Complaints

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:05/28/2025

  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 purchased a phone through smart pay Within 2 weeks of having the phone I was having issues with it Within about a month I called to complain about itThey told me to try a few things at home see if it helped matters things like power off the phone and power it back on an do an update of settings reset and options like that which of course did not work So I called them back again asking them what can I do about this phone they told me that I need to call ******** **** and return it with them since that was my carry So I called ******** **** they told me that I need to return it through Smart pay Needless to say I wasn't able to return my phone. And it says On smart pay's website that I should be able to return my phone through smart pay I deal with a bad phone since week 2 of purchasing it ,had to make the payments on it made 14 payments on it until it was paid off because they kept taking it out of my account After I asked them not to, because I was paying for something that was broken or I couldn't use .They still took their payments out with no consideration..I did everything in my behalf to solve this ,I reported it right away that it was no good, I made 15 payments on a phone i was only able to use for 2 weeks ,how is that fair ? How is that even legal? I'm asking fir the 15 payments refunded back to me . $385.00...I had a working phone for two weeks that was all..

  Business Response

  Date: 06/03/2025

  To Whom It May Concern: 
  

  We want to thank *** ******* ******** for contacting Tempoe regarding his previous lease. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise we have three records of *** ******** contacting Customer Support via email. The first email stated the device was having issues and was damaged. Since the device isn't covered by a replacement plan a response was sent explaining *** ******** would need to contact either the service provider or the manufacturer to check eligibility for a replacement or exchange because SmartPay only facilitates the lease and cannot replace the device. If *** ******** spoke with ************ and they directed him back to SmartPay that is due to his device not being eligible for replacement/ exchange. *** ********** option, at that point, would be to return the device, which would close the lease. At no point did *** ******** call in and request to return the device. *** ******** then sent a second email stating the phone was damaged and was again told to contact the service provider or manufacturer about replacement/ exchange options since no further information was provided. A third email was received from *** ******** again stating the device was not working properly. Again a response was sent explaining the customer would need to contact the service provider or manufacturer about a replacement/ exchange. Each response email also explained if *** ******** has any further questions or concerns to call Customer Support. At any point after the lease started *** ******** could have contacted Customer Support about the issue. By calling into Customer Support more information could have been provided, questions could have asked and after Customer Support had been made aware that *** ******** had already contacted the service provider an agent could have reviewed the return process. The return process does need to be completed on the phone, as information does need to be verified, in order to create a return label. *** ******** provided a screenshot of the website explaining the return process. During the email exchanges *** ******** did not request to return the device. At this time, we decline to refund the payments made towards the lease. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I do not feel I was answered properly or directed properly into fixing this issue. The information from what I understood that I was given was that I could not return the phone bottom line Never did they tell me if I call another number customer service support I can get another phone it'll all be taken care of like they're explaining that was not explained to me what should have been Regardless at the end of the day I was stuck paying on the phone for months that I could not use that was damage in the very early beginning And when calling in about the phone I should not here or call there it should all be taken care of when I called the very first time and give playing about the problem things should have been taken care of right then and there I should not have dragged on that long Incompetence or lack of knowledge whatever it may be It was not direct it properly and it taken care of this matter and getting a new phone And was still left to make the payments on it for months after I don't think I'm asking for very much and I think I'm being very fair and reasonable about it
  
  
  
  
  Regards,
  
  
  
  ******* ********
  
  

  Business Response

  Date: 06/09/2025

  To Whom It May Concern: 
  

  We want to thank *** ******* ******** for contacting SmartPay regarding his previous lease. We completed an investigation into the matter and advise *** ******** was provided with a copy of his lease at the time of origination. Within the lease, Section 11, pertains to terminating to lease by returning the device. Since *** ******** never provided additional information, or called Customer Support for assistance SmartPay was unaware of the steps taken by *** ********. This is why all emails sent to *** ******** directed him to call Customer Support with any additional questions or concerns. A copy of the Lease Agreement has been attached for *** ********** review. At this time no refund will be issued as the lease is closed.
  

