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:02/15/2024

  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.

  They approved me for a cell phone not once but twice they took the money from my account and then said it was canceled. So I called to see they said bc the address didn't match but not to worry my money would be refunded within 5 days it never was until I called on the 6th day they finally refunded it n assured me that I could place the order again this time 72.50 was taken n they assured me that I was definitely approved n even gave me a delivery date the next day it was canceled yet again. They money never returned. Now since Jan 5 so about 45 days I spoke to them 4 times for them to say it wasn't ever taken out just on hold n then they said 10 days it could take tk be refunded but it hasn't now this phone was a xmas gift for my daughter whos 12 so niw sgd probably thinks I lying or breaking the promise who knows she's a lil girl n that's all she wants to wanted n it hurts me that nit once but twice I had to let her down n her money for xmas was never returned. This is not ok to do to anyone but especially since I'm on a fixed income ppl like me are so grateful for payment plan options bc we can't pay out right for some things. Something needs to be addressed here i would like my money returned n them to stop taking advantage of people n their money.

  Business Response

  Date: 02/26/2024

  To Whom It May Concern: 
  

  We want to thank Ms. ***** ******* for contacting SmartPay regarding her application. We understand that there is some confusion with the terms and conditions of her application. We completed an investigation into the matter and advise Ms. ******* did apply twice with SmartPay. Each time funds were placed on an authorization hold pending completion of the order. Due to the order not being completed the authorization hold would be released within 72 hours. If Ms. ******* didn't see the authorization hold released we would be more than happy to assist further. We have requested Ms. ******* provide bank statements showing the payments in her checking account, but have not received a response from Ms. ********
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:02/14/2024

  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.

  We bought a phone with ********* ******** promotion stating that I would only pay $499 on a ****** 11 by financing it thru a credit company named Smart pay. We were not aware that smart pay Con us trying for us to pay the full price $964.59 of 11 payments of $87.69??? We didn’t agree on paying 11 payments of $87.69?? We agreed on the promotion which was $499 plus what I paid in the store which was $28.34 which it says on the receipt I was going to get finance $499.99 which came out to $528.33. They took out 2 payments of $87.69 every time for 3 months a total of $175.38x3=$526.14. We talked to them when caught the 11 months $87.69 they agreed on just getting 3 payments just to pay for the cell phone price on what we finance it in the store. We have the receipt and their “Contract” which they thought we were not gonna caught on to. And continued to tried for us to pay the full price?? Which we did not agreed to because the phone isn’t worth that much. It sounds like a scam and seems like they’re scamming people into paying for a phone that it isn’t worth that much. If it was an ****** 15 that I understand the value of the price. Please look into this. We didn’t see or showed us any fine print display on the promotion.

  Business Response

  Date: 02/20/2024

  To Whom It May Concern: 

  We want to thank **** ****** ******* for contacting SmartPay regarding the lease. We understand that there is some confusion with the terms and conditions of his lease agreement. We completed an investigation into the matter and advise at the time of the transaction, the terms and conditions of the lease to own agreement were provided to *** ******* for review and acceptance. While we're sorry to hear about his less-than-satisfactory experience with ********, SmartPay has no control over how the retailer represented the transaction. According to our records *** ******* has made 5 payments of $87.69 total. The payments were made on 5/3/2023, 5/5/2023,6/3/2023 and 2 payments on 7/3/2023 for a total of $438.45. We have received no payments since 7/3/2023. *** ******* spoke with agents on 11/4/2023 and 11/6/2023. With each call the terms of the lease were explained. On 11/6/2023 a copy of the lease agreement was also sent to *** *******. The lease has since been sold to ******** ****** ******** for nonpayment. They can be reached at ###-###-####.

  No refund will be issued, as *** ******* didn't pay the full amount of the device, or complete lease amount. We will not be making any billing adjustments to the account, as we are not the current account owner. We have marked *** ******* as do not contact, but again we are not the current owner of the account, so we have not contacted him since the account was sold. Any items reported by SmartPay are accurate and will not be removed.

