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Business Profile

Leasing Services

SmartPay, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Leasing Services.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 265 total complaints in the last 3 years.
  • 49 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:12/19/2023

    Type:Billing Issues
    Status:
    Answered
    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 phone with smartpay and missed the payment by a day. Because of this my phone was disconnected. I then paid the amount due and as my account became current, my phone should’ve been turned back on but it has not been. I have been back and forth with this company and the service provider company and nobody can seem to offer me a solution. I can’t use the phone or the plan at all, so you’re telling me I’m just out all this money for a phone and a plan that I now can’t use because there’s a lock on my account that I can’t get smartpay to remove??? So now I have to go out and buy a new phone and a new plan because nobody seems to know how to turn mine back on. I can’t get ahold of a real human with smartpay. I’ve been on hold for 20 minutes now actively and haven’t spoke to a human yet. I used the chat feature to speak to two people who both said the hold on my account has been removed but it still hasn’t and 24 hours have gone by since I have been able to use my phone. I will NOT be paying another dime to smartpay unless they turn my phone back on

    Business Response

    Date: 12/28/2023

    To Whom It May Concern: 

    We want to thank *** ***** ******** for contacting SmartPay regarding connectivity issues. We completed an investigation into the matter and advise *** ******** recently spoke with a SmartPay agent and requested to return the device. A return label was sent to *** ******** at the time of the call. The agent also explained the return process can take up to 30 days, and *** ******** will be responsible for any payments that come due until the return is processed. Once the phone is returned and processed the lease will be closed. No refund will be issued. 

    We sincerely apologize for any confusion regarding the connectivity issues.

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

  • Initial Complaint

    Date:12/13/2023

    Type:Product Issues
    Status:
    Answered
    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 bought a phone through smart pay. ******** **** is my carrier. Smartpay says I can return the phone if I'm not happy within so many days. There is no way to get a hold of them for a return. When I call their number the recording says my number isn't registered with them and it is. I don't have any other number. I only have so long to return this phone before having to pay for something I'm not using. They are impossible to contact. Please help

    Customer Answer

    Date: 12/14/2023

    Smart pay phone ###-###-####

    ###-###-#### calling both numbers a recording says that my number isn’t registered  number I applied with that’s the only number I have. It’s impossible to talk to them

    Business Response

    Date: 02/05/2024

    To Whom It May Concern: 


    We want to thank *** ***** ********* for contacting SmartPay regarding her device. We
    understand that there is some confusion with the terms and conditions of her lease. We
    completed an investigation into the matter and advise a return was processed on 1/12/2024.
    The lease is now closed. 

     


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

  • Initial Complaint

    Date:12/11/2023

    Type:Billing Issues
    Status:
    Answered
    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 received and email stating that I opened a lease with them for two cell phones. This is fraud. I did not open a lease with them.

    Customer Answer

    Date: 12/11/2023

    We do not know who this person is, but they are not a part of Sinbad Trucking. 

    Business Response

    Date: 12/11/2023

    To Whom It May Concern: 

    We want to thank Mr. **** ******** for contacting SmartPay regarding ID Theft. We completed an investigation into the matter and advise 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 Mr. ******** to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with Mr. ******** to remove any information from his credit file associated with the matter. 

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

  • Initial Complaint

    Date:12/08/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    No way to contact live agent. Had payroll issues at work. Emailed customer service no response. I was current with straighttalk phone minutes but smartpay shut my phone off due to late payment which I had previously contacted them about adjusting. However I never received and response. And when I did it was basically a your out of luck situation. Asked for compensation due to fact I had bought my minutes. Was informed they will not. This company will shut your phone off even if phone bill is current. Without any notice.

    Business Response

    Date: 12/13/2023

    To Whom It May Concern: 

    We want to thank Ms. **** **** for contacting SmartPay regarding her service connectivity. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise per the Lease Agreement nonpayment of the lease payment can result in disconnection of service until the payment is made. At this time, we are unable to make adjustments to the due dates once the lease is opened. 

    If Ms. **** would like to speak with Customer Support she can call ************ and one of our friendly agents will be able to assist you.

    Customer Support Business Hours:
    - Monday - Saturday 7:00 AM - 7:00 PM PST
    - Sunday 7:00 AM - 5:00 PM PST

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

  • Initial Complaint

    Date:12/07/2023

    Type:Billing Issues
    Status:
    Answered
    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 don’t know what is going on with this company, I have been trying to let them know that someone used my name , social and old address to buy a phone but they keep saying that my name is not on the system, However I’ve been receiving calls from collections to pay a 646$ that I don’t even owe , and it’s on my credit report too please kindly investigate and remove it I need my credit to go up I’m not paying no money that I didn’t owe , that is not me and I emailed them already they said it’s not them which is weird because that’s their name on the credit report , I can’t even reach them to speak with an agent because i need an actual account associate with my phone number which I don’t have because whoever used my information use another phone number not mine obviously . Please if someone can contact me and help me with this that would be great

    Business Response

    Date: 12/11/2023

    To Whom It May Concern: 

    We want to thank Mr. *********** ****** for contacting SmartPay regarding ID Theft. We completed an investigation into the matter and advise 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 Mr. Garcia to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with Mr. Garcia to remove any information from his credit file associated with the matter. 

