card and requested the card be blocked instead of having a new one issued. At the time,we honored your request to avoid further compromise; however, because the status of the compromised card was not addressed, the account was still vulnerable during the times you were requesting temporary activations. To rectify this situation, we are sending you a new card via express shipping at no cost to you. We expect this card to arrive at the address you recently updated between October 6, 2024- October 8, 2024. If we can be of any further assistance, please dont hesitate to give us a call.
Sincerely,
The smiONE Team
Initial Complaint
Date:09/12/2024
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.
I called to cancel my SMIOne card May 15th 2024. SMIOne is **** approved and partners with ************ as well as **********************'s child support division.I lost my son last year in March.I was to receive a large sum of money November 2023. My roommate/so call best friend decided she would take advantage of the situation and started taking money out of my account using my card and using cash app because with cash app my SMIOne card was linked to my account. All you have to do is have your phone to transfer money..You don't have to have the card itself. Then she took my card with her to ********** the end of December. This I do know for a fact because of the charges that were made on my card out of state. I have appealed SMIOne's decision several times. I have spoken to SMIOne customer service ****** The claims ***** a claim specialist, a few different supervisors, and the complaint department. I have explained my story several times to several different people. I called them 30+ times in the last 4 months.Asked several times for a supervisor to call me back.There were times when they told me they had no access to notes written or information that I uploaded and emailed as they were speaking to me. I had maybe 3 ladies actually help me. They asked me questions concerning dates of the transactions etc however after explaining my story they understood.I completely understand how they would have made the decision they made. This girl took advantage of a very sensitive situation I was going through. I filed a police report and sent the information to SMIOne because one of the representatives said that would be the best thing to do. I finally found out that nobody was looking at the prior notes on account... not even supervisors because they said that the refund is still over $2,000. If they were to look at the information they requested that I emailed back to them around June 1st, 2024...the amount is less because I remembered some of the charges that I made.
Business Response
Date: 09/18/2024
smiONE would like to offer our deepest condolences to you and your family. We apologize for any additional stress or inconvenience this situation may have caused.
We looked into your concerns regarding the dispute claim you described, and our Customer Relations Coordinator has been trying to reach you at the phone number on file to offer you additional assistance. Based on the information you have provided, we have identified a few details that we need to clarify with you to proceed with your claim. The smiONE Dispute Team can help you with this Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST. Please give us a call at your earliest convenience.
In the meantime, if we can address any other questions or concerns about your smiONE card account, our customer service agents are here to assist you 24 hours a day at **************. You can also write to us at P.O. ****************************** or visit our website at ******************************.
Sincerely,
The smiONE Team
Customer Answer
Date: 09/20/2024
I need to give SMIOne a new number to reach me at. I can be reached at ************. In the meantime I will try to contact them as well.
Thank you for your time and consideration in this business matter.
Sincerely,
****** Fly
Business Response
Date: 09/24/2024
Thank you for providing your updated contact information. We have attempted to reach you at this new phone number to discuss the details of your dispute claim, but we have not been able to speak with you.We would be happy to arrange a call for a time that works best for you.
We look forward to hearing from you!
Sincerely,
The smiONE Team
Initial Complaint
Date:09/12/2024
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.
I did not order a new card. I did not authorize a new card. I have my original card in my hand. I have repeated told SMione I do not need a new card. I need access to my money. I need my money back keep charging for this
Business Response
Date: 09/19/2024
Thank you for bringing this to our attention! We believe we have identified the source of the confusion and would like to apologize for the miscommunication.
Our records show that you reported an unrecognized transaction via email on September 10, 2024. For your protection a temporary block was placed on the account until the security concerns could be ************ learn more about the transaction as you requested in your email, a dispute was initiated on your behalf. The following day, you contacted Customer Service.Our agent advised you of the situation and the need to replace your card. A new card was ordered via standard shipping to the address on file. We anticipate the delivery between September 23, 2024- September 26, 2024. Our agent also informed you of the option to do a temporary courtesy activation for immediate access to your funds while you waited for the new card. We were happy to be able to assist you with two of these courtesy activations on September 12, 2024.
Due to the miscommunication and resulting confusion, we have issued a refund for the card replacement fee. We hope that you will accept our apology and can understand our efforts to protect your account. If you have any other questions about your smiONE card account or wish to discuss your concerns further, our agents are available 24 hours a day at **************. You can also visit our website at ****************************** or write to us at P.O. ******************************
Kind Regards,
The smiONE Team
Initial Complaint
Date:09/12/2024
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.
