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:05/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent a email from ****** that there was possible fraud on my account.. I called them and said yes it was fraud because I only use this card for one thing and don't let anu money go from it.. they tell me they can't talk to me untill I send in some info to them.. I did they still released funds to the scammers even though I said not to I called back they said they can't confirm who I am my documents weren't good enough even though I sent exactly what they asked for now they want more info and are holding my funds and told me they would juat send the funds back to child support... what totally crappy buisness plans.. they won't call back for 2 days they tell me 1 to 2 but I haven't gotten a call yet I have to call themm... I do not... not recommend

  

  Business Response

  Date: 05/14/2024

  Your feedback is very important to us! After looking into the concerns you described, we contacted you at the phone number on file to share some information with you.
  

  On May 6, 2024, our fraud monitoring system detected high-risk activity that indicated your card account could be compromised. A temporary block was placed on the account and identifying documentation was requested to ensure we were only interacting with our customer.
  

  Our records show that your documentation was approved on May 8, 2024. At that time, you spoke with our Dispute Team and a dispute was initiated on your behalf. This dispute claim is currently in progress. When the investigation has concluded, we will let you know 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 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 write to us at P.O. ******************************* 
  

  We appreciate your business!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:05/07/2024

  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.

  This is a harrowing ordeal that demands immediate attention and resolution. A company's egregious negligence not only endangered a life in a third-world country but also withheld vital funds for an intolerable 3.5 weeks $3991, resulting in severe financial repercussions including late fees and imminent mortgage default. Despite persistent efforts to seek assistance, the company's response was shockingly inadequate, exacerbating the distress by falsely accusing the victim of fraud and cancelling essential financial resources. This reprehensible behavior, compounded by callous disregard for the traumatic experiences endured, underscores the urgent need for corrective action. The swift release of withheld funds, closure of the account, and accountability for the company's actions are imperative to address the grave injustices inflicted. Such flagrant disregard for customer safety and well-being cannot be tolerated, and decisive measures must be taken to rectify this appalling situation.

  

  Business Response

  Date: 05/13/2024

  We would like to apologize for any hardship that we may have contributed to, and we hope to restore your trust in us. After a thorough review of your account, we have some information to share with you.
  

  smiONE takes account security and fraud prevention very seriously. On April 17, 2024, an individual contacted **************** for information on a declined transaction. He identified himself as the cardholder and requested to lift our fraud prevention protocols for an extended period. At that time, identifying documentation was requested to ensure we were only interacting with our customer. This individual attempted to access your card account several times over the following weeks and was later identified as your spouse. We regret that it was a frustrating experience, but we hope you can understand our efforts to protect your account.
  

  Your documentation was received and approved on May 8, 2024.If you would like us to authorize your spouse to call in on your behalf, please refer to the smiONE Card Cardholder Agreement, Section 5 Authorized Card Users and Section 6 Secondary Cardholders. When you are ready to proceed, please call the smiONE ************** at your convenience and an agent will assist you through the process.
  

  If we can answer any other questions about your smiONE card account, our agents are here for you 24 hours a day at **************. You can also write to us at P.O. ******************************* 
  

  We look forward to hearing from you!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:04/26/2024

  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.

  Several fraudulent transactions were deducted from my account, once notice I locked my card and contacted the bank on the issues. I transferred the remaining money on account to another card, cancel the card and ordered another one. I was refunded only a portion of the refunds and the remaining had to be put into investigation. The investigation has gone over the time frame (since Oct 2023) and I still havent received my last remaining refund. I contacted the bank, who told me they denied my refund. But to no reason. I ask to have an appeal, havent got a response. Im unsatisfied and feel bullied that this was allowed to happened to me and not properly handled. This company needs to be investigated for actions like this. Because if this can happen so easily whose to say the company isnt the third party attached to criminal activities.

  

  Business Response

  Date: 05/01/2024

  smiONE appreciates your feedback! The dispute process can be a frustrating experience and we apologize for any inconvenience. We appreciate your patience and understanding as we look into this matter for you. 
  
