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 ComplaintThe 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:08/20/2024
Type: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.
sometime in july my card was stolen,I noticed many many declined transactions from someone trying to steal my money!! I spoke to ****** about this !!as soon as I activate my new card the money is instantly taken ..so now I have to re order a card again !! still to this day I'm getting declined transaction from someone trying to steal my card !!now I'm in the process of dispute ,no one from dispute can talk to me or tell me what's going on have yet to refund my credit back to my card . no one is trying trying to explain ,or talk , they will tell me things basically saying that I did the transaction and the things that I did for this to happen dispute is more like wait for 45 days to be declined my credit .I need help
Business Response
Date: 08/27/2024
We appreciate you bringing this to our attention. After reviewing your account, our agent contacted you at the phone number on file to offer additional assistance.
On July 20, 2024, you informed us of unrecognized activity on your card account. Our records indicate that you elected to contact the merchant for more information prior to filing a dispute claim. To secure the account, a temporary block was put in place until we heard back from you on this matter. On July 22, 2024, you contacted the smiONE Dispute Team. The compromised card was replaced, and a dispute was initiated on your behalf. Your dispute claim is currently in progress, and we expect a final resolution on or before September 5, 2024. Once the investigation has concluded, well notify you of the findings within 3 business days. Until then, if you have any questions about your claim or have additional information to add, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
Please dont hesitate to contact us if you have any other questions about your smiONE card account. Our **************** agents are here for you 24 hours a day at **************. You can also visit our website at www.smionecard.com or write to us at P.O. *******************************
Sincerely,
The smiONE Team
Initial Complaint
Date:08/17/2024
Type: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 4/4 at ************************************************************************************************ some several of my debit cards and my phone was stolen I filed the police report soon after that I was admitted to the hospital on 4/4/2024 for angina complications. I was hospitalized from 4/4/2024 to 5/13/2024. On 417 while I was in the hospital funds were debited to my smi one child support card for the amount of $3,336 and $53.08. whoever stole my phone hacked into it and got all my good numbers passwords or whatever they needed and they changed everything to several accounts when I got out of the hospital. I couldn't get it into not one of my accounts so I file disputes with all my accounts including this one smi one. But they are the only account of mine that has refused to give me any kind of help. On 05 - 14 I filed my first dispute. On 5-23 they denied it and I appealed it. On 6-4 I was denied. On 6-5 I appealed it again. On 6-18 it was denied and appealed again. On 6-25 denied appealed again. And on 7-10 I was denied. 6-18 and 6-25 I had two different Representatives call me and try to figure out a resolution. I was told to send in a letter from the motel that I didn't stay there along with receipts I did that they did not accept them. The other one I was told to send in the police email saying that they had actually found and charged the suspect. I even sent in hospital bills stating the days I was in there I sent in a notarized letter from the hospital I sent in the police report I sent in my discharge papers and regardless of all these things they still denied me they are the only account giving me so much trouble after I went through such a traumatic time I had surgery and everything this whole time I was in the hospital and while I was in the hospital I have my money stolen from me and I can't even get it back.Business Response
Date: 08/26/2024
Thanks for reaching out to smiONE! We recognize that the dispute process can be a challenging experience, and we're here to help make it as smooth as possible. Our Dispute Team strives to provide you with exceptional service and support every step of the way.
Our records show you reported the loss of your card on May *******. At that time, you spoke with the smiONE Dispute Team regarding 2 unauthorized transactions, and a dispute was initiated on your behalf. This claim was finalized on May 22, 2024. Based on the information you provided and compelling evidence found during the investigation, the original claim and subsequent appeal claims were not found in your favor.
If you wish to discuss the details of your claim further, 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.
We appreciate your patience while we conducted our review. If you have 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 ********************************** or visit our website at www.smionecard.com.
Respectfully,
The smiONE TeamCustomer Answer
Date: 08/26/2024
Complaint: 22158692
I am rejecting this response because: these documents alone clearly prove that I was in the hospital, that my wallet and ID where stolen and that they even found the the person trying to using my cards they were still in possession of my phone. This is ridiculous y'all are the only account where my money was stolen that is giving me so much trouble like I wish I could afford a lawyer to sue y'all because this isn't right or fair. A bank is supposed to protect your customers and I just straight up got robbed from somebody and my own bank.