  We sincerely apologize for any confusion regarding *** ********* account with us. Any further contact should be made with ******** ****** ********.  

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

• Initial Complaint

  Date:02/12/2024

  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.

  There was never a transaction date because I made no transaction with this company. I looked at my credit report today, 2/12/24, and saw that 09 SMARTPAY LEASING LLC had turned over a "debit" to the collections agency "SECURITY CREDIT SERVICES" between Feb. 2nd and Feb 12 of 2024. I have never had any interaction with either company in question and have never borrowed money before. This is negatively impacting my credit score and should be fixed immediately due to the fact that I do not owe and have never owed the company any money.

  Business Response

  Date: 02/12/2024

  To Whom It May Concern: 
  

  We want to thank Ms. ***** ****** 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 Ms. ****** to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with Ms. ****** to remove any information from her credit file associated with the matter. 

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  **** *** ***** 
  Cincinnati, Ohio ********** 

  Business Response

  Date: 03/05/2024

  To Whom It May Concern: 
  

  We want to thank Ms. ***** ****** for contacting SmartPay regarding her denied ID Theft claim. As previously stated, Mr. ******'s ID Theft claim has been denied by SmartPay. A response letter explaining the reason for denial of the claim was supplied. The contents of said letter are listed below:

  You recently contacted us regarding a lease at SmartPay that was established with your personal information. We have investigated your complaint. Based on our investigation, we believe we properly validated your identity when the account was established.
  SmartPay requires each new applicant to pass identity verification and validation. Prior to obtaining a lease, each customer must provide a government issued ID. Additionally, we also utilize several automated tools to validate customer information such as name, address, phone numbers, and other demographic data.
  In addition to the above, for this lease we used the methods marked below to validate that the lease was properly established.
  • Government issued identification was presented at the time the lease was opened.
  • Payments were made on the loan. Between 10/19/2022 – 8/11/2023, 11 payments totaling
  $190.52 were received.
  • MetroPCS provided a copy of the invoice which has your name with an upgrade to the
  service phone number **********, a phone known to belong you during the time of the
  lease. This
  If you have additional information regarding this complaint that you believe was not considered during our investigation or if you need additional assistance, please feel free to contact us by calling ***** *********

  If Ms. ****** would like a copy of the Lease Agreement she would need to contact Security Credit Services, the current owner of the debt. They can be reached at *************

  At this time, we believe we have provided all information and documents we are able, and Ms. ****** has provided no additional facts or circumstances that would require SmartPay to respond further.

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio ********** 

  Customer Answer

  Date: 03/05/2024

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

   

  I definitely noticed that you rudely ignored both of the simple questions that I asked. I have provided proof that I actually do not owe any money to MetroPCS and I have also attached proof that my account information has been leaked. As you will see if you review the documents I do not owe any money at all except for my bill that isn't even due yet I have never upgraded my phone. I pay by the month and I'm not going to pay a single penny to you ever. This is messing up my credit score and it is completely inaccurate and I will have to hire a lawyer to fix it apparently since you are incompetent of understanding that this never happened. 

  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:02/08/2024

  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.

  On 5/5/23 My ****** ** *** *** cost $1,099.99 new from Metro PCS. I financed it with SmartPay. Eleven months of $192.94 payments equals $2,122.34, including tax. SmartPay made $1,000 in 10 months loaning the money to me. They disguise their illegally high interest rates and calls it a "rental". It's really a loan, a loan is a loan, and SmartPay are loan sharks. I don't know how they get away with this and how other carriers allow this business practice to take advantage of customers.

  Business Response

  Date: 02/12/2024

  To Whom It May Concern: 
  

  We want to thank *** **** ***** for contacting SmartPay regarding her lease. We understand that there is some confusion with the terms and conditions of the lease. We completed an investigation into the matter and advise the terms of the lease were provided for review prior to the completion of the transaction. The lease agreement does contain a full list of payments and cost of the rental. These two amounts are the combined total of the lease. No refund or adjustment will be issued on the account.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:02/04/2024

  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.

