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Business Profile

Prepaid Credit Cards

SMI Card Services, LLC

Headquarters

Complaints

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

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SMI Card Services, LLC has 2 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/07/2023

      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 have had my smiONE card for years. A few days ago I wasn't able to see my balance from the login in screen, so i tried to log in and it was saying there's a connection problem. I thought maybe I needed to update. I go to update and I can't even find the app that is currently installed on my phone, in the app store to even update. I seen another smiONE app, so I installed it to see if I could log in. Still couldn't. So I tried to register my card, and it says it don't even recognize my card. So I decided to try again today... I pushed forgot my password, and gave the info it asked for and it is saying Im putting in the wrong card information but Im not. Its like my account and card if are just gone. And the app I have done even exsist. Below Im showing you the app I have downloaded, and the app that is showing in the app store that's not even installed. Also the message its giving me when I try to sign in.

      Business Response

      Date: 12/13/2023

      smiONE would like to offer an apology for the confusion.After reviewing your account, we identified the cause of your concerns and weve been trying to reach you at the phone number on file to share some information with you.

      In 2019, we announced that we were rolling out some upgraded features to better protect our customers and to enhance the overall customer experience.The ********************** website and mobile app were redesigned, as well, to incorporate these upgrades. During the conversion process, customers were encouraged to register a new profile on the new website to ensure uninterrupted access to mobile banking services as previously established login credentials did not automatically carry over to the new website.

      On December 8, 2023, our records show that you contacted us regarding these concerns. We were pleased to see that our agent was able to assist you with successfully completing the new registration. If you experience any other difficulty, please dont hesitate to give us a call.

      If you have any questions about your smiONE card 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 ****, **********,** *****.

      Sincerely,

      The smiONE Team

      Customer Answer

      Date: 12/14/2023

       
      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:12/07/2023

      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.
      In May we attended the answer in ******* homeschooling experience at the ************* and bought the family package with card #****. We like it so much that we purchased it again for May **** on May 18 For ****** refernec # *********. In September I attended a birthday party at another building at my job and drop the card out of my pocket. A ** work that found the card called smione and they called me and left a voicemail message saying someone had found me card and to give them a call. I did that and they issued a new card. Come November and we find out that we need to go to ****** in May to see my husband sister. I call The ************* and they glad refund the money after I had to prove the reissued card situation because they wanted the numbers from the original card (which I no longer have). Then I see the transaction on my ac**unt but it is in hold status. I call them and they want the original receipt. Like what card makes you submit an original reciept? Especailly after the transaction is over 6 months old... And they can see the same exact amount taken out of the ac**unt.... I will be **nverting my funds over to direct deposit and get rid of this card and ac**unt once this is resolved. Imagine having to submit a reciept to every return you do to a merchant. Ive called twice so far and been on the phone over an hour each time with no resolve.

      Business Response

      Date: 12/13/2023

      We appreciate you bringing this to our attention. We reviewed your concerns regarding the refunded transaction, and weve been trying to reach you at the phone number on file.  

      smiONE and our banking partners are subject to federal laws and banking regulations that require monitoring and validating certain types of activity. This situation called for additional validation due to the mismatch of the business names. After a detailed review of your account, we were pleased to see that the smiONE Dispute Team was able to resolve your concerns on December 7, 2023. Please accept our apology for any inconvenience or frustration this may have caused.

      If you have any questions about your smiONE card 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 ****, **********,** *****.

      We look forward to hearing from you!

      Sincerely,

      The smiONE Team

    • Initial Complaint

      Date:12/06/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My family has had four sudden deaths in the last 6 weeks and I have been traveling between *******, Georgia, **, ********* and ********. Ive been having to empty storage units, and homes, and offices and attend will readings or mediate for others. To begin with, a PrePaid debit card shouldnt be able to be overdrafted- yet, here we are. A gas station rang my total, and my card declined. One of my kids ran up with a fruit cup and I swiped the card again, per the cashier instructions. Turns out both charges DID go through! Again, this shouldnt be possible on a pre-paid card. I disputed the charge, I guess. Couldnt reach them for days and then when I do get through I wished I had not. They are holding my money hostage. They will not allow me to replace my card until speaking with the disputes department. I dont have time to hold any longer as Im using a minute phone. This card does not represent a typical money account, this represents payment for support of my child. I am stranded almost a thousand miles away and they are holding my money over $23.00!?!?! Child support needs to find a different card provider!!!!

      Business Response

      Date: 12/11/2023

      smiONE would like to offer our sincerest condolences to you and your family. We apologize for any additional stress or inconvenience this situation may have caused.

