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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:09/25/2023

    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.
    Smart pay the company handling the lease on my phone keeps shutting my phone off for lease payment way before the 30 day payment agreement!

    Business Response

    Date: 09/26/2023

    To Whom It May Concern: 

    We want to thank Mr. **** ****** 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 Mr. ******** account is currently overdue with a balance of $0.11. Once the balance is paid the restriction on the account will be removed.

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

    Customer Answer

    Date: 09/27/2023

    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.
        It is Illegal to try to get me to pay the agreed upon payment time of every 30 days early which is what they have been doing to me and shutting my phone off on the 20th of each month to force a payment from me early please inform the business that I have been counseled in regard to these business tactics and I'm fully aware this is highly Illegal.
    Regards,



    **** ******

  • Initial Complaint

    Date:09/15/2023

    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 have contacted this company multiple times, multiple ways. I have used various phone numbers provided by straighttalk, as well as the email provided by straighttalk which is the same email they use to contact me. I have replied to their emails twice, and sent 2 messages separately. I want answers as to why they’re taking my information, that THEY ask for, and then are “unable to verify” it. I want answers period, I WANTED to make a purchase, now I just want answers. They have NO customer service, how can they consider themselves a business in any way.

    Business Response

    Date: 09/18/2023

    To Whom It May Concern: 

    We want to thank *** ******* ****** for contacting SmartPay regarding her orders. We completed an investigation into the matter and advise *** ****** first two applications were canceled, but her third order on 9/15/2023 was successful. Our records show that *** ****** UPS Tracking Number is ******************.

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

  • Initial Complaint

    Date:09/15/2023

    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 paid my bill 6 days late. I had requested to be billed on the 15 of each month so my check would hit before payment due. Anyway my bill was paid 4?days ago and my phone is still deactivated. I cannot get service. I cannot get any response from smartpay no human will speak to me or is available. When you sign up for a lease they say they are including a service plan. I chose one and I haven’t received it. This isn’t my first time leasing from them but it’s my first time not getting any sort of response from anyone at the company

    Business Response

    Date: 09/18/2023

    To Whom It May Concern: 

    We want to thank *** ****** ***** for contacting Smarty regarding her service disconnection. We understand that there is some confusion with the terms and conditions of her lease. When *** ******* lease was originated she agreed to payments every 30 days with payments due: 08/12/2022, 09/11/2022, 10/11/2022, 11/10/2022, 12/10/2022, 01/09/2023, 02/08/2023, 03/10/2023, 04/09/2023, 05/09/2023, 06/08/2023, 07/08/2023, 08/07/2023, 09/06/2023, 10/06/2023, 11/05/2023, 12/05/2023, 01/04/2024, 02/03/2024, 03/04/2024, 04/03/2024, 05/03/2024, 06/02/2024. If payments are not made in a timely manner service can be disconnected. Once the payment is made service will be reconnected.

    We completed an investigation into the matter and advise *** ******* payment was due on 9/11/2023, but wasn't completed until 9/13/2023. Once the payment was made the restriction on the lease was lifted and service should have been reconnected. We suggest power cycling the phone by turning it off, then back on. 

    If you continue to have issues please contact Customer Support by calling ###-###-#### and one of our friendly agents will be able to assist *** *****.

    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 
    P.O. Box 36454 
    Cincinnati, Ohio 45236-0454 

  • Initial Complaint

    Date:09/14/2023

    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.
    SmartPay told my phone company ************ to disconnect my service due to a nonexistent lease. I have never had a lease with them. I purchased my phone in April (15th/16th) in full through ******. I have sent them my ****** statement (sent via email 09/13 to the account verification email address they provided) showing the payment in full to ************. They are taking forever to 'work' on fixing the issue. They fraudulently created an account with my information and added a fraudulent lease for a device I bought in full. I have never received any communication or notification from them.

    Business Response

    Date: 09/20/2023

    To Whom It May Concern: 

    We want to thank *** ****** ******* for contacting SmartPay regarding disconnection of her device. We completed an investigation into the matter and advise we found *** ********* **** number was listed on another customer's lease in error. No lease was fraudulently created in *** ********* name. We have removed *** ********* **** number from the lease, so she should have no further issues with service connectivity.

    We sincerely apologize for any confusion regarding this issue.


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

    Customer Answer

    Date: 09/21/2023

    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. 

    The initial contact to SmartPay in which the documents were sent concluded with SmartPay saying it would take 24-48 hours for their team to investigate. After 24 hours, I was told it would be the full 48 hours (all while the service was still disconnected and they had all of my information). At 48 hours (Friday afternoon), I was initially told to call back on Monday for an update (with another two+ days of no service), I refused and said I'd wait on the line until I could speak with a supervisor. After waiting on the line, SmartPay finally escalated the issue and corrected their egregious mistake. 