Sincerely,
*****************************Business Response
Date: 08/30/2024
We have carefully reviewed the documentation you provided and would be happy to schedule a convenient time to discuss your dispute claim further. Based on your statements, emails, and the documents you submitted, we believe your claim was misdirected and should have been presented to the mobile payment service used to complete the transactions. smiONE has exhausted all available options in this claim and we apologize for any inconvenience this may cause.
Sincerely,
The smiONE Team
Customer Answer
Date: 08/30/2024
Complaint: 22158692
I am rejecting this response because: I'm rejecting if I'm understanding this correctly. Your saying to contact the service that was used to make the transactions correct? If so that's cash app and they keep telling me I need to go through my back which is originally where the money was taken from anyways. A bank is supposed to protect their customers. It isn't right when I got to fight so hard for my money that was stolen from me with my own bank.
Sincerely,
*****************************Initial Complaint
Date:08/17/2024
Type: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 recd a child support payment Friday. Went through a drive thru on my way gone from work and card declined even though balance was plenty enough. Called, on hold for long time. Never could tell me why my card was declining. They said it was fixed and my car was active and ready to use. Fast-forward a couple hours I get home from work and get order pizza, declined, even though the balance was sufficient to cover the total.Call customer service yet again, put on hold, they are stomped and do not know why my card is declining. After holding and speaking to a supervisor and being on the phone for about 30 minutes, they told me my card was fixed at this point and I was good to go. I went ahead and placed mine dinner order while I was on the phone with him to make sure it went through so I didnt have to call back, declined.They ended up telling you to try it again, which I did and it went through. They told me my car was good all was fixed, didnt tell me what happened and why it was decline. Here I am now trying to order something online and its being declined again. Im so annoyed with this company. Im so annoyed with this card. Its more of a hassle than it is anything.Business Response
Date: 08/23/2024
smiONE would like to humbly apologize for your recent experience. We have conducted a thorough review and would like to share our findings with you.
On August 15, 2024, we received notification that your card was used at a merchant site with a confirmed data breach. A temporary block was placed on the account to protect your funds until we could speak with you directly. Unfortunately, a processing error occurred, and the corresponding notation did not properly save to your account. This error led to the confusion and frustration described in your complaint. Please rest assured, this error has been corrected, and steps have been taken to ensure it does not happen again.
Due to the initial compromise, additional action is needed to ensure account security. Please contact **************** at your earliest convenience.
We hope that you will accept our apology and allow us a chance to earn back your trust. 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 visit our website at www.smionecard.com or write to us at ***********************************
We appreciate your business!
Respectfully,
The smiONE Team
Initial Complaint
Date:08/05/2024
Type: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 ordered a suit from trend setting fashions 9/16/21 because deliverys was so backed up because of Covid I didnt dispute it right away I was trying to give it time to get there considering that it was coming from *****. When I realized that I wasnt going to get it I filed a dispute with smi one I. November of 2022 they said it was no error. I called them back they said they was going to investigate it further then they said it was no error again even though they took my money, and I never received the merchandise. I was giving it time because deliverys for everything was backed up because of Covid I bought furniture in 2021 and I didnt get it until 2022 so I figured it was the same case with this order.Business Response
Date: 08/06/2024
Thank you for sharing your experience with smiONE! We have some information to share with you and have been trying to reach you at the phone number on file to discuss your concerns in greater detail. Unfortunately, our agent has been unable to reach you.
Due to strictly regulated error resolution guidelines for the dispute process, the timing of reporting an issue with a transaction is crucial. Our records show the issue described in your complaint was reported to the smiONE Dispute Team on November 30, 2022. At that time, a dispute was initiated on your behalf; however, due to the timing of your notification, we were no longer able to pursue standard investigative methods. Ultimately, the claim was not found in your favor. If you have any questions about your dispute claim or have additional information to add, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
If we can answer any other questions about your smiONE card account, 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 appreciate your business and look forward to hearing from you again soon!
Sincerely,
The smiONE Team
Initial Complaint
Date:07/29/2024
Type: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 ordered a new card exactly 18 days ago and I havent received anything. I called them 2 days ago to let them know that it hasnt arrived and they told me to wait one more day, which fell on a Saturday. When I didnt receive it on Saturday either, I called them, but wasnt able to speak to anyone because theyre only available to talk to Monday through Friday. Their carelessness and inconsideration of parents who rely on child support payments is horrible. This business should most definitely NOT be handling extremely important funds like this.Business Response
Date: 07/31/2024
smiONE truly values your feedback and would like to offer a sincere apology for the experience you described. After researching the root issue, we reached out to you at the phone number on file to offer additional assistance.
