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:02/17/2024
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 filed a dispute with SMIone. Within a day of me filing the dispute, they came back with a decline on the transactions being done due to the fact that the correct pin number was used. I filed an appeal because that's the whole definition of fraud is they know your information and they use it. A woman called me and let me know that a phone call was made to ask to increase the limit. That is what I realize that it was my mother who took my card and you used it without permission. They asked me if I've ever given my mother permission in the past to use my card. I said yes in the past but I did not give her permission to use it this time. Due to the fact that I had given her permission in the past they declined my dispute again. I will not be getting a refund for the money I didn't use even though they didn't know that she had permission from me. They said that because I did not know notify them that she no longer was authorized to use the card. They're declining my dispute. Excuse me, you guys didn't know she was authorized to use the card in the first place until I told you. So me being honest caused me not to get the money back that I didn't even use. If it wasn't for my child support coming to this card I would never ever use them and I definitely aren't recommending them. In order to get my money back I should have lied and now I have to file charges on my own mother as well as figure out how to feed my kids and not loose my house because they came with BS about me not calling them to let them know she couldn't use my card when I never called to let them know she could it BS. I not only got screwed by my mother but SMIone as well
Business Response
Date: 02/26/2024
The dispute process can be an inconvenient and frustrating experience. The smiONE Dispute Team strives to streamline the dispute process while delivering exceptional customer service to eliminate as much of that frustration as we can. We appreciate your feedback and the chance to improve our services.
Our records show that a dispute was initiated on February 5,2024. During the investigation, compelling evidence was found to support the final resolution, dated February 9, 2024. The evidence in this initial ruling did not include the prior authorization of your mother to use your smiONE card. At your request, an appeal was opened the same day. Due to no new information being provided, the previous ruling was upheld, and the appeal claim was denied. If you would like to discuss the final ruling further or if you would like to request a copy of the investigation documents, 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.
For more information regarding authorized card users, please refer to Section 5 of the smiONE Cardholder Agreement where it outlines the expectations and liability for authorized card users.
5. Authorized Card Users
You are responsible for all authorized transactions initiated and fees incurred by use of your Card. If you permit another person to have access to your Card or Card number(s), we will treat this as if you have authorized such use and you will be liable for all transactions and fees incurred by those persons. You are wholly responsible for the use of each Card according to the terms and conditions of this Agreement.
Should you have any other questions about your smiONE card account, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box 2489, **********, ** 30112.We look forward to serving you in the future!
Sincerely,
The smiONE Team
Customer Answer
Date: 03/01/2024
When I filed my dispute SMI one had no idea that I had given my mother permission in the past to use my card one time. Which on turn their defense of because I gave her permission in the past this dispute is not valid and I am responsible. *** one also said that because I didn't notify them that she didn't have permission I am responsible. How am I supposed to notify them of something I never notified them of in the beginning? The only reason they know it happened one time on the past is because I was honest and told them when they asked, if I had said no then the dispute would have been valid.Business Response
Date: 03/07/2024
We apologize for the confusion.
As you stated, at the time of your dispute, we were not aware that you had previously authorized your mother to use your smiONE card. That information was not a consideration in the final dispute outcome. We did not become aware of this information until our agent reached out to you on February 13, 2024, after your appeal had been finalized. If you would like to discuss the final ruling 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.
If you have any other questions about your smiONE card account, please dont hesitate to contact ** at **************. You can also write to ** at P.O. Box 2489, **********, ** 30112.
Sincerely,
The smiONE Team
Customer Answer
Date: 03/07/2024
Complaint: 21309059
I am rejecting this response because: you just told me that my mother using my card was not the reason for the denial yet you sent me this attachment explaining my denial and the attachment is about card holder possession. You just lied because that is the reason for the denial otherwise my claim should have not been denied. Y'all don't make any sense
Sincerely,
************************************Business Response
Date: 03/13/2024
A thorough investigation of your dispute claim was conducted.This information was made available to you on February 9, 2024. If you would like to discuss the final ruling more in-depth, 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, please dont hesitate to contact ** at **************. You can also write to ** at P.O. Box 2489, **********, ** 30112.