      We looked into your concerns regarding a declined transaction that resulted in a hold on your account balance and have some information to share with you. On November 24, 2023, the smiONE Dispute Team processed an email from you regarding an unspecified transaction that you needed to dispute for an unspecified reason. Unfortunately, your email did not contain enough detailed information to allow us to move forward with filing a dispute and the Dispute Agent responded to your email asking that you contact the smiONE Dispute Team at your earliest convenience. As a precaution, your card was temporarily blocked until we could speak with you directly to ensure that your smiONE card account was secure.

      After a thorough review, our agent contacted you and successfully initiated a dispute on your behalf on December 8, 2023. This dispute is currently in progress, and we will let you know our findings within 3 business days of concluding our investigation. In the meantime, if you have any questions about your dispute or would like to request an update, 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 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 ****, **********, ** *****.

      We look forward to serving you in the future!

      Sincerely,

      The smiONE Team

    • Initial Complaint

      Date:12/05/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This business has excessive decline and other fees, sometime charging them multiple times per day.

      Business Response

      Date: 12/07/2023

      Thank you for reaching out to smiONE.

      We looked into your concerns regarding excessive fees and have some information to share with you.

      Our records show that you contacted **************** on September 22, ************** multiple declined transactions from various online streaming services and a cell phone provider. You were provided with information on the smiONE Card fee schedule listed in the Cardholder Agreement and granted several fee reversals, as a courtesy. We did not hear from you again regarding this matter until you reached out to us through the BBB in June 2022. At that time, our agent attempted to contact you for further assistance but was unable to connect with you at the phone number on file. 

      We reviewed your decline history and found that the declines you were experiencing were being caused by recurring streaming services attempting to charge your card account when there was an insufficient balance. Now that you have replaced your smiONE card, these merchants will no longer have access unless you choose to provide them with the new card information. For more information on using your smiONE Card and a listing of fees that you may be subject to, please refer to the smiONE Card Cardholder Agreement sections titled Using The Card/Featuresand Fee Schedule.

      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 ** at P.O. Box ****, **********, ** *****.

      We look forward to hearing from you again!

      Sincerely,

      The smiONE Team

    • Initial Complaint

      Date:11/25/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wallet was lost, a few of my credit cards in my CCW license were in there. and my card was used without my permission and they dont want to help me fight for my money back and I did provide them with a police report

      Business Response

      Date: 11/30/2023

      Thank you for reaching out and sharing your experience with smiONE. We looked into your concerns about the recent dispute filed on your behalf and have some information to share with you.

      On October 15, 2023, our records show that you notified smiONE via email that you needed to dispute charges on your card account. Unfortunately, there was not enough detailed information included in your email to pursue a new dispute at that time. One of our Dispute Agents responded to your email requesting that you contact the smiONE Dispute Team at your earliest convenience. We received additional email communication from you that allowed us to successfully initiate a dispute on November 12, 2023. Based on the information you provided, the claim was investigated,and you were notified of the findings via email on November 24, 2023.

      After reviewing your concerns, our agent reached out to you for clarification on the details of your claim. She recommended additional documentation that would support your claim being re-opened. This documentation was received and added to your case file for review on November 28, 2023. Once our review is complete, you will be notified of our findings within 3 business days.

      We appreciate your patience while we work through this matter. 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 Team

      Customer Answer

      Date: 11/30/2023

      I am not sure rather to reject or accept until the findings I sent the other paperwork in

      Also please keep my name and info private and not on site please 

      Business Response

      Date: 12/05/2023

      Your appeal information and supporting documentation were received and added to your case on November 28, 2023. Once weve completed our review, you will be notified of our findings within 3 business days.

      In the meantime, if you have any questions about your dispute or would like to request an update, 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: 12/05/2023

       
      Complaint: 20914734

      I am rejecting this response because: I am waiting on final result 

      Sincerely,

      *****************************

      Business Response

      Date: 12/08/2023

      Good afternoon,

       

      SMI Card Services has responded to this customers complaint twice and we have taken all appropriate actions to further assist her. She has accepted resolution through the appeal process, which is ongoing, but can take up to ***** days. This is much longer than the allotted 7 calendar days given by the BBB to provide a response. Her latest rebuttal stated that she is rejecting our last response as she is waiting for the final result, referring to the appeal determination. SMI Card Services would like to have this complaint closed as answered with the option for the customer to re-open/submit a new complaint if she desires to do so at the conclusion of the appeal. There is no further response smiONE can provide until the appeal investigation has concluded.  