  If you have any other questions about your smiONE card account, please dont hesitate to contact us at **************. You can also write to us at P.O. *******************************
  
  We look forward to hearing from you!
  
  Sincerely,
  
  The smiONE Team

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21629453
  
  I am rejecting this response because:

   

  EXTERNAL EMAIL! Use caution when clicking on links or opening attachments and never provide your User ID or Password.

   

  I contacted the company on today (5-1-24) and was only instructed again that the matter will be expedited and looked into by the distrubute department and someone will contact me in 24 hours. Which is ridiculous. This matter hasnt been resolved since Oct **************************************** got documents on the findings of the case. 
  
  

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

  

  Business Response

  Date: 05/10/2024

  Thank you for reaching out to smiONE. We reviewed your concerns regarding your dispute
  credit and reached you by phone at the number on file.

  After reviewing the account, we have credited back the account and spoke with you
  regarding your concerns. We apologize for any confusion or frustration experienced during
  this time.

  If have any 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 write to us
  at P.O. *******************************

  We look forward to hearing from you!

  Sincerely,

  The smiONE Team

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased and returned some items from footlocker. ********** says they refunded it to this account and then ****** charged the refund back. I do not have any items or my money. The total charged back was $176.55.

  

  Business Response

  Date: 04/29/2024

  We appreciate you bringing this to our attention. After an in-depth review of your account, our agent reached out to you to discuss your concerns in greater detail.
  

  On March 6, 2024, the refunds you described were credited to your account. Unfortunately, one of these credits could not be linked to a corresponding debit. In accordance with federal banking regulations, a temporary hold was placed on this credit, and an email notification was sent to the email address on file. While speaking with you, our agent provided you with the information you needed to have the funds released. The requested documentation was received and approved on April 25, 2024, and the funds were released back to your smiONE card account the same day.
  

  If we can answer any other questions about your smiONE card account or if you would like to discuss your concerns in greater detail, our agents are here for you 24 hours a day at **************. You can also write to us at P.O. *******************************
  

  We look forward to hearing from you!
  

  Sincerely,
  

  The smiONE Team

  Customer Answer

  Date: 04/29/2024

   
  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:04/17/2024

  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 private company titled SMI phone number *************) is hired to collect, process and apply Child Support Payments to individual Child Support/FSR accounts for many States across the country, in my circumstance for the Family Support Registry for the State of ********. Unfortunately, the company is HOLDING back child support checks greater than ***************************************************************************** fact they have, this company SMI has hundreds of complaints on ****** in the State of ********, there is a pattern of fraud that needs to be investigated. I had to have a Federal Agent from the ************** Plan call them for them to agree they had deposited the two checks 3 weeks ago, but naturally SMI still has not applied the funds to my FSR back child support Account.

  

  Business Response

  Date: 04/24/2024

  Thanks for reaching out to smiONE.
  

  On April 18, 2024, we contacted you at the phone number you provided. You confirmed to our agent that you are not a smiONE customer but were seeking contact information for the Colorado Family Support Registry. The phone number and website were provided to you. You can use this information to get the answers to your payment-related questions. We hope this helps.
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:03/29/2024

  Type:Order 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 shut off by smione they reported it as stolen which my card was not infact stolen. I've been waiting over two weeks for a card. When I called they told me my card was never sent. This is ridiculous to cancel someone's card for no reason and then not even send a new card.

  

  Business Response

  Date: 04/04/2024

  Thanks for reaching out to smiONE and bringing this to our attention. We reviewed your account and believe weve identified the source of the confusion.
  

  On March 15, 2024, you emailed smiONE regarding a transaction that you stated you did not authorize. smiONE is committed to protecting our customers from fraud. Upon processing your email, the smiONE **************** temporarily blocked your card to protect the remaining funds. Our agent responded to your email advising you of this temporary block and requested that you contact **************** so we could verify some information with you. The following day, another email was received from you regarding the status of your card. Our agent responded to your email advising you a second time of the temporary block that we placed on your account and requested that you contact ****************. Due to the nature of your emails, we needed to speak with you directly for security purposes.
  