Sincerely,
The smiONE Team
Customer Answer
Date: 03/13/2024
Complaint: 21309059
I am rejecting this response because: they're avoiding responsibility. They want to tell me that me giving my mother permission in the past was not a reason for the final decision yet it was and they sent me correspondence to back that up. But once I say hey you sent me the correspond and saying this is the reason even though you guys didn't know. So that doesn't make any sense now of a sudden it's over. If you want to discuss it further, call the office. You're avoiding the conversation. You're avoiding responsibility. So no, I reject the response. It'd be different if they're like. You know what we did mess up. We take responsibility. We can't refund all of the dispute but will give you some of it back. That would be a better response than to keep acting like you guys didn't reject me over. Something that you guys didn't even know about.
Sincerely,
************************************Initial Complaint
Date:02/02/2024
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 is a scam! PREDATORY BANKING ******* child support puts payments here and smione holds your money hostage. I have $8,000 and they REFUSE to give me my money unless I want to go to an ATM daily and remove $400 a day for $1.75 fee. This isn outrageous. I never agreed to these terms ************ is PREYING on people who get child support!In addition, every time I attempt to get groceries at ALDI or PUBLIX they DENY the transaction? For groceries? Denial for the basic purchases every time They need to be put out of business. They are hijacking my funds. How can they be in business?DO NOT EVER ALLOW YOUR CHILD SUPPORT TO BE PUT ON SMIONE CARD! unscrupulous and illegal!************ is one step away from theft!!!!Business Response
Date: 02/07/2024
Thank you for your feedback! smiONE welcomes all opportunities to improve our customer experience. Weve been trying to reach you to discuss your concerns and to share some additional information with you,but our agent has not been able to reach you at the phone number on file.
The Platinum smiONE **** debit card is a prepaid debit card that can be used everywhere **** is accepted. The smiONE Cardholder Agreement instructs the cardholder not to activate or use the card if you do not agree with the Terms of the Arbitration Agreement. Our records show the phone number on file activated your smiONE card on February 7, 2023. If you wish to revoke your agreement to the Terms at any time, please dont hesitate to contact **************** at your earliest convenience.
The difficulty you described having with the specified merchants was caused by high-risk factors that indicated possible fraud. smiONE is committed to protecting our customers from fraud and one of several ways our fraud prevention program does this is by utilizing special algorithms to help us monitor, detect, and prevent fraudulent activity. Although 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 have any other questions about your smiONE card account or wish to discuss your concerns further, our agents are here to help you 24 hours a day at **************. You can also write to ** at P.O. Box ****,**********, ** *****.
We appreciate your business and look forward to hearing from you!
Kind regards,
The smiONE Team
Customer Answer
Date: 02/07/2024
Complaint: 21236485
I am rejecting this response because:
A $5 or $10 transacrion at Aldo or Publix grocery store is never high risk. You approve $100 and $400 transaction for online purchases - THAT IS HIGH RISK!
SMIONE is a DECEITFUL AWFUL BANK PREYING ON POOR women getting child support.this company should be run out of business. UNETHICAL!
Sincerely,
***********************Business Response
Date: 02/13/2024
We apologize for the confusion. In this context, the term high-risk does not solely refer to a transactions dollar amount. A combination of factors is considered when determining the potential fraud risks associated with completing a transaction.
One of the contributing factors we found during our review was multiple attempts to use an invalid PIN at both businesses. Please give us a call at your convenience if you need help resetting your PIN. If a dispute is needed for the online purchases you referenced, 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.
Sincerely,
The smiONE Team
Customer Answer
Date: 02/13/2024
Complaint: 21236485
I am rejecting this response because they are a deceitful company. I never used a pin. Anything to keep the clients child support money from them! Never use this illegitimate company.
Sincerely,
***********************Initial Complaint
Date:01/18/2024
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.