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

  • Initial Complaint

    Date:11/27/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    So I put in an application for purchasing a phone thru ******** **** and found I was approved for $750 towards a phone. So I decided on a phone that was $139.00 plus taxes and fees, so I fill out and review the lease agreement and go thru the whole process and it even let me pay the $20.35 which was the first payment, tax and overnight shipping it actually charged me then proceeded to tell me that I was turned down. So they lied to me and misled me just to get me to go thru the whole process and then try to sell me the phone after taking all my time to go thru the process and take a payment. I want to know why this company intentionally misled me and lied to me. This is a practice that needs to be stopped as I am sure I am not the only customer this has happened to. Why lie to someone and tell them they are approved for a $750 credit then when you try to use it you find out you were intentionally lied to. I would like to know what purpose does it serve to lie to a customer just to make them waste their time, now I will find a new service to use because if they are gonna lie to me just to try and sell a phone what else is next?

    Business Response

    Date: 12/04/2023

    To Whom It May Concern: 

    We want to thank *** **** ****** for contacting SmartPay regarding his application. We completed an investigation into the matter and advise the decline was based in whole, or in part on the information *** ****** submitted as part of his application. The initial payment was taken to complete the application process. That payment should show as an authorization hold in his account. Once the application was declined the authorization hold should be released and the funds should again be available in *** ******** account. SmartPay has no additional information beyond the details in the email. 

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

  • Initial Complaint

    Date:11/20/2023

    Type:Billing Issues
    Status:
    Answered
    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 and purchased an ******* 13 on (03-08-2022) This is fraud.
    I was just sent a letter from a collection Agency for $1,122.45:

    ******
    ** *** **** ******* ** ***** 
    I never signed up with this compnay called Smart Pay Leasing, LLC. In fact, I never heard of them until the ****** letter saying I need to pay. Reference #**********. Current Creditor shows ******** ****** ********* ***
    It shows "******** ******" and my home address

    Business Response

    Date: 11/21/2023

    To Whom It May Concern: 

    We want to thank *** ******** ***** for contacting SmartPay regarding ID Theft. We completed an investigation into the matter and advise 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 

  • Initial Complaint

    Date:11/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 company has no way for a person to get in contact with them without a valid account. I have been trying to report a fraud. An account was opened in my name in another state and not once , not one phone number listed let's you speak to anyone, infact it only disconnected every call when you can not verify your account. Well for people who don't actually have one in a reporting the fraud, this doesn't apply to us. According to the law you legally have to have an apartment to report fraud claims. They do not.

    Business Response

    Date: 11/15/2023

    To Whom It May Concern: 

    We want to thank Ms. ***** ******* for contacting SmartPay regarding ID Theft. We completed an investigation into the matter and advise 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 
    **** *** ***** 
    *********** **** ********** 

    Business Response

    Date: 11/16/2023

    To Whom It May Concern: 

    We want to thank Ms. ***** ******* for contacting SmartPay regarding ID Theft. As previously stated, the claim has been forwarded to our Fraud department for investigation. They will contact Ms. ******* directly about the claim once the investigation is complete. We are unable to provide any further information, as we are not the department investigating the claim.

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

    Customer Answer

    Date: 11/16/2023

    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.


    Regards,


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

    I do not accept is as removing me from the email list does not solve the issue of my name on a contract that I did not make. 

    *****

  • Initial Complaint

    Date:11/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 11 a company named SmartPay deactivated my cell phone due to non payment. I do not have an account with them, nor have I ever.

    Customer Answer

    Date: 11/13/2023

    I purchased the phone from ***** ******** and my account is through total by *******

    Business Response

    Date: 11/22/2023

    To Whom It May Concern: 

    We want to thank *** ********* ****** for contacting SmartPay regarding the disconnection of her device. We completed an investigation into the matter and advise we reached out to *** ****** multiple times to ask for more specific information, but she was unresponsive. We suggest *** ****** contact Customer Support at ###-###-#### and one of our friendly agents will be able to assist her.

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

  • Initial Complaint

    Date:11/03/2023

    Type:Billing Issues
    Status:
    Resolved
    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 bought my son a phone through smartpay but he pays his own plan automatically. When I checked out I gave his number and selected no plan was needed. They continue to still try and charge me for a plan when the rep on the phone told me he would take the plan off since my son uses auto pay through straight talk for his plan. Their agreement forces you to pay a plan through them even though at check out you tell them you have one already. There is no need to pay for two plans . I do not owe smart pay any money for a plan , only for the phone. My card pays for the phone. My sons card pays for his own service .

    Business Response

    Date: 11/07/2023

    To Whom It May Concern: 

    We want to thank *** ******** ***** for contacting SmartPay regarding her Service Plan. We completed an investigation into the matter and advise on 11/2 the Service Plan was removed. No further Service Plan payments will be withdrawn from her account.

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

    Customer Answer

    Date: 11/07/2023

    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. They have not updated my smart pay account to say what they have said they have done and there is still a hold for the charge in my bank account . 


    Regards,



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

    Business Response

    Date: 11/07/2023

    To Whom It May Concern: 

    We want to thank *** ******** ***** for contacting SmartPay regarding her account. We completed an investigation into the matter and advise our records reflect SmartPay has only taken the initial payment of $28.31 to start the lease. No Service Plan payments have been withdrawn by SmartPay. If *** ***** has a bank statement showing otherwise we would be more than happy to review. We have also included a copy of the Lease Agreement containing the lease payment schedule.

    We have removed automatic payments for the Service Plan. On the SmartPay website the original lease terms will be reflected, so the Service Plan will be reflected until the lease is closed. The only payments that will be attempted will be the lease payments, in the amount of $28.31, due every 30 days.

    Sincerely, 


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

    Customer Answer

    Date: 11/11/2023

    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 although my smart pay account still says I have a service plan but they finally have released the hold in my bank account. I will reissue a complaint if my account is ever charged for a service plan. I have attached a picture of the service plan I see when I log into smart pay 



    Regards,



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

SmartPay, LLC is NOT a BBB Accredited Business.

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