  They never give you a warning when they’re taking the money out of your account and then when it feels to take out of your account, it doesn’t allow you to take and make the payment on your own and every time it does, it tells you that there’s insufficient funds which she isn’t true they’re not even processing the payment that I’m trying to ******* make and then then when I turn off my phone when I can’t pay the payment and there’s no way to contact them and talk to anybody you can finally complain, but they don’t do anything they need a whole new ******* system. It’s a piece of *****

  Business Response

  Date: 02/05/2024

  To Whom It May Concern: 
  

  We want to thank Ms. ****** ******** for contacting SmartPay regarding her lease. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise payments have been attempted per the terms of Ms. ********** Lease Agreement. Payment are due every 30 days with due dates are as follows: 09/07/2023, 10/07/2023, 11/06/2023, 12/06/2023, 01/05/2024, 02/04/2024, 03/05/2024, 04/04/2024, 05/04/2024, 06/03/2024, 07/03/2024, 08/02/2024, 09/01/2024, 10/01/2024, 10/31/2024, 11/30/2024, 12/30/2024. On 9/07/2023 the payment of $69.07 was attempted using the card ending in ****. SmartPay received a decline reason of insufficient funds. The transaction was subsequently attempted on 9/08/2023, 9/09/2023, 9/10/2023 and 9/11/2023. Each day SmartPay received a decline reason of insufficient funds. On 9/11/2023 Ms. ******** requested the card be changed to one ending in 3901, and the payment was successful. The following month the payment was due on 10/07/2023, and a payment, in the amount of $69.07 was attempted using the card ending in 3901. SmartPay received a declined reason stating the address on file, and the address for the card ending in 3901 do not match. The transaction was subsequently attempted on 10/08/2023, 10/09/2023, 10/10/2023 and 10/11/2023. Each day SmartPay received a decline reason of address mismatch. On 10/11/2023 Ms. ******** requested the card be changed back to one ending in ****, and the payment was successful. The next payment was due on 11/06/2023, and was attempted using the card ending in ****, but it was declined. Again Ms. ******** requested to change the method of payment to a card ending in ****, and the payment was successful. The payment due on 12/06/2023 was successful using the card ending in ****. January's payment was due on 1/05/2024, and was attempted using the card ending in ****. The attempt failed for insufficient funds and the transaction should be retried. The payment was attempted again on 1/06/2024, 10/07/2024 and 1/08/2024. Each time receiving the declined transaction reason of insufficient funds- retry transaction. Ms. ******** then called and requested SmartPay attempt the card ending in ****, and the transaction was successful. The most recent payment was due on 2/04/2024, and was attempted using the card ending in ****. The attempt was unsuccessful due to insufficient funds. Again, Ms. ******** called and requested the payment be run using the card ending in **** and it was successful. A document is attached showing each payment attempt and the result of each attempt.

  The SmartPay online system is set up to only accept past due payments, as part of the Lease Agreement explains the payments are set to automatically be taken from the primary card on file on the due date, and we do not want a customer to be double charged if the automatic payment is taken, as well as, the customer making a payment through the online system. Once a payment is past due a customer can attempt payments through the online system, but as stated above any attempts were declined for multiple reasons. Each payment attempt online was processed, but because of the decline reasons listed above the payment would not show being withdrawn from a customer's account because it was unsuccessful. 

  Per the Lease Agreement the customer does have a 3 day grace period before the device is deactivated. After the 3 days of nonpayment the device will be deactivated until the past due payment is made. A copy of the lease agreement is attached for Ms. ********** review.

  If there are any further questions or concerns please contact Customer Support by calling ************ and one of our friendly agents will be able to assist Ms. ********* Customer Support is available: Monday - Saturday 7:00 AM - 7:00 PM PST and Sunday 7:00 AM - 5:00 PM PST.