  We were pleased to see that a **************** Supervisor was able to further assist you with a courtesy activation on April 1, 2024. At the end of this activation period, your card was automatically replaced via standard shipping to the address on file. Our records show that you can expect your new card to be delivered between April 7, 2024, and April 10, 2024.
  

  If we can answer any other questions about your smiONE card account, please dont hesitate to contact us. Our **************** Agents are here for you 24 hours a day at **************. You can also write to ** at P.O.Box 2489, **********, ** 30112. 
  

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

  Kind regards,
  

  The smiONE Team

• Initial Complaint

  Date:03/19/2024

  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.

  I have an smione card where I receive child support payments from mahoning county, ****.On February 21 ***************************************** ******* and I was required to send in id to confirm the address change. I did this. I was told my address changed on 2/23/24 On February 23, 2024, I ordered a new card, via us mail. The card never came. On march 5th, I ordered a card via express. They over rode the new address and sent the card to the **** addresses, and that I had no choice.On 3/10 I spoke with a supervisor and he refunded the $20 fee and allegedly ordered a new card.On 3/19, I called to confirm a new card was being shipped. I was given an old tracking number.I need the funds that smione has been holding and they refuse to release to me so I can pay my bills. They refuse to provide an option where I can transfer money from this account to my primary bank. On March 22, my bills for ***** will begin to roll in and my bank account will be in the negative because smione refuses to ship me a card. I called smione and the supervisor refused to speak with me, said his phone would mot transfer. If mu account goes into the negative because I don't receive my card on 3-20 - 22 as promised, i ******************************* for all overdrafts, and fees associated with smione holding my money and refusing to ship me a card to the address where I am currently located.On

  

  Business Response

  Date: 03/21/2024

  We appreciate your patience as we conducted our review. smiONE would like to apologize for any hardships that we have contributed to, and we hope that we can restore your trust in **.
  

  At the time of the first replacement on February 22, 2024, an agent updated your profile with a custom shipping address and replaced your card via standard shipping, at your request. On March 7, 2024, you reported that you did not receive this card. The agent updated your profile with a new custom shipping address and replaced your card via express shipping, at your request. Due to an internal error, this card order was shipped to the primary address on file in ****. We sincerely apologize for this error and the misinformation you received. Feedback and additional training have been provided to prevent this from happening in the future.
  

  We were pleased to see that our Customer Relations Coordinator was able to connect with you on March 20, 2024, and addressed your concerns. The available tracking information shows that your smiONE card is scheduled for delivery today, March 21, 2024, by 7:00 PM. 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 ** at P.O. Box 2489, **********, ** *****.
  

  We look forward to serving you in the future!  
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:03/18/2024

  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.

  SmiOne allowed multiple charges, when, I only submitted for one transaction. They allowed the other transactions to keep taking money after the pre authorized amount was already taken. Once it took ****** for the transaction, SmiOne allowed transactions per individual item concurrent. Then, they slot the ****** in 59$, and 62$ respectively. This put my account in negative. I reported the card lost or stolen. They sent a new card in the mail about 5 days after, still haven't received it. They did not freeze my account like I requested. They continued allowing transactions, and declibed card fees. Then, I still haven't received the new card, and bank already has that card activated. This is too much stress for little money that we have. I need my child's money back. You all are a disgrace, and Liars.

  

  Business Response

  Date: 04/23/2024

  We apologize for the confusion. In this context, an authorization hold, or preauthorization, is a way for merchants in the e-commerce sector to reserve a certain amount of funds in a customers account to ensure the funds are available for processing once the item/s are shipped. When the transaction settles, the amount charged is adjusted to reflect the final cost per shipment. If there are multiple items in your order, it can result in several shipments.
  