  We sincerely apologize for any confusion regarding *** ********** lease with SmartPay
  

  Sincerely, 
  

  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:05/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became disabled and my account became delinquent. As of 5/2/25, I paid just under $700 to resolve my account with SmartPay, to a third-party debt collector the account was sold to. Upon trying to reactivate my device after paying the debt in full, I was told by ************ that I need to contact SmartPay to remove the SIM restrictions on my device. I contacted the third-party debt collectors (******** ****** ******** & *******) and I was told by both to contact SmartPay. SmartPay claims that they sold account and have no control over the device, effectively giving me the run around. I am out of options and I have now spent precious time and money, making phone calls and sending emails, all to be passed off to someone else and essentially spinning in circles to no avail.

  Business Response

  Date: 06/03/2025

  To Whom It May Concern: 
  

  We want to thank *** ******* ******** for contacting SmartPay regarding her account. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise *** ********** account defaulted and was sold to ******** ****** ********. After an account is sold SmartPay is not able to make any changes to that account, including removing any restrictions placed before the sale date.
  

  We sincerely apologize for any confusion regarding *** ********** account
  

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never bought anything from this company. Never even heard of them. They have collection agencies such as ******* ********* ******* or ******** ****** ******** that will not leave me alone after I told them I didn't buy anything with SmartPay. I'd appreciate it if they would leave me alone as this has been going on nonstop for several months via phone calls, texts, bills in the mail, and emails.

  Business Response

  Date: 05/19/2025

  To Whom It May Concern: 
  

  We want to thank *** ***** ****** for contacting SmartPay regarding his account. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise a lease for a cell phone was created at ****** **** ******** **** ************ *** *****. According to the lease two ****** ** phones were purchased. We have attached a copy of the lease agreement for review. Our records indicate that the lease defaulted and was sold to ******** ****** ********. For any questions or concerns, please contact the Third-Party agency directly at ###-###-####. We would have no additional information as we are not the current owner and have not contacted *** ****** since the date of sale.  

  All consumers should be aware, for any organization to thoroughly investigate and resolve claims of identity theft, the organization may request that the consumer provide additional documentation to complete the investigation. Documentation may include: 
       A signed copy of an Affidavit of Identity Theft. 
       A copy of a police report alleging identity theft which specifically lists the loan; and 
       A copy of the consumer’s personal identification, such as driver’s license or other government-issued photo identification. 
  Consumers can learn more about handling identity theft, by contacting the Federal Trade Commission at ****************, calling (877) IDTHEFT (438-4338), or writing to the Federal Trade Commission, Consumer Response Center, 600 Pennsylvania Avenue, NW, Washington, DC 20580. Any consumer that suspects they may be the victim of identity theft may also want to reach out to their local law enforcement agency to report the identity theft. 
  
  Sincerely, 
  

  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  I have never signed any lease agreement related to any ******. I also do not see a copy of any lease agreement in the response. I have never been to the ***** store at this location. Also, I don't even have an ****** - I use *******. This sounds like nonsense and a complete scam. Again, I want this business and any of its affiliates to stop contacting me.
  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 06/11/2025

  To Whom It May Concern: 
  

  We want to thank *** ***** ****** for contacting SmartPay. The Lease Agreement is attached for review. If *** ****** believes the lease was created fraudulently he would need to file an ID Theft claim at ****************.

  
  Sincerely, 
  

  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  This is not me. It's not my email address and there's no handwritten signature. The IP address also isn't mine, but the lease was supposedly created in a ************ ***** store so I'm not sure why it's even an electronic signature anyway (there's also no mention of ***** anywhere in the lease). Maybe you are looking for another person with my name, or maybe you are making up documents out of thin air, but either way I've been getting harassed non-stop, and my family wants it to stop. That is the only resolution I am willing to accept.
  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed a charge on my account that I did not recognize; I contacted my bank and they said I have to deal with the merchant and the merchant is refusing to give me my money back. I didn’t not authorize this charge.
  
