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:08/29/2023

  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 missed a lease payment for my phone because I lost the debit that the payment came out of and forgot to switch things over when I got a new one. On the 25th of August, I realized my mistake when I discovered my phone was shut off, and immediately made the payment. I wasn't sure what needed to be done besides making the payment to get my service back, so I called ****** ******. From there, it became a back and forth between Smartpay and ****** Mobile with several phone calls, chats, and even a three-way call with Smartpay claiming the restriction was lifted and that I needed to contact ****** Mobile, while ****** Mobile said the restriction was still in place at that I needed to contact Smartpay. I sent several emails to Smartpay support and none of them were answered. In my final chat with a Smartpay representative, they blamed ****** Mobile again, and when I said I had talked to them several times already to no avail, the Smartpay representative told me to contact ********. I knew that couldn't be right, but I did it anyway, and to no one's surprise, ******** told me Smartpay still had a restriction on my phone. I just want the service restored that I pay for and have been without for four days now. I don't understand how it's become this epic problem to simply restore service after the payment was made, or why no one from the support email had responded since my first email four days ago.

  Business Response

  Date: 10/13/2023

  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 we attempted contact with ******
  Mobile to correct the issue. There was a delayed response from them, but they have confirmed
  the issue has been resolved and service should now be working. 
  We sincerely apologize for the delay in response.
   
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454

• Initial Complaint

  Date:08/29/2023

  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.

  Smart pay haven't sent me my phone and and still charging me after saying I will get a refund

  Business Response

  Date: 08/30/2023

  To Whom It May Concern: 
  

  We want to thank *** ****** ********* ***** for contacting SmartPay regarding his order. We completed an investigation into the matter and advise a return was processed on 8/29/2023, and a refund, in the amount of $66.63, has been issued to the original form of payment. 

  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 

• Initial Complaint

  Date:08/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has disconnected my services and I don't even have a lease or account with them. My service is with StraightTalk. One day, my services were randomly disconnected. I called StraightTalk and they refused to help me saying that SmartPay is the only company that can help me since they are the ones who put this hold on my account. I talked to SmartPay and they do have my phone number on file, but all of the persons information is different. I'm not sure if a person used my number and got a lease with them, didn't pay and now my services are cut off- I don't know. They have told me that they don't know why my number is in their system. I have sent them proof of purchase where I paid for my phone in full. I had no clue who this company even was until my services were cut off. I have sent multiple emails and I can't call. Their automated system requires account matching information to talk to a rep- which they don't have my personal information so the automated system keeps saying incorrect information so it never puts me through to somebody. My services have been cut off a month now. There are also other people they are doing this to. If you Google them and look at their reviews, you will see other people that are in the same situation. Our services were cut off for absolutely no reason. This has caused me to pay more money to buy a new phone with a new carrier and get a new phone number. Out of all of the other phone providers they service, I wonder how many long term customers these phone companies have lost due to them doing this. I sent them the proof of purchase and any other information they have asked for. They keep telling me that it has been resolved, but it has not. I was with StraightTalk for about 12 years. Maybe they'll answer me on BBB since they won't help me by email.

  Business Response

  Date: 09/12/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ***** ****** for contacting SmartPay regarding Service disconnection. We completed an investigation into the matter and advise we were able to locate the lease associated with your IMEI number. We were able to remove it from the lease. We also sent the information to TotalByVerizon, but we have not received a response at this time. The issue should be resolved at this time.
  

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

  Customer Answer

  Date: 09/13/2023

  I don't accept that this matter has been  resolved. Again, StraightTalk is refusing to even help me. When I call them, it automatically transfers me to SmartPays system. Also, by you responding saying it was investigated and for me to contact TotalVerizon, tells me how much it was investigated. My service is with StraightTalk as mentioned in the original complaint. Although I understand the response, the issue at hand is the fact that I tried contacting SmartPay for 3 weeks before my services were disconnected and each person I instant chatted with told me that the payment confirmation and everything was received and that the information was sent to StraightTalk for my services to be connected again. StraightTalk is saying they never received anything from SmartPay. So, StraightTalk did not connect my services due to SmartPay not sending in the information to get my services back on. And again, I have sent multiple emails and never got a response or when I did get a response, it seemed like an automatic response that said to call which I can not do. So, my services were never connected due to StraightTalk not receiving the information from SmartPay. 