    Regards,



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

  • Initial Complaint

    Date:09/14/2023

    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.
    9/14/2023
    SmartPay LLC
    Misrepresentation of monthly payment amount.
    Predatory leasing practices, and vague or confusing lease agreement wording.
    High rates or “fees and taxes” non itemized and unlisted in lease agreement, total fees and taxes amount to equal or double items value.
    Unethical businesses practices, buyout option before 90 days is often not honored or seemingly rescinded.
    Unethical business practices, any methods of correspondence by a customer attempting to settle disputes or correct issues frequently go unanswered.
    Unethical conduct, payments keep being charged after account is paid in full. Incorrect information provided to reporting agencies. Lawsuits filed or threatened to be brought against customers who are not delinquent and sometimes paid in full, unless a settlement, usually several hundred dollars is made with the company.

    Business Response

    Date: 09/14/2023

    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 the lease. We completed an investigation into the matter and advise *** ******* doesn't currently have a lese with SmartPay. We strongly disagree with the claims made by *** ******* in his complaint, but because he doesn't currently have a lease with us we couldn't speak to any of the specific claims he has made.

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

  • Initial Complaint

    Date:09/13/2023

    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.
    This company is claiming that I owe them money after I purchased a phone through ******** **** wireless. I paid in full for the phone I purchased but they claim I owe money and took away (locked) my phone number. I do not even have an account with them and never have. I lost my phone number which had ACP program benefits attached to it. I can not use the phone I bought for $105.99 and I lost a month of prepaid service. Then, there is no way to contact them if you don't have an account, which i do not.

    Business Response

    Date: 09/18/2023

    To Whom It May Concern: 

    We want to thank *** ******* ****** for contacting SmartPay regarding her device. We completed an investigation into the matter and advise we worked with ************ and have been advised the issue should now be resolved. We apologize for the inconvenience, but we cannot issue a refund because *** ****** doesn't have an account with SmartPay. She would need to contact ************ to request a refund. 

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

    Customer Answer

    Date: 09/18/2023

    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. They made a mistake in locking my phone number but after a week, I was able to get my number unlocked through ***********. They even gave me a number to call at *********** to get the fastest resolution. I am pleased with the result, however, I hope no one else has to deal with this issue. They should work to fix whatever issue caused this as some consumers may not be as persitent and patient. It was awful being treated like a thief when I legitimately purchased a new phone. 



    Regards,



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

  • Initial Complaint

    Date:09/09/2023

    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.
    I applied for a phone with Smart Pay and ******** **** Wireless. I was approved for up to $750. I placed my order and the money was taken from my account. I later received an email that information could not be verified and my order was canceled. I called and spoke to several agents and a supervisor regarding this. Spent hours on the phone just for them to tell me because my shipping address and billing address did not match they canceled. I JUST MOVED!! And NOWHERE on their website does this say this! There was no problem with them taking money from my account and now they are telling me I have to wait 3-5 business days to get my money back! I am a single mother and low income, I do not have money to waste doing business with you all because YOU failed to mention important details. I offered to send my updated ID with my NEW address, my social security card and even my pay stubs to verify I am who I say but no they just canceled and took my money. This is so unfair! It’s not my fault that I caught COVID and was not able to update my address at the bank which I had to go in for! My name is on my card, I verified my OLD ADDRESS AND MY NEW ADDRESS, gave full SSN, DOB and even said I would email a photo of my holding my updated ID, old ID and social security card. This is not a great first impression, I can see why people think this company is a scam just based off the reviews. This has been the worst experience EVER!

    Business Response

    Date: 09/11/2023

    To Whom It May Concern: 

    We want to thank *** ******* ******* for contacting SmartPay regarding her canceled order. We completed an investigation into the matter and advise we are in receipt of MS. Johnson's inquiry regarding her canceled application. The cancelation was based in whole, or in part on the information she submitted as part of her application. Payments taken at the time or the order are placed on an authorization hold with the customer's bank. Those holds normally fall off an account within 3-5 business days if the transaction is not completed.

    SmartPay has no additional information beyond the details in the email.

    We sincerely apologize for any confusion regarding Ms. Johnson's order.

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

    Customer Answer

    Date: 09/11/2023

    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.


    Regards,



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

  • Initial Complaint

    Date:09/08/2023

    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.
    Hello: My name is ******** ******. Smart Pay LLC. has been calling and harassing me to pay for something that I know nothing about. They won't tell me what I owe them for; or even why. Smart Pay LLC. stated " We can't tell you what you owe us for until you acknowledge who you are and that you owe us this debt". I just hung up the phone. Now... I have an account with National debt Relief (NDR) and they called me asking to add Smart Pay LLC. to the list of debts owed. I told them NO because I don't know anything about this company or money that I owe them. They (NDR), said that according to Smart Pay, I owe $1553. I need to know how to stop this company from harassing me because this is Fraud at the Highest Level. Please STOP this company cause clearly this is happening to more than just me.