  They gave me a cancellation ticket number ********; but my money still has not been returned; they refuse to speak to me anymore when I call in.

  Business Response

  Date: 05/19/2025

  To Whom It May Concern: 
  

  We want to thank *** ******* **** for contacting SmartPay regarding a charge to her debit card. We completed an investigation into the matter and advise a refund, of $119.47, was issued to the card ending in **** on 5/09/2025.

  We sincerely apologize for any confusion regarding *** ****** debit card.
  

  Sincerely, 
  

  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:03/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My identity was stolen to purchase a phone from this company. I never ordered or received any product from this company. The person who ordered it got an iphone 15. Not sure where or who it was delivered to but now creditors are trying to collect payment from me.

  Business Response

  Date: 04/06/2025

  To Whom It May Concern: 
  

  We want to thank *** **** ******** for contacting SmartPay regarding ID Theft. The Company has investigated this complaint and offers the following explanation: we have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review. If the Fraud team determines that there was potential ID theft, a case will be opened, and the fraud analyst assigned to the case will reach out to *** ******** to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with *** ******** to remove any information from her credit file associated with the matter. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ill keep it short and sweet. I had to file a dispute with my bank from the beginning of my encounter with SmartPay. They messed an order up and refused to rectify it. I was granted my disputes and received my funds back.
  
  Now as of this last week they are attempting to withdrawal $750 from my account. This is where it becomes borderline illegal. There was no purchase or agreement on my end for anything at this absurd amount. My plan was for them to take $11 out of my account monthly for the lease of a phone.
  
  Currently my phone is locked until I pay at least $150.
  
  At this time I'm just done with them and have moved on to another provider.

  Customer Answer

  Date: 03/23/2025

  I do still have the phone however I cannot use it anymore because they put a lock on it through ***** wireless. The original price was $249. But I set up a payment plan which requires me to pay $7 a month. They keep trying to bill me for $150. I've only had the phone for a month and a half. I had to purchase a new phone and a new plan with a different.number. this alone has caused a lot of frustration and inconvenience. 

  Literally every day I wake up to a notice that I had a charge from them for the amount noted above. 

  When I try to contact them, they say they can't find my account. So I can't find a solution to this problem. Which is why I reached out to you. If you require more information, please let me know.

  Business Response

  Date: 04/15/2025

  To Whom It May Concern: 
  

  We want to thank *** ***** ********** for contacting SmartPay regarding his account. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise a lease was created through SmartPay with ***** Wireless on 12/30/2024. We would like to remind *** ********** that SmartPay is the lessor and does not determine any of the specifics of the lease terms, but simply administers those terms on behalf of ***** Wireless. This is a rental purchase transaction:
  - *** ********** will acquire ownership after 15 payments are made. No ownership until paid in full.
  - *** ********** can purchase the property for less under the early purchase option.
  - Our Purchase Price: $279.99
  - Scheduled Payment Amount for Leased Items: $35.22
  - Scheduled Payment Amount for Non-Leased Items: $0.00 + taxes & fees
  - Rental Period: 15 months
  - Payment Schedule: Every 30 days
  - Total of Payments: $528.30
  - Cost of Lease: $231.51
  

  An initial payment of $67.62 was taken to establish the lease. The device was shipped from ***** Wireless, so if there was a delay in receiving the device *** ********** should contact them directly. When *** ********** disputed the original charge that automatically put a hold on all payments until the dispute was resolved. Since payments weren't being made on the account a restriction would be placed on the account, resulting in the service being disconnected until the account was caught up. At the time, the dispute was closed the account was 3 payments behind, totaling $105.66. A payment in the amount of that past due balance was attempted each day until the next payment was due on 3/28/2025. The account was then 4 payments, totaling $140.88. Again the total of the past due balance was attempted each day and has not been brought current. 