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio ********** 

• Initial Complaint

  Date:01/24/2024

  Type:Billing 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.

  An account was opened in my name 7/19/22 in the amount of $1,197.33. This is fraudulent. I recently received a letter from ******, Inc. for a debt owed: $1,197.33. I never signed up with SmartPay Leasing, LLC. In fact, I never heard of them or ****** until the ****** letter stated I need to pay $1,197.33; ****** Reference #********** with Original Account #: *********. Current Creditor shows ******** ****** ********* *** & Original Creditor as SmartPay Leasing, LLC. This charge is fraud and NOT my doing. I wish to have this erased from my credit report and no longer wish to receive correspondence regarding this bogus charge. Thank you!

  Business Response

  Date: 01/25/2024

  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 his credit file associated with the matter. 

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

  Customer Answer

  Date: 02/02/2024

  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. 
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SmartPay illegally deactivated my service through straight talk and restricted my unlocked ****** ** that I bought cash at *******. I've called multiple times and get hung up on and constantly lied too. No one is helping with the service or illegal violations they are doing.

  Business Response

  Date: 02/02/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ******* for contacting SmartPay regarding is phone service. We completed an investigation into the matter and advise we attempted to reach out to *** ******* multiple times requesting specific information to assistance, but received no response. Since *** ******* has no account with SmartPay we would require the IMEI/ ESN number to investigate what account the device has been associated with. If *** ******* would like to reach out to SmartPay with this information we would be happy to assist. Customer Support can be reached at ###-###-####.

  We sincerely apologize for any confusion this has caused.

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

• Initial Complaint

  Date:01/12/2024

  Type:Billing 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.

  On November 15th, 2023, I purchased a cell phone from Smart Pay. The phone is a green Apple 13, 5G, 128GB’s. I received a loan from Smart Pay in the amount of $900, and the phone was $889.92. The order number is, #********* and my payments are $49.44.
  
  The issue is that I thought that I signed an online document for my payments to be on the 15th of the month, since I bought it on the 15th, or at least somewhere near that date, but each month is on the 12th. They even have a flyer on the Straight Talk site, that says they will make the payment date to what’s convenient for the customer. If they say it, shouldn’t they honor it.
  
  I called the 844, phone number last month, and was surprised to get a human’s voice at the end of the line. I think she was human, her voice stayed in a monotone, and she told me that she could not change my payment date, but to call in each month and tell them when you will make the payment. I said won’t I still be late?
  
  I am on Social Security, and I get my income on the 3rd Wednesday of every month. If they can assist me with a date change, I wouldn’t be having these issues. What company doesn’t want you to pay on time? They also turned off my phone. I pay Straight Talk for my service, which was up to date, but they turned off the only phone that I have. I am dealing with medical issues, and to turn off my phone, and I live alone, left me vulnerable to some very serious issues.
  
  Depending on the day, the 15th is late. A date that will help me not be late for any payments, would be the 22nd of the month. Since the flyer says that I can change my date, that would be most suitable. Because of the way that I am treated, I have been tempted to turn in the phone, but that will hurt my credit. If they cannot change my date, please assist me with returning the phone to Smart Pay without repercussions.
  
  Initial phone price is $629.00

  Business Response

  Date: 01/30/2024

  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 lease due dates are every 30 days and would be set based on next pay date provided during the application process. The due dates are as follows: 02/10/2024, 03/11/2024, 04/10/2024, 05/10/2024, 06/09/2024, 07/09/2024, 08/08/2024, 09/07/2024, 10/07/2024, 11/06/2024, 12/06/2024, 01/05/2025, 02/04/2025, 03/06/2025, 04/05/2025. The Lease Agreement, containing the due dates, was provided to *** ******, for review, prior to completion of the transaction. At this time we are unable to change a customer's due date on an open lease. *** ****** can call Customer Support each month after the monthly payment is attempted to set a promise to pay for her pay date. This promise to pay would stop SmartPay's attempt each day to collect the monthly payment. 