  Business Response

  Date: 09/27/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ***** ****** for contacting SmartPay regarding a refund for missed service. We completed an investigation into the matter and advise we would not refund  Ms. ****** because she doesn't have a lease with SmartPay. She would need to contact her service provider directly for a refund.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:08/25/2023

  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 8/24 I applied for smartpay to cover trading an ****** ** ****. I was approved for $800. The ****** cost $449 and I was informed I would be paying $28.83/month for the lease. When I checked out smartpay charged me $42.78 and said that my month payment would be $42.78 and I got confirmation that my phone would be shipped in 2-3 days, I received a tracking number. On 8/25 I received and email saying that my order was cancelled (I did not cancel it) but no mention of refunding me the money or what would happen with my account information and the monthly debits that they still planned to make from my account. I attempted to call the business multiple times and was on hold for over 15 minutes with no answer.

  Business Response

  Date: 08/27/2023

  To Whom It May Concern: 
  

  We want to thank *** ***** ****** for contacting SmartPay regarding his StraightTalk 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 the order was canceled. Payments taken at the time or the order are placed on an authorization hold with the bank. Those holds normally fall off an account within 3-5 business days if the transaction is not completed.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:08/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a IPHONE 11 from Straight Talk Via Smart Pay on August 17 & My Order Was Cancelled and I still haven't received my refund from the order and was filing a complaint to see what's going on.

  Business Response

  Date: 08/21/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ********* ***** for contacting SmartPay regarding her order. We completed an investigation into the matter and advise the cancelation was based in whole, or in part on the information Ms. ***** 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 the account within 3-5 business days if the transaction is not completed. The screen shot provided by Ms. ***** shows the transaction is in pending status. If the transaction is no longer pending and Ms. ***** would like to provide a copy of the bank statement including her full name and the complete transaction information we would be happy to review the account further. 
  
  We welcome Ms. ***** to reapply with SmartPay; however, we are unable to guarantee the approval as the determination is made by underwriting. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:08/15/2023

  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 signed up with Verizon and Smart Pay for my phone service.
  
  On June 25th I paid Smart Pay $124.17 as the down payment which covered May and June. On July 15th I paid for July via automatic payment. On August 14th, I forgot to switch cards so the payment was declined. I immediately went online and paid the monthly premium on August 14th. I am now being threatened with them shutting my account off for non payment yet I have made the payments and have proof via bank statements and emails that I am up to date.

  Business Response

  Date: 08/17/2023

  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 that lease. We completed an investigation into the matter and advise when the lease was initiated on 5/19/2023 with an initial payment of $119.22. The Initial Payments are due at the beginning of each term that Ms. ****** chooses to rent the Property. On 5/23/2023 Ms. ****** then disputed the charge with her bank and that dispute was won by Ms. ******, which means the $119.22 was refunded. On 5/25/2023 Ms. ****** made a payment of $124.17. This payment was applied towards the initial payment since it hadn't been fulfilled because of the dispute. Ms. ******'s first payment was due on 6/15/2023, but wasn't made until 7/15/2023. Again the 7/15/2023 payment wasn't made until 8/14/2023. Each time Ms. ****** made a payment that payment was applied towards the previous month's overdue balance. As of 8/17/2023 Ms. ****** is one payment overdue, which may result in deactivation of the device. A copy of the lease containing all terms and conditions has been attached. If Ms. ****** would like to make a payment to reestablish service she can call Customer Support at ************ and one of the 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 (Brand) 
  **** *** ***** 
  *********** **** ********** 

  Business Response

  Date: 08/21/2023

  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 SmartPay is not disputing the completed payments Ms. ****** listed is her rejection of our response. Ms. ****** has made those three payments. The issue is there was an initial payment made the day the order was placed was disputed by Ms. ****** with her bank. She won that dispute meaning she received a refund from her bank in the amount of $119.22. Due to this refund, when Ms. ****** made the payment on 5/25 in the amount of $124.17 it was allocated to the initial payment. Each subsequent payment was allocated to the previous month's payment.

  Ms. ****** has contacted SmartPay through both the BBB and our chat options. During the chat sessions Ms. ****** has become increasingly aggressive, using inappropriate language and has been told multiple times if the language continued the chat would be terminated. Many chats were ultimately terminated due to the language. We have provided our response and we believe this matter is now closed. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

  Customer Answer

  Date: 08/22/2023

  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.