  A copy of the Lease Agreement has been attached for *** ************ review.

  
  Sincerely, 
  

  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got an ****** on the smart pay lease plan. I returned the phone. My last payment was due on December 1. They have made several attempts with me to collect money, but the account states that I owe zero so I called and they said I didn’t know anything now I’m being sent to collections for zero.

  Business Response

  Date: 03/12/2025

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding her account. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise the account is now closed and no further payments will be attempted. 
  

  We sincerely apologize for any confusion regarding *** ******** account.
  

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:02/04/2025

  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.

  The website to the business is unavailable. Can’t look at billing. What I owe or pay. They have you go through hoops with personal info and then there is no site to get too
  I can’t even obtain my account number.

  Business Response

  Date: 02/24/2025

  To Whom It May Concern: 
  

  We want to thank Ms. ******* ******* for contacting SmartPay regarding her account. We understand that there is some confusion with her lease. We completed an investigation into the matter and advise we were able to work with our Product Support Team and correct the issue with Ms. ******* account. She should now have online access and if she needs assistance from the Customer Support Team they will also have access to the account to assist.
  

  We sincerely apologize for any issues this may have caused.

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box ***** 
  *********** **** ********** 

• Initial Complaint

  Date:02/01/2025

  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 decided to upgrade my cell phone through ******** **** from ******* to *****. While shopping I noticed the Smart Pay lease option. After being approved for 450.00 through Smart Pay. I decided to purchase an * ***** **. As I was filling out the lease agreement. Smart Pay makes you agree to a monthly cell phone plan through ******** **** as well. Believing I needed to pay for a cell plan. I added a Silver plan through my cell carrier ******** ****. Totaling $99.15 on January 20th 2025. They also offer an overnight delivery at an extra fee. I opted for the overnight delivery, but since Monday the 20th of January was a national holiday. I was expecting my phone Wednesday the 22nd of January. No later than Thursday January 23rd. After finishing the online lease. I received a copy of my lease via email. However I never received a confirmation number of the sale. Tuesday the 21st of January I called Smart Pay with my concerns, and was informed the processing time could take 3 business days. It's been over a week. I've talked to Smart Pay several times as well as ******** ****. I finally called Wednesday the 29th to cancel the order and was told it takes 3 days to process. I called Friday to make sure the cancellation was processed and was told it got escalated because no one has responded to them. I called ******** **** who informed me they never received anything from Smart Pay regarding my cancellation request. Im changing cell service providers, banking companies, and contacting you at the BBB in hopes this never happens to anyone else. There is no way to edit or delete your banking information on Smart Pays website. I'm anxious and extremely upset. I just want my refund and this lease to be canceled as soon as possible. I've been lied to and told several stories pertaining this interaction and I can't trust or believe anyone anymore with either company.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern: 
  

  We want to thank *** *********** ******** for contacting SmartPay regarding his order. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise a full return was processed on 2/04/2025 and a refund was issued in the amount of $99.15 to the original form of payment.
  

  We sincerely apologize for any confusion regarding the lease processing time.
  

  Sincerely, 
  

  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:01/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Never heard of or entered a contract with smart pay yet they reported to ******* a payment was missed. Called the customer service department and they advised they have no record of me. Phone still can’t be activated. They refuse to contact ******* to remedy their mistake.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern: 
  

  We want to thank Ms. ****** ******** for contacting SmartPay regarding Her device. We completed an investigation into the matter and advise we provided this complaint to StraightTalk and ask that they reach out the Ms. ******** to attempt to resolve the problem. According to StraightTalk they were unable to get in contact with Ms. ******** at the provided phone number. We suggest Ms. ******** reach out to StraightTalk directly.
  

  We sincerely apologize for any confusion regarding this issue.
  

  Sincerely, 
  

  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box ***** 
  Cincinnati, Ohio **********