  At this time, none of *** ******** payments have gone more than 30 days past due, so nothing would be reported to the credit bureaus. 

  If *** ****** would like to move forward with returning the device there is a return process. She would need to contact Customer Support at ###-###-#### and one of our friendly agents will be able to assist her with the process.

  We sincerely apologize for any confusion regarding *** ******** lease with us.

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

  Business Response

  Date: 01/30/2024

  To Whom It May Concern: 

  We want to thank Ms. ***** ****** 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 lease due dates are every 30 days and would be set based on next pay date provided during the application process. The due dates are as follows: 02/10/2024, 03/11/2024, 04/10/2024, 05/10/2024, 06/09/2024, 07/09/2024, 08/08/2024, 09/07/2024, 10/07/2024, 11/06/2024, 12/06/2024, 01/05/2025, 02/04/2025, 03/06/2025, 04/05/2025. The Lease Agreement, containing the due dates, was provided to Ms* ******, for review, prior to completion of the transaction. At this time we are unable to change a customer's due date on an open lease. Ms* ****** can call Customer Support each month after the monthly payment is attempted to set a promise to pay for her pay date. This promise to pay would stop SmartPay's attempt each day to collect the monthly payment. 

  At this time, none of Ms* ******'s payments have gone more than 30 days past due, so nothing would be reported to the credit bureaus. 

  If Ms* ****** would like to move forward with returning the device there is a return process. She would need to contact Customer Support at ************ and one of our friendly agents will be able to assist her with the process.

  We sincerely apologize for any confusion regarding Ms* ******'s lease with us.

  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio ********** 

  Customer Answer

  Date: 01/30/2024

  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.

  Smart pay posted false information when they posted a flyer that they would work with the customer to set a pay by date that was convenient for the customer. Also, there is no person available to take the call every day. Often I have called and there was no person available to speak to, only the automated system. I receive my income on different 3rd Wednesday’s of the month. Feb is the 21st, March is the 20th, April is the 16th, and so on. I will be late every time. Again, if I am late, my phone is cut off, and I am without a phone. Will my credit be impacted negatively if I return the phone? I wish to return the phone because this company is not tying to help me make better payment arrangements.
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 02/05/2024

  To Whom It May Concern: 

  We want to thank *** ***** ****** for contacting SmartPay regarding her account. We completed an investigation into the matter and advise lease due dates are based on the information provided by *** ****** during the application process. *** ****** also received a copy of the Lease Agreement, containing all due dates, to review prior to the completion of the lease. The SmartPay Customer Support team is available - Monday - Saturday 7:00 AM - 7:00 PM PST
  - Sunday 7:00 AM - 5:00 PM PST, and can be reached at ###-###-####. As previously stated, *** ****** can contact Customer Support each month after her payment due date and make a Promise to Pay. If she chooses to return the device nothing will be reported to credit. *** ****** will have to call Customer Support to start the return process, and receive a return shipping label.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Business Response

  Date: 02/05/2024

  To Whom It May Concern: 

  We want to thank Ms. ***** ****** for contacting SmartPay regarding her account. We completed an investigation into the matter and advise lease due dates are based on the information provided by Ms* ****** during the application process. Ms* ****** also received a copy of the Lease Agreement, containing all due dates, to review prior to the completion of the lease. The SmartPay Customer Support team is available - Monday - Saturday 7:00 AM - 7:00 PM PST
  - Sunday 7:00 AM - 5:00 PM PST, and can be reached at 800-374-5587. As previously stated, Ms* ****** can contact Customer Support each month after her payment due date and make a Promise to Pay. If she chooses to return the device nothing will be reported to credit. Ms* ****** will have to call Customer Support to start the return process, and receive a return shipping label.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  **** *** ***** 
  *********** **** ********** 

  Customer Answer

  Date: 02/10/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.  I contacted SmartPay and I am being mailed a return label. I can return the phone with no impact to my credit per SmartPay. Thank you BBB for your help,
  
  
  
  Regards,
  
  
  
  ***** ******
  

  Customer Answer

  Date: 02/10/2024

  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.  I contacted SmartPay and I am being mailed a return label. I can return the phone with no impact to my credit per SmartPay. Thank you BBB for your help,
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:01/05/2024

  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.