    • Initial Complaint

      Date:11/22/2023

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I could put negative stars I would! I was notified of a fraudulent charge of $180.00 on my account, and called smi one IMMEDIATELY. I filed a dispute, and lost due to the fact I authenticated my account. I was irate, of course I authenticated my account!! I had an account there! But as soon as I saw that charge I called. I have since filed an appeal, and lost again. I am a single mother and DESPERATELY NEEDED THAT MONEY BACK! I offered anything I can do to prove this charge was not me. Nothing worked. Its unreal this is their reasoning. I will never have anything to do with this company and cancelling my account today. It is wrong what they are doing to consumers. I think they are a scam and a fraud who is stealing from consumers and NEVER PUTS THEIR CUSTOMERS FIRST.

      Business Response

      Date: 11/28/2023

      smiONE strives to provide an exceptional customer experience and we are truly grateful for your candid feedback.

      Our records show that you first notified smiONE of an unrecognized transaction on October 31, 2023. During the call, you opted to contact the merchant to attempt resolution directly. On November 2, 2023, you spoke with the smiONE Dispute Team to proceed with filing a dispute claim for several recurring transactions going back to February 17, 2023. There were several factors that contributed to the final outcome of your claim and the subsequent appeal, which we would be happy to review with you at your convenience.

      After thoroughly reviewing your claim, our agent contacted you to discuss your concerns and some available options. A satisfactory course of action was reached, and we are standing by to open a second appeal. Once you have obtained the supporting documentation discussed during this call, please reach out to the smiONE Dispute Team for further assistance with opening a new appeal. 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 have any 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 us at P.O. Box ****, **********,** *****.

      We look forward to hearing from you again!

      Sincerely,

      The smiONE Team

    • Initial Complaint

      Date:11/18/2023

      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'm told I'm not allowed to make online purchases with my arrears. Which is money I've spent being paid backbto me that I use to give my son an allowance for chores done. It is my money and no one had the right to tell me what to do with it or whom with or what for. I want online access to my money and like yesterday.

      Business Response

      Date: 11/24/2023

      smiONE would like to apologize for the miscommunication and we appreciate you bringing this to our attention. To clarify, the smiONE card may be used anywhere **** is accepted, including online retailers.

      smiONE is committed to protecting our customers from fraud and one of the many ways our fraud prevention program does this is by utilizing special algorithms to help us monitor, detect, and prevent fraudulent activity.Our records show that the difficulty you experienced with online purchases between November 13, 2023 and November 17, 2023 was caused by high-risk factors that indicated possible fraud. Although usually not recommended, these measures can be lifted at your request.

      We apologize for the inconvenience and hope you can understand our efforts to protect your account. 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 ****, **********, ** *****.  

      We look forward to serving you in the future!

      Sincerely,

      The smiONE Team

    • Initial Complaint

      Date:11/09/2023

      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.
      Unable to reach customer service. None of ********************** card numbers work. Tried online and not recognized as user. Have had card for years.

      Business Response

      Date: 11/14/2023

      Thank you for bringing this to our attention. We apologize for the inconvenience and have looked into the difficulty you described with the smiONE automated system and website.

      We were unable to reproduce the results you described with the smiONE automated system; however, we have logged the details you provided in case of future occurrence.

      The difficulty you experienced with the smiONE card website was due to no record of prior registration for mobile banking. On November 10,2023, we reached out to you to help with the registration process. Our agent sent you a quick registration link, but we show the process has not been completed. If you are still having difficulty setting up mobile banking, please call us at your earliest convenience.

      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 ****, **********, ** *****.

      We look forward to serving you in the future!

      Sincerely,

      The smiONE Team.

    • Initial Complaint

      Date:11/06/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been locked out of my child support card inexplicably with no resolution The app states that it was locked by the user however, I did not.When I followed the instructions to call the # on the back if the card, the number rings as busy.I followed the instructions in the app, sent an email and attempted to call to no avail.Imagine being a si gle mother depending on these funds with a grocery cart full of food to have your card declined with no resolution or explanation.

      Business Response

      Date: 11/09/2023

      Thank you for sharing your recent experience. We apologize for the confusion and the difficulty you had with the smiONE mobile app and automated system. These issues are being looked into further and we appreciate your patience while we investigate.

      smiONE takes fraud prevention very seriously. On November 3,2023, our fraud monitoring system detected high-risk activity being attempted on your card. To safeguard your card account, the card was temporarily blocked until we could verify the recent activity with you. Once our agent connected with you on November 7, 2023, and validated the activity, the temporary restriction was lifted immediately.

      If you have any questions 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 ****, **********, ** *****.