Our records show the card you ordered on July 10, 2024, was sent standard shipping to the address on file. We expected this card to arrive between July 20, 2024- July 22, 2024. On July 29, 2024, a new card was ordered to the same address via express shipping. This new card should arrive between August 2, 2024- August 5, 2024. Due to the inconvenience caused by the delay,all fees associated with the new order have been waived and special accommodations were approved to restore access to the account in a limited capacity while you wait. We hope you will accept our apology and allow us a chance to earn back your trust.
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 visit our website at www.smionecard.com or write to us at P.O. ******************************
Respectfully,
The smiONE Team
Initial Complaint
Date:07/23/2024
Type: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.
Fraudulent charges occurred on my account and the company is refusing to issue a refundBusiness Response
Date: 07/26/2024
Thanks for reaching out to smiONE! After reviewing the concern described in your complaint, we conducted a detailed review of your dispute claim.
Based on our review of the claim details and your statements, we found sufficient cause to have your claim reopened. You should have received the results via email on July 25, 2024. If you have any questions about these results, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
Please dont hesitate to reach out to us 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 visit our website at www.smionecard.com or write to us at P.O. *******************************
We appreciate your business!
Kind regards,
The smiONE Team
Initial Complaint
Date:06/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had this card company for over a decade. Just last month I had to file my first dispute. At first they gave me a provisional credit, now comes this month and I realized I have two unauthorized transaction. When I submitted my other dispute, the same day I get an email stating my previous dispute was denied and they will be taking the $100. I tried to appeal this due to the fact the merchant just denied the dispute and never provided additional documentation. I was told I couldnt appeal it unless I had additional documentation like a police report which is absurd. I feel like my card company should have had my back and demanded more evidence from the merchant. Instead they demanded it from me . So after I went through this 5 days later my new dispute was magically finished and denied. I asked them to send documentation submitted by merchant. I have yet to receive this. It ***** because this card company usually deals with single moms. With all of the fraud going on how about you tighten up your bank security before thinking customer is a liar.Business Response
Date: 06/20/2024
Thank you for bringing this to our immediate attention. Please accept our sincerest apology for giving you the impression that we thought you were not being truthful. Our customers are highly valued, and we understand how confusing and frustrating the dispute process can be.
Weve looked into the concerns you described regarding your recent dispute claim and have some information to share with you. A dispute was initiated on your behalf on March 12, 2024, in response to an email we received in which you advised us that you were overcharged, and the merchant was refusing to issue a refund. During the chargeback process, the merchant provided documentation showing undeniable evidence that no error or discrepancy occurred.Due to the dispute not being found in your favor, the provisional credit that was provided to you while your claim was being investigated, was reversed. If you have additional information to add to your claim or still have not received the documentation you requested, please dont hesitate to give us a call. The smiONE Dispute Team is available to assist you Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
If we can answer any other questions about your smiONE card account, our **************** Agents are here for you 24 hours a day at **************. You can also visit our website at www.smionecard.com or write to us at P.O. *******************************
We appreciate your business!
Respectfully,
The smiONE Team
Customer Answer
Date: 06/20/2024
Hello, I have requested this documentation and your company has failed to provide me with the documentation that proves no error occurred. Aside from that I have never received my provisional credit from my other claim that is currently pending. You all state that you do not hold funds during a dispute which is false advertising because my funds are currently on hold!
thank you,
Business Response
Date: 07/01/2024
Our records show the investigation documents you requested were sent to the email address on file on June 6, 2024, and June 20, 2024. Provisional credit was not provided during the second claim as the investigation was concluded within 10 business days. If you have any questions about the documents you received, or wish to discuss your dispute claims further, 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. Please dont hesitate to contact us.
Respectfully,
The smiONE Team
Customer Answer
Date: 07/01/2024
Complaint: 21851909
I am rejecting this response because:As stated several times. I have not received any documents. The emails that were received, documents are not viewable. Thank you!
Sincerely,
***********************Business Response
Date: 07/08/2024
Were very sorry to hear of all the trouble you have experienced.For troubleshooting assistance with accessing the investigation documents you have received, please give us a call at your earliest convenience.
We look forward to hearing from you!
Kind regards,
The smiONE Team
Initial Complaint
Date:06/07/2024
Type: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.