I filed a dispute with smiONE on 12/16/2023 totaling $1,190.16 for fraudulent transactions (from 10/22-4/23) on a prepaid card that receives child support payments. Firstly, my son was 30 years old when the payments began. I had no reason to suspect that I had received payments! I didn't know that I had been issued a smiOne card. That card was stolen and used at different stores and online. To this day, I have not spent any of the money deposited on the smiOne card. I don't trust this company because they rejected my claim to refund the money that was obviously stolen. After creating an account, the inbox had more than 50 notifications from smiOne declining transactions, over four months, for exceeding the balance at the time of the attempted purchases. To me, the declinations should have signaled that there was a problem as an authentic card owner would know the balance before making a purchase. In addition, the declinations were repetitive -- several times per day and minutes apart. After six months, the fraudulent activity stopped. Once I learned of the child support payments (5 months later) from the father, I set up an automatic deposit through the Ohio Child *************************** I still didn't know anything about smiOne and the fraud until I tried to access the remaining balance and needed to request a replacement card. Needless to say, I haven't activated the new smiOne card or used those funds -- I don't trust this company.Business Response
Date: 01/25/2024
Your feedback is greatly appreciated. We looked into the concerns you described regarding a recent dispute and have some information to share.
Our records show you first notified smiONE of unrecognized activity on December 16, 2023. You advised that you had never received the smiONE card issued to you in 2021 and had ordered a new one on November 30, 2023. This new card was shipped to the same address via standard shipping. We were pleased to see that you received your new card and activated it on January 22, ****.
Based on the information you provided, a dispute had been initiated on your behalf. On January 2,****, this dispute finalized as no error found. There were several factors and significant compelling evidence that contributed to this outcome. We would be happy to set up a time to discuss this information and available options with you, at your convenience. 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 questions about your smiONE card account or want to discuss your concerns further, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****, **********, ** 30112.
We look forward to hearing from you!
Sincerely,
The smiONE Team
Customer Answer
Date: 01/31/2024
The company asked me to submit a police report and I did. According to them, the police report will confirm that I did not make the fraudulent purchases and boost my claim. Thus, I filed it the next day, 1/23/24, and I have not heard from smiOne. Interestingly, the representative admitted that the number of transactions declined in rapid succession should have triggered their fraud alert system but it failed in my case.
Business Response
Date: 02/05/2024
smiONE appreciates your patience as we conducted our review.After speaking with you and reviewing the documents you submitted, we found sufficient cause to re-open your dispute claim. A determination has been reached, and you should have received notification of our findings on February 2, **** via email.
As a reminder, 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 wish to discuss the final ruling further. If you have any questions about your smiONE card account, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****, **********, ** 30112.
Sincerely,
The smiONE Team
Customer Answer
Date: 02/06/2024
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:01/18/2024
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.
My previous name (name on the card) is ***************************** and I live in *****. My debit card, provided by the ***** *********************** for child support payments, was compromised on December 23 and was flagged by SMIOne and shut off. ON the 28th, i noticed the fraudulent charges and reported by card stolen and reported it. On December 23, i had family pictures made at 2 and went to a movie in ******** ** at 4pm. I have never been to **************. I filed a dispute with SmiOne card services, after 'their investigation' they reported no fraud had occurred. I have filed a report with the local police. My physical card is in police custody. other than that, the card has not left my possession. I am at a loss of what to do about getting my money back. I am begging for help, this is money designated for my daughter and her living expenses and I am a single mother working two jobs.Business Response
Date: 01/23/2024
Thank you for sharing your recent experience with smiONE. Wed like to apologize for the frustration that can often accompany the dispute process. After reviewing the concerns described in your complaint, a detailed review of the dispute claim was conducted.
On January 19, ****, we contacted you for additional information to add to 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 January 22, ****.If you have any additional questions regarding your dispute claim or the final ruling, please dont hesitate to reach out to the smiONE Dispute Team. Were 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 questions about your smiONE card account or want to discuss your concerns further, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****, **********, ** 30112.
We are truly grateful for your patience while we worked to resolve your concerns.
Sincerely,
The smiONE Team
Initial Complaint
Date:01/10/2024
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.
My account was compromised on December 26th as soon as I saw the transaction I contacted smiONE they locked the card and I told them about the transaction that occurred in another count far away from where I reside. The next day after the card being deactivated I saw another attempted charge that was in another town yet again far from where I reside while I was on the phone with the customer service agent which they informed me that they see it on their end and have notated it on my account. Now today January 8th Ive received an email stating that no error has occurred and that the transaction for $204 will not be refunded to my account even after all the proof that the card was compromised. This is a blatant disregard for the facts even with the proof right in front of them and this is bad business etiquette.Business Response
Date: 01/17/2024
Thank you for reaching out to smiONE and bringing this to our attention. We appreciate your patience while we looked into your dispute concerns.