    Business Response

    Date: 09/11/2023

    To Whom It May Concern: 

    We want to thank Ms. ******** ****** for contacting SmartPay regarding ID Theft. We understand that there is some confusion with the terms and conditions of her loan. 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. Joseph to remove any information from her credit file associated with the matter. 

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

    Customer Answer

    Date: 09/11/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ** ********, and I am seeking an explanation to what this account is; because, I do not even know anything about this company at all, or what was purchased to even create an account with this company. As long as they know that this is a fraudulent situation, then I find that this resolution is satisfactory to me. 



    Regards,



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

  • Initial Complaint

    Date:09/05/2023

    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.
    Entered into a lease agreement with SmartPay where I authorized automatic payments ONLY for the hardware, an iPhone. Their lease terms and agreements state that I have the option to use them or the service provider to pay for my service plan. I opted for the service provider. I DID NOT IN ANY FORM give smart pay permission to charge my bank account for my service plan. They took it upon themselves to steal my last 35 dollars, cause me an overdraft fee, and then they tell me its because my service provider, Straight Talk, told them to charge me. Upon speaking to Straight talk, I learned that this is a blatant lie and Straight Talk doesnt do that. SmartPay has a sordid history for scamming and ripping people off. They settled a $1.5million Classaction lawsuit a few years ago for just that. How are they legally allowed to still operate?

    Business Response

    Date: 09/05/2023

    To Whom It May Concern: 

    We want to thank Mr. ******* ****** for contacting SmartPay regarding his Service Plan. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise Mr. ****** agreed to set up automatic payments for his Service Plan through StraightTalk. If for any reason the automatic payment is not received by StraightTalk, SmartPay will attempt to withdraw the payment for StraightTalk. Please see the Automatic Airtime Purchase Agreement section of the Lease Agreement. 

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

    Customer Answer

    Date: 09/05/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint I* ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. SmartPay is not being honest. They stole the money from my bank account DAYS before my service refill was due. I NEVER authorised them to take a SINGLE penny more than the lease payment for the phone itself. But it looks like I will join their endless line of countless dissatified customers that they've also stolen from. This very website has an advisory for this very thing from this company. But your fraudulent ways are about to come back to bite you. See you all in court when the class action lawsuit that is coming your way is filed early next year. Might want to get your lawuers on retainer. There are about 50,000 of us so far. Hope you are saving all that stolen money. After your first 3 multimillion dollar lawsuits, you would think you would learn. Guess not. 


    Best Regards to the BBB, SmartPay can eat ***** 



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

  • Initial Complaint

    Date:08/31/2023

    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 signed up with Smart Pay through ******** **** on 05/18/2023 and initially paid $83.14. Then on 06/13/2023, not even 30 days they charge $42.78, Again on 07/13/2023- charged $42.78 and 08/12/2023 - charged $42.78 all these times it wasn’t even a full 30 day cycle. Then on 08/25/2023- my card is charged $40.36. It says “Air time”. I have been paying and being charged for a 30 day service plan under Smart Pay as well as ******** ****. I have tried repeatedly calling every number I can find to get a person. I want my money refunded to my card and I am sending the phone back to Smart Pay. This is a scam. I will not ever recommend this to anyone.

    Business Response

    Date: 09/11/2023

    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 *** ******'s initial payment was taken on 5/18/2023 in the amount of $83.14. Regular payments began on 6/13/2023, and are based on the income information *** ****** provided at the time of her application. She agreed to a payment term of every 30 days beginning on 6/13/2023, with the payment amount being $42.78. The regular payments have been attempted every 30 days per the Lease Agreement. 

    On /5/2023 the Service Plan payment was taken in the amount of $40.36. The payment is based on the Automatic Airtime Purchase Agreement, which is part of the Lease Agreement. Per the Automatic Airtime Purchase Agreement if the Service Plan payment is not set up on automatic refill with TracFone or paid before service runs out SmartPay will attempt to take the payment on behalf of TracFone. 

    *** ****** has emailed multiple times about the payments and returning the device. Each time an agent has replied explaining they would need to speak with *** ****** via phone to start the return process. If she would like to continue with the return process she will need to contact Customer Support at ###-###-#### and one of our friendly agents will be able to assist her. 

    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 
    P.O. Box 36454 
    Cincinnati, Ohio 45236-0454 

SmartPay, LLC is NOT a BBB Accredited Business.

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