This card company let my money be stolen in another state and refuses to give me my money back. I have filed appeals and those have been rejected as well for *****. I have a police report and hospital proof and proof of work I sent in for the day in question showing I wasn't even in that other state and they still keep denying me my stolen money.Business Response
Date: 06/13/2024
smiONE would like to apologize for your recent experience involving the dispute process. When your funds have been stolen, we recognize that the last thing you might want to do is deal with a dispute investigation. The smiONE Dispute Team endeavors to streamline the dispute process while providing exceptional customer service to reduce as much inconvenience and frustration as we can.
Our records show that a dispute was initiated on your behalf on May 20, 2024. Based on the information you provided at that time and compelling evidence found during the investigation, the claim was denied on May 29, 2024. At your request, an appeal was opened on May 31, 2024. Unfortunately,the information you provided was incomplete and did not influence the outcome.
After looking into your claim, our agent reached out to you to discuss your concerns in greater detail and to request more substantial supporting documentation. The documentation you submitted allowed us to re-open your claim. During this review, we found sufficient cause to overturn the previous ruling. The claim was finalized in your favor and final credit was posted to your smiONE card account on June 12, 2024.
Thank you for your patience while we conducted our review. If youd like to discuss your concerns further or have any other questions about your smiONE card account, 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 appreciate your business and look forward to hearing from you!
Sincerely,
The smiONE Team
Customer Answer
Date: 06/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:06/05/2024
Type: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 place is absolutely awful, after The card was orderd from C.S.S four months I have financially took care of my daughter alone, no car its blown up from taking care of her only getting 1% of child support help and week ago I closed my account with them, I was trying to get direct deposit to my bank they never closed it even after filling out my forum, today they finally did I could have got my check by now had they done their jobs, instead of lying.. we are drowning in bills unfairly. Applier be aware. I hope yall make this right Ill delete review.Business Response
Date: 06/10/2024
smiONE values your feedback! Wed like to offer an apology for the difficulty you have experienced in receiving your smiONE card.
We attempted to identify the cause of the issue you described; however, our records show that each card order was sent to production and shipped to the address on file. At your request, your smiONE card account was closed on June 6, 2024, and a check was issued for the remaining balance. The account was re-opened the following day due to your report of a pending deposit. At that time, the address was updated, and a new card was ordered via express shipping. We estimate the delivery of this card between June 12, 2024- June 14, 2024.
In the meantime, 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 visit our website at www.smionecard.com or write to us at P.O. *******************************
We look forward to hearing from you!
Sincerely,
The smiONE Team
Initial Complaint
Date:05/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
SmiONE sent a card to an old address of mine (*************************************) someone at that address received the card on May 14, **************************************************************************************************** the full number but it was (0045) at the end. As soon as the transaction went through it alerted my phone and I had my husband call the card immediately because I was at work at the time. The card company said they couldnt do anything until the amount posted so I waited until the next day and called them again. They started a dispute but then denied me twice now. There is an actual police report and an investigation on going about this. The money was taken from an atm. $293 plus $2.50 for using an atm outside of the network. The atm has photos and video of who done it and clearly showing it wasnt me or anyone I know personally. It was not a family member this was an actual crime with it being prosecuted in the future. SmiONE knows all of this and this last refusal I sent pictures to them showing me actively setting up the new card (them telling me they had to know the last four of my SSN or it wouldnt work) with just my birthday. It was done in 3 easy steps without knowing anything but my name (on the card), the card (the new card) information and my birthday (which is public record and not hard to find at all). They are still denying me my money back for insufficient information. I have done everything I can to show them this is a crime not a joke but theyre still refusing to return my money. I already changed my address to my new one but they still sent it to my old address. Please if you can help in anyway I would seriously appreciate it. I really do need that money returned and smiONE needs better security to activate a card. Its child support so we dont have an option but use smiONE so they should honor their side of being entrusted with peoples money! Thank you!Business Response
Date: 06/06/2024
Thanks for sharing your feedback on your recent experience with smiONE. 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.
Our records show a card was automatically issued to the address on file on April 16, 2024, in advance preparation for the nearing expiration date. You contacted smiONE **************** on May 4, 2024, to update the address on file to your current residence and ordered a new card. This card order and the subsequent card order, dated May 15, 2024, were both mailed to your updated address via standard shipping.
After speaking with you on May 31, 2024, and reviewing the documents you submitted, we found sufficient cause to re-open your dispute claim. As soon as a final decision has been made, you will be notified of our findings within 3 business days. In the meantime, if you have any questions about your claim or have additional information to add, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
Please dont hesitate to reach out to us 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 visit our website at www.smionecard.com or write to us at P.O. *******************************
Sincerely,
The smiONE Team
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