      We truly appreciate your business and look forward to working with you again in the future.

      Sincerely,

      The smiONE Team

    • Initial Complaint

      Date:11/03/2023

      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 tried to submit a claim for an error tht tk place in June. SMIONE cleared over $11,900 in pymnts to a merchant, however the merchant could only account for $7600. Clearly an error . It took SMIONE two months to submit said claim,Aug 11 ,then thy took another 10 BUS DAYS to send me doc they use to ********************* credit ( mere oversight right?) .Aug. 25 th. I returned it within ******************************************************************** know they rec. my docs and if they COULD QUALIFY ME FOR THE CREDIT ! I got two emails BOTH SAID YES. I waited. Bw 9/05-9/25 I *****ED at least 15x and SPENT 173 mins ON THE ***** w cs reps all with NO decision on claim NO update and NO credit. I was told to wait a couple more days.9/25am an agent informed me there had been an INTERNAL REQUEST 9/19 to push my credit THAT WENT UNANSWERED and that it had now been denied with NO DATE ATTACHED. IRONICALLY I GOT THE ***** THAT AFTERNOON. I requested a re review since there were so many errors as well an appeal. I asked for docs thy used to make dec. All of which were irrelevant and then was never given the appeal and I go online to chk my account and the card number had been switched to one I had never rec. or activated and there was a bal. HOW DOES THIS OCCUR?I called in and was told my account had BEEN CLOSED!! No resolution no spec reason to denial other than timing but I had reported it far before they dec to submit it. violations to regulation. E in almost every point. I did nothing but point out the error and this is the resolution? Not to mention this money was from my son's father whom passed away and paid his arrears 23 years later. Thanks a bunch for being considerate . It's a slap in the face and like a quick resolution for the $4000 error or someone to instruct me quickly on how to arbitrate or mediate as no resolution is not an option ! I have documentation of everything stated above to include the CLEAR ERROR IN WHICH THEY REFUSED TO TAKE OWNERSHIP OF. **

      Business Response

      Date: 11/09/2023

      smiONE would like to offer our condolences to you and your family over the loss of your childs father. We investigated your concerns regarding the outcome of a recent dispute, and we have information to share with you.

      Our records show that you first alerted smiONE of your concerns with your transaction history via email on May 19, 2023. Unfortunately,there was not enough detailed information included in your email to file a dispute on your behalf, at that time. To protect your card account, our agent temporarily blocked your card and responded to your email asking you to contact customer service. At the end of June and throughout July, we received additional emails from you regarding this matter and other concerns about receiving a new card. Without being able to speak with you to confirm the details, your concerns were addressed to the best of our ability. On August 16, 2023, the smiONE Dispute Team received additional information from you that allowed us to successfully open a dispute claim on your behalf. The claim finalized n September 25, 2023,and you were notified of the findings via email the same day.  

      On September 28, 2023, one of our agents contacted you to discuss the details of your dispute claim. As a result, an in-depth review of this claim was conducted. Due to sound compelling evidence, the previous ruling was upheld. Our agent reached out to you again on October 4, 2023, to follow up with you with our findings.

      If you 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 ****, **********, ** *****.

      Sincerely,

      The smiONE Team

      Customer Answer

      Date: 11/13/2023

       
      Complaint: 20819770

      I am rejecting this response because: SMIONE provided absolutely no reasoning as to why they violated any of the regulation e items as I submitted. Second SMIONE said sound compelling evidence however they told me they were unable to even get any info from the merchant due to 120 day rule. Third, sound evidence as I've attached here says there's no way that there is NO ***** . FOURTH, MY CLAIM was submitted on August ************************************************************************************************ your response. SMIONE did not clarify my concern on how and why they changed my entire card number prior to closing my account and not notifying me either. I reject this response and request further action be taken to settle this as CLEARLY MY MONEY IS MISSING !!! I REJECT THE RESPONSE BECAUSE..YOU DID NOT ANSWER WHY DURING THE PENDENCY OF THE INVESTIGATION YOU DID NOT CREDIT MY ACCOUNT PROVISIONALLY AS REQUIRED BY. REG. E ? YOU DID NOT ANSWER WHY IT TOOK UNTILL SEPTEMBER 25 TH BUT THERE WAS NO DATE WHEN I CALLED IN THAT MORNING NOR WHY BY REG E YOU SHOULD HAVE SUBMITTED IN MAY THERE WAS NO MORE INFO GIVEN AFTER THAN PREVIOUS OTHER THAN MORE TRANSACTIONS BUT THE ***** WAS THERE I SUBMITTED AND YOU ALL TOOK TWO MONTHS TO SUBMIT IT ON AUGUST 11 NOT 16 THAT IS EVEN INCORRECT. I SUB MY EMAILS TO SHOW THIS ON THE FIRST SUBMISSION OF ATTACHMENTS PLEASE SEE THE TWO ATTACHMENTS HERE TODAY AS THEY SHOW THE EGREGIOUS ***** IN BLACK AND WHITE THERE are  SEVERAL THOUSAND DOLLARS DIFFERENCE IN WHT YOU CLEARED AND WHAT THE MERCHANT SAID THY GOT FROM YOU ALL ..I REJECT REJECT REJECT AND REQUEST FURTHER ACTION BE TAKEN TO REMEDY THIS IMMEDIATELY 