  The authorization hold you described was voided in full to your smiONE card account on March 12, 2024, and settled as two separate transactions,indicating two shipments. Our records show that you reported your card stolen on March 12, 2024, through the smiONE automated system and the card was shipped to the address on file via standard shipping on March 15, 2024. We expected that card to be delivered between March 20, 2024- March 22, 2024. On March 27,2024, you reported the card stolen a second time through our automated system. This new card was shipped to the same address on file via standard shipping on April 1, 2024. We were pleased to see this card was activated on April 9, 2024.
  

  During this time, there were several transactions attempted to the stolen card. These transactions were declined as you had already reported the card stolen. When a card is reported lost or stolen, it is automatically retired and can no longer be used to make purchases or withdrawals. Your card account was not assessed any fees as the result of the transactions attempted to the retired card.  
  

  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. ******************************* 
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:03/13/2024

  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 ordered at ****** online, the card accepted the transaction, and took the money. The items shipped at different times, again, the card was charged, different times per delivery. I was charged twice for the items, and I haven't gotten back my money from m the first transaction. Same thing happened with Target, and I'm being charged 3 times for the same items. I need my money back that SmiOne allowed, and supposedly put on authorization hold, and my account doesn't reflect, but, the incoming deposits doesn't align with the transactions. I need my money back.

  

  Business Response

  Date: 03/18/2024

  smiONE would like to thank you for bringing this to our attention. Weve reviewed your account activity and have attempted to contact you at the phone number on file to offer additional assistance. Unfortunately,we have been unable to reach you.
  

  You can review your account activity online by visiting our website at www.smiONEcard.com. Should a dispute be needed, 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. If you have any other questions about your smiONE card account or would like to request paper statements be mailed to you, please dont hesitate to contact ** at **************. You can also write to ** at P.O. Box 2489, **********, ** 30112. 
  

  We look forward to hearing from you!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:03/06/2024

  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 use cash app periodically to give my daughter her child support payments. My daughter stole my card from me and used cash app to send herself the money. I have been really upset because I honestly did not do it and I wanted my money back and I think I deserve it back because I did not authorize the charges. *** contacted cash app and I wanted her account closed.

  

  Business Response

  Date: 03/12/2024

  Thanks for reaching out to smiONE! We looked into the concerns you described and have attempted to contact you at the phone numbers on file to offer further assistance. Unfortunately, our agent has not been able to connect with you.
  

  After researching your smiONE card account activity, we were unable to determine which transactions need to be disputed. The last Cash App transaction found was dated November 13, 2023. Since this time, there have been seven deposits posted to the account. These funds were spent at various point of sale businesses. If a dispute is needed on your smiONE card account, the ********************** 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 have 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 write to ** at P.O. Box 2489, **********, ** *****.
  

  We look forward to hearing from you!
  

  Kind regards,
  

  The smiONE Team

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21392798
  
  I am rejecting this response because:

  I did not authorize the charges on the dates indicated above. My card number was taken from someone who did not have the right to use it at all. Since then I AUTHORIZED THE 108.00$ charge to Cash App. I put the money in myself and deleted her card number. She does not have my card number, I ordered a new card. I give ***** her child support from her dad to buy clothes and shoes. That particular date 2/9/2024, I DID NOT authorize charges in the amount of ***** at all. That money is needed for my bills. I would appreciate if you could give me a provisional credit. I do not appreciate unauthorized charges not done by me. 
  if you need to reach me you can contact me at ************** 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/14/2024

  A thorough review of your account activity was conducted. We did not locate any transaction to Cash App for the amount you indicated, nor were there any transactions processed to your smiONE card on February 9, 2024. We attempted to contact you at the phone number you provided to offer further assistance, but our agent was unable to speak with you.
  

  To review your account activity online, please visit the smiONE card website at www.smiONEcard.com. If a dispute is needed, 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. Please give us a call at your earliest convenience if you still need assistance.
  

  Sincerely,
  

  The smiONE Team

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21392798
  
  I am rejecting this response because:
  The response was terrible. I provided pictures to support my claim and you didnt see it?

  Thats unprofessional.

  However the credit was issued.

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