This card has been stealing money by declining transactions when your card has money in it, and then charging you a fee for every decline. Its $0.50 for every decline. I have called them and they keep saying oh there is a security hold everything is fixed, but it doesnt get fixed. It keeps happening. They are taking money wrongfully. This needs to be looked into as soon as possible! Thank you for your time.
Business Response
Date: 09/13/2024
Your feedback is very important to us, and we appreciate the chance to improve our services. After reviewing the account activity, our agent contacted you with additional information.
To expand on the information provided by our agent, the Florida Platinum smiONE **** Debit Card is a pre-paid card with no available line of credit or overdraft services. Our records show multiple declines, some for insufficient funds and some for high-risk activity. We are committed to protecting our customers from fraud and one of the ways we do this is by using special algorithms to help us monitor, detect, and prevent fraudulent activity.The difficulty you experienced with some of your purchases was caused by high-risk factors that indicated possible fraud. Although usually not recommended, these measures can be lifted at your request. We apologize for the inconvenience and hope you can understand our efforts to protect your account.
As a reminder, to learn more about the user guidelines, fee schedule and velocity limits associated with your smiONE card, you can access the Cardholder Agreement anytime by logging in at www.smionecard.com or the Platinum smiONE mobile app. If we can answer any other questions about your card account, please dont hesitate to reach out to us. Our agents are here to assist you 24 hours a day at **************. You can also write to us at **********************************.
We look forward to hearing from you!
Sincerely,
The smiONE Team
Initial Complaint
Date:09/09/2024
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.
Historical and Statutory note following section 552a. See 5 U.S.C. 552a (note). The fact that section 7 was never codified and appears only in the Historical and Statutory Notes section of the United States Code, does not diminish its weight, however: The reverse is true: the Code cannot prevail over the Statutes at Large when the two are inconsistent. ******* v. ***, 340 F.3d 1284, 1288 (11th Cir. 2003) (quoting United States ****************, 377 U.S. 95 (1964) (internal quotations omitted)). Therefore, section 7 carries the force of law.To constitute a violation of section 7, an agency must not only request that an individual disclose a social security number, but also deny a right, benefit, or privilege to that individual because of the individuals refusal to disclose the social security number.Officer ******* ***************** called SMI CARD SERVICES, LLC to verify information however the ***************** decided it would be appropriate to insist on the on a Selfie along side government Identification this is a clear violation of privacy Act *********************** Executor and Sole Beneficiary of the estate *************************. All rights reserved.
Business Response
Date: 09/12/2024
Thanks for reaching out to smiONE! We have some information to share with you that may alleviate your concerns.
Federal law requires all financial institutions to obtain,verify and record information that identifies each person who opens a card account. When you contact smiONE, we are obligated to ask you for identifying information about yourself so that we can verify your identity and ensure we are only interacting with our customer. For more information on this topic,please refer to the smiONE Cardholder Agreement, Section titled Activating and Registering Your Card.
Our records show multiple calls to **************** over the last several weeks in which the caller was intentionally evasive during the verification phase of the calls. This, and other factors, raised red flags for our agents, leading them to suspect they may not be speaking with the true cardholder and steps were taken to protect the account.
********************** takes fraud prevention very seriously. We apologize for the inconvenience this caused you and hope that you can understand our efforts to protect your account. 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. ****************************** or visit our website at www.smionecard.com.
Respectfully,
The smiONE Team
Initial Complaint
Date:08/29/2024
Type:Billing 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 filed a fraud claim when I went to use my card and it was locked, so I called them to find out what was going on and they told me that was fraud on my account so it took me another week just to be able to get into my account to be able to file a claim on the fraudulent charges which were in ****** GB, Those charges were made on the same day that I made charges in the ************* and they keep my fraud dispute stating that I havent given them enough or nor proper documentation. I feel like theyre just pencil whipping it because part of a fraud dispute is you have a number right there for the ******************************************************************************* Either the first two pictures are of the fraudulent charges or the last two pictures are of the fraudulent charges. The ones that are circled in highlighter are the charges that were made in the ************* at my place of employment.
Business Response
Date: 09/04/2024
smiONE would like to apologize for your experience involving a recent dispute claim. Based on the concerns you described, we launched an in-depth review of your smiONE card account, and the recent dispute filed on your behalf.
During this review, we found sufficient cause to reopen your claim and overturn the previous ruling. The claim was finalized in your favor and final credit was posted to your smiONE card account on September 3, 2024.
We appreciate your patience while we conducted our review. If we can answer any other questions about your smiONE card account, please dont hesitate to reach out to us. Our agents are here to assist you 24 hours a day at **************. You can also write to us at P.O. ****************************** or visit our website at www.smionecard.com.
We look forward to serving you in the future!
Kind regards,
The smiONE Team

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