      Sincerely,

      ***********************

      Business Response

      Date: 11/16/2023

      We understand the dispute process can often be confusing and can lead to a lot of frustration. We've been trying to reach you to help you with your dispute claim and answer any questions you may still have.

      There were a number of factors that were considered during the initial investigation and subsequent appeals. We attempted to provide you with this information directly on October 4, 2023, and November 13, 2023. We would be happy to set up a time that works best for you, to meet and go over all your questions in detail.

      In the meantime, if you would like to discuss the final resolution of your dispute claim or the documents you received, please don't hesitate to contact the smiONE Dispute Team. We're 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: 11/17/2023

       
      Complaint: 20819770

      I am rejecting this response because:

      REJECT REJECT REJECT WHY DID YOU NOT CREDIT MY ACCOUNT AT DAY TEN ? YOU ARE NOT TAKING RESPONSIBILITY FOR ANY OF THIS  . I am no.longer willing to accept this as an answer at all I just spoke to someone day before yesterday and they said they called bc of a question I had w my card which had been closed and nothing to do with this dispute this was after waiting for over five minutes and being transferred around. You all are awful. I reject this response again because the only thing I'm willing to hear at this point is my money back in my account. Your own reps there have sided with me and said that y'all are wrong and it's clearly visible on paper when someone can show me where that money was all spent ...but you can't because it wasn't and everyone's passing the buck . AT THIS POINT THERES MORE THAN THAT ISSUE AND YOU ALL ARE IGNORING IT COMPLETELY WHERE IS ACCOUNTABILITY FOR ALL OF THE VIOLATIONS TO REGULATION E THAT WERE COMMITTED BY YOUR INSTITUTION ? You HAVE NOT RESPONDED ONCE TO ANY OF THOSE ERRORS COMMITTED BY YOU ALL . YOU ALL ARE AMAZING AT SAYING YOU ATTEMPT TO REACH OUT AND ITS JUST FOR DOCUMENTATION TO SHOW U PHYSICALLY KAKE A PHONE CALL BUT YOU MAKE ABSOLUTELY NO EFFORT TO ACTUALLY RESOLVE THE ISSUE YOUR REPS ARE UNABLE TO ANSWER THE MOST BASIC OF QUESTIONS SO I REJECT THIS ANSWER . ANSWER WHY YOU DIDNT PROVISIONALLY CREDIT MY ACCOUNT AT THE TEN DAY MARKER AFTER SAYING I QUALIFIED ?? ANSWER WHY YOU TOOK SO LONG TO OPEN THE CLAIM AND PROVIDE ME CLEAR ANSWERS AS TO WHAT THE INFORMATION WAS THAT I GAVE TO YOU SO DIFFERENT THAT YOU WERE FINALLY ABLE TO MAKE THE CLAIM AS YOU STATED MONTHS LATER. ANSWER WHY AFTER BEING TOLD NOT ONCE BUT TWICE YOU DECIDED TO FORGO EVEN PARTIALLY CREDITING MY ACCOUNT WHEN IT CLEARLY WAS ELIGIBLE . ANSWER WHY YOU DID NOT PROVIDE A CLEAR REASON WHY IT WAS DENIED WHEN YOU SENT ME MY DENIAL EMAIL. IT WAS A BASIC AND MOST GENERIC DENIAL NO REASONS AT ALL .??? I SHOULD BE AWARDED FEES ETC TREBLE DAMAGES FOR EACH OF THESE VIOLATIONS BY ARBITRATION IF THIS IS WHAT NEEDS DONE IF YOU ARE UNWILLING TO SETTLE THIS CORRECTLY. I REJECT UNTIL THERE IS A WAY TO RECOOP MY MONEY AND HOLD YOU RESPONSIBLE FOR  YOUR VIOLATIONS I need arbitration 

      Sincerely,

      ***********************

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