  It is next to impossible to use the online system to pay my lease. The automatic system just charges my old “primary” payment method despite my attempts to change it. If/when I try to pay early I get
  
  “ Payment was unsuccesful. Please confirm enough credit or funds are available.
  You may try again or add a new debit or credit card here”
  
  I’m constantly having to add funds to my old account so I can pay my lease because I cannot use my new account since it won’t let me change it. If I forget to do so, I have to wait until they literally turn off my service before they will accept my payment because if I try to pay after the due date, all I get for the next several days until they shut my phone off is
  
  “Payment was unsuccesful. Please confirm enough credit or funds are available.
  You may try again or add a new debit or credit card here.”
  
  Then, after my phone is shut off, by some miracle I can use whatever card I want to make my payment. After that payment is made it is back to square one with my old payment method and doing the whole process over again.
  I do not understand how your payment system can be so un-user friendly. I have the funds in the cards I wish to use but your system just doesn’t want to take them until you shut my phone off, all the while you continuously charge the “primary” card that your system won’t let me change.

  Business Response

  Date: 01/08/2024

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding his 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 payments are set to automatically be withdrawn from the customer's account on the due date, using the primary card on file. If *** ****** would like to change his primary card on file he would need to contact Customer Support. 

  *** ******** account is current, showing the last payment was made on 1/05/2024. The current primary card on file ends in ****.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:12/24/2023

  Type:Billing 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 leased a smartphone from this company and then when I no longer needed the device, I shipped it back to them per their request as I could not afford to pay to end the lease. They received the device a week prior to the due date of 10/15 and intentionally waited to “process” the device on 10/18. They’re now trying to bill me for a device I did not have in my possession nor did I get to use after the due date and they’re trying to bill a full month even though the email sent to me on 10/18 stated that my contract had been cancelled as of that day, so at most I’d owe for 3 days but that’s a stretch to say the least.
  
  I have attached the shipping tracking showing the device was received by them on Oct 6, the emails showing the contract termination, and reception of the item.
  
  I am requesting that the billing be adjusted as I do not believe one can charge for services not rendered.

  Business Response

  Date: 12/27/2023

  To Whom It May Concern: 

  We want to thank Mr. **** ***** for contacting SmartPay regarding his returned device. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise the email containing the shipping label explained the returns process can take 10-15 days once the device has been shipped. The phone was shipped on 10/04/2023, and delivered on 10/06/2023. Per the Lease Agreement, the phone has to be returned in good repair, reasonable wear and tear and the phone unlocked. The device must be reviewed by an associate, which is why there is a timeframe of 10-15 days. The return was processed within the 10-15 day window, and any payments that come due before the return has been processed is required to be paid for the lease to be closed. The payment due on 10/15/2023 has not been paid, and per the Lease Agreement, SmartPay will continue to attempt to collect that payment until it has been collected. 

  The Lease Agreement has been canceled, so no further Automatic payments will be withdrawn. Collection efforts for the past due payment will continue though. No billing adjustments will be completed as the Lease Agreement clearly states "You remain liable for rental payments until the Property is returned to us." As stated above the device must be reviewed to verify it meets return requirements, and until that is completed we don't consider the device returned. No service was rendered and the payments were made for the leased device.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

  Business Response

  Date: 01/17/2024

  To Whom It May Concern: 

  We want to thank Mr. **** ***** for contacting SmartPay regarding his lease. We completed an investigation into the matter and advise as a one time courtesy the lease has been closed.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  **** *** ***** 
  *********** **** ********** 

  Customer Answer

  Date: 01/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** *****