Our records confirm that a dispute claim was initiated on your behalf on December 28, 2023. Based on the information you provided, the claim was finalized on January 8, **** as no error found. Your request to reopen the dispute claim has been received and the appeal is ongoing. Once our review is complete, you will be notified of our findings within 3 business days.
If you have any questions about your smiONE card account or want to discuss your concerns further, our agents are available 24 hours a day at **************. You can also write to ** at P.O.Box ****, **********, ** 30112.
smiONE appreciates your business and we look forward to serving you in the future!
Sincerely,
The smiONE TeamInitial Complaint
Date:01/10/2024
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.
Having trouble with SMIONE CARD SERVICEBusiness Response
Date: 01/16/2024
smiONE strives to provide an exceptional customer experience while maintaining the highest levels of account security. After looking into the concerns you described, we have some information to share with you.
On October 13, 2023, you contacted smiONE to report unrecognized activity. During this call, it became evident that multiple individuals with access to your personal information had been calling in and compromising your account. At that time, identifying documentation was requested to ensure we were only interacting with our customer. A dispute was initiated on your behalf on October 19, 2023 based on the information you provided. Once valid documents have been submitted and approved, we will be able to assist you further.
We apologize for the inconvenience and hope you can understand our efforts to protect your account. If you have any questions about your smiONE card account or want to discuss your concerns further, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****, **********, ** 30112.
Sincerely,
The smiONE TeamCustomer Answer
Date: 01/16/2024
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:01/02/2024
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.
Horrible Company I have been trying to fight a fraudulent transaction with this company for over two months now. I am a **************************** Teacher and have worked with several financial institutes, if it was not for my ex-husband having to pay through this company, I would definitely rid my business with them. I was alerted via email and text that a transaction for ****** was made at a local ***, I immediately called SMI customer care team to inform them that I was home and had the card in my possession, and the representative began to ask several questions. After answering ******* placed my complaint with the fraud department. Three weeks passed and I called to check on the status of my claim, the representative then explained that they denied my claim due to me having the card in my possession. I asked for an immediate overturn of their decision based on speaking to the *** manager who gave me the direct name and phone number of the store in question. The manager also asked that *** contact them for surveillance footage showing I was never in the store nor was there anyone using the machine at the time of this "transaction." all of my complaints were avoided and ignored, yes, I am out of $****** and Its nothing else I can do, I feel violated and suggest that it is the company that is stealing money from our accounts. They did not do an investigation in this matter as they claimed to have, they never called ***, never tracked my card, and could not answer any of my questions including how I have my card, yet someone has the ability to not only take $****** out of my account but also check my balance before taking it out. If all monetary institutions state they have safeguards against these types of fraudulent transactions, this company lied and did not stand on its policy.Business Response
Date: 01/08/2024
Your opinion matters to smiONE, and we are truly grateful for your candid feedback. Our agent has attempted to contact you at the phone number on file for additional information but has been unable to reach you.
Our records confirm that you contacted smiONE on October 20,2023, and reported an unrecognized ATM withdrawal. A dispute was initiated on your behalf the following business day, October 23, 2023. When the claim finalized on November 6, 2023, notification was sent to you at the email address on file. After speaking with the smiONE Dispute Team on November 7,2023, your claim was re-opened; however, because there was no new information provided,the previous ruling was upheld.
After reviewing the concerns described in your complaint, a detailed review of your dispute claim was conducted, and we have some information to share with you. At your earliest opportunity, please reach out to the smiONE Dispute Team for an update on your claim. We 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.
If you have any questions about your smiONE card account or want to discuss your concerns further, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****, **********, ** 30112.smiONE appreciates your business and we look forward to serving you in the future!
Sincerely,
The smiONE Team
Initial Complaint
Date:12/26/2023
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.