   

  They are flat out lying. Before I enrolled, I was told if I paid $119.22 that it would cover the rest of May and June as I signed up May 19th. I didn't dispute charges WITH SmartPay. I disputed it with Verizon as I had an issue and didn't realize it would affect SmartPay. I was then told by ONE OF SMARTPAY'S REPS the $124.17 would still cover May and June as I had enrolled at the end of May. I do not owe them anything. They are scamming me. I will admit yes, I was using inappropriate language. If SmartPay didn't hire complete retards I wouldn't have to. They are the dumbest human beings who do nothing but scam people and fraud them out of hard earned money. You can close this case though. I switched providers, will not be returning the iPhone and I am way happier with the service provided with my new wireless carrier. 
  
  
  Regards,
  
  
  
  ******* ******
  
  

• Initial Complaint

  Date:08/14/2023

  Type:Order 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.

  6 months ago I bought a prepaid phone at Walmart from straight talk.
  Now this company says I have a contract with them . Which is not true. Now they have hijack my phone and I could not use it

  Business Response

  Date: 08/15/2023

  To Whom It May Concern: 
  

  We want to thank Mr. ***** ******* for contacting SmartPay regarding his disconnected device. We completed an investigation into the matter and advise using the information Mr. ******* provided no SmartPay accounts can be found. If Mr. ******* would like to contact SmartPay Customer Support and provide the IMEI number listed on the phone an agent can review accounts further. 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
   
  We sincerely apologize for any confusion regarding Mr. *******'s service connectivity. 

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

• Initial Complaint

  Date:08/12/2023

  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 started when I went to metro to upgrade my phones and get a tablet. They set payments up through smart pay but overcharged me major for the products! Their customer service people said that the store I went to got me good but they weren't allowed to contact smart pay to fix it! I've told smart pay after numerous harassing phone calls I have already paid twice the amount and I wasn't paying anything else! I begged them to void my lease! Now they have bill collectors calling me and harassing me! My only income is SS and I'm worried that they will take my money from my bank account! Help

  Business Response

  Date: 08/14/2023

  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 our records indicate that the lease defaulted and was sold to Security Credit Services. 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 Ms. ***** since the date of sale.  
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 14, 2023 I went to Metro PCS store to purchase a cellphone that could perfectly work overseas. After looking around I decided to obtain an iPhone 14. When I asked for any promotion for getting a new line and I was only told that they can only run my credit and see if I qualify. I was approved by SmartPay for an iPhone 14 that cost $999 and that I was going to be able to use it in South America with no issues. I went to South America the following day and wanted to use the phone. I tried and tried and there was no connection at all. I then decided to put back on it's box. I stayed in South America for more than 3 weeks. I came back and went to the store to return it because it didn't work like I was told it was going to work, so I ended up not using the phone at all. The lady at the store told me that I only had 14 days to return it, I was never told that When I bought it. I also asked about the 2 fees that SmartPay charged me. I have on my bank acount a charge for the amount of $174.86 on July 17th and another $174.81 on August 2nd. They're not giving me my money back even though I didn't even use the phone at all. Also, If I'm paying $174.81 for the next 11 months that's equal to $1914, and I was told the phone only cost $999. They lied to me on everything, the price, it didn't work in South America. I want to return the phone that I never used, and have my money back because it's not fair that they lied to me on the price and and it's connection service outside the country.

  Business Response

  Date: 08/14/2023

  To Whom It May Concern,
  
  We want to thank Ms. ******* for contacting Smart Pay regarding her MetroPCS experience. We sincerely apologize that the experience didn’t meet her expectations. Her comments have been shared with management and will be sent to
  the retailer as well.
  
  If she would like to return her phone, Ms. ******* can contact our Customer Support team by calling ************ 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
  
  We appreciate her taking the time to share her concerns, her feedback is greatly appreciated. It’s our goal to make every customer experience a positive one and your feedback can help us achieve that.
  
  
  Thank you,
  
  -Customer Advocacy
  
  
  Customer Advocacy Team
  Corporate Offices of SmartPay
  **** *** *****
  *********** ** **********

  Business Response

  Date: 09/12/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ****** ******* for contacting SmartPay regarding her returned device. We advise the device return was processed on 9/07/2023. A check request for the refund amount of $349.62 was submitted. Once printed the check will be mailed to the address on file. Please allow 15-30 days to receive the check.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** *********

  I will wait to recieve the check.
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

• Initial Complaint

  Date:08/07/2023

  Type:Product 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 paid for a phone lease on June 30th after 3-4 weeks I disputed the amount of $66.84 and the next day the phone ships imagine that. July 26th I had to pay $130.15 for the month of July and JUNE AGAIN. It’s now well into August and Smart Pay claims the money was supposed to be credited back 3 weeks ago and it hasn’t. I want my money back for my 1st lease payment of $66.84 