December 6th 2023- I received 1 email from SMIone regarding trying to get ahold of me about Fraud. I called them and they stated my account was locked due to fraud. I did not receive any calls from them even though they stated they had called. (I had recently had card issues with SMIONE (I requested a new card and they shipped one out prior to changing my address) and my direct deposit wasn't set up fully with work yet so I was utilizing a different account and transferring that Money into my SMIone account from my Bluebird account.)I made a transfer from my bluebird bank (2nd transfer from Bluebird to SMIONE) account to my ********************** account in order to pay bills, however now the money I transferred was locked. The initial call didn't really give me any info other than it was fraud. Several calls later, Smione stated I had to send them in my entire divorce decree (32 pages), along with a selfie with my license, a copy of my birth certificate, and a notarized letter stating I can transfer money from my Bluebird account to **********************. I provided all those documents, along with the notarized letter, 1st 2 pages of my divorce decree stating I am who I am, along with selfie, birth certificate, past license, and new license and my account is still locked. I have all account details, along with automatic child support payments deposited into this account since **** changed services. I have had this account for many years. I am now being ignored via email. I would like my account unlocked immediately.Business Response
Date: 12/29/2023
We truly appreciate you bringing this to our attention. We were able to identify the source of the confusion and have been trying to reach you at the phone number on file.
The transfer you described came under a name that is not associated with your smiONE card account profile. When this situation arises, smiONE and our banking partner are required under federal laws and banking regulations to comply with verification standards. These standards include verifying any persons identity that transacts with smiONE and maintaining records of the information used in verifying the persons identity.
Your documents were approved, and your card was successfully reactivated on December 26, 2023. We understand this can be a frustrating experience and hope that you will accept our apology for the inconvenience.
If you have additional questions about your smiONE card account or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****,**********, ** 30112.
We look forward to hearing from you!
Sincerely,
The smiONE Team
Customer Answer
Date: 12/29/2023
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:12/21/2023
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 filed a dispute with SMIONE for fraudulent charges to my account on 12/12/23. My card was stolen and used consecutively on 11/26, 11/27, and 11/28. Not once was I notified about these transactions that were not consistent with previous activity on my account by **********************. After I made the discovery that my card had been stolen and fraudulent charges were made to my account I called ********************** to initiate a dispute. I was confident that I would be honored the provisional credit as none of these charges were associated to my name. After 10 days I was informed that my claim was denied. None of these transactions were made in the zipcode where I reside and transactions were also made while I was at work and could not have possibly physically made. I feel as if this is negligent on their part in many aspects. The investigation was not thorough and the evidence clearly suggests these charges were not made by me.Business Response
Date: 12/27/2023
smiONE would like to apologize for the inconvenience and frustration that commonly accompanies the dispute process. We understand it can be a trying experience to endure.
We conducted a thorough review of your recent dispute claim and, after speaking with you, we found sufficient cause to have the claim reopened. As soon as a final determination is reached, you will be notified of our findings within 3 business days. We truly appreciate your patience while we work to resolve your concerns.
If you have any questions about your smiONE card account or want to discuss your concerns further, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****, **********, ** 30112.
smiONE appreciates your business and we look forward to serving you in the future!
Sincerely,
The smiONE Team
Initial Complaint
Date:12/16/2023
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.
The services from this company are not useful. They charge for every little thing like lost card fee. Also The app is not user friendly at all I'm not able to transfer money to any other bank. So my question is why do they have a state account that houses my child support payments. It is not a very useful app at all and I would also like to see full statements.Business Response
Date: 12/21/2023
Thank you for sharing your experience with smiONE. We truly value your feedback and welcome the chance to learn how we can better improve our services. We have been trying to reach you to discuss your concerns and to share some additional information with you, but our agents have not been able to reach you at the phone number on file.
The description of your concerns included a disputed amount of $2,000, but no other information regarding the transactions to be disputed. If a dispute is needed, please reach out to the smiONE Dispute Team at your earliest opportunity. Were 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 questions about your smiONE card account or want to discuss your concerns further, our agents are available 24 hours a day at **************. You can also write to ** at P.O. Box ****, **********, ** 30112.
We look forward to hearing from you!
Sincerely,
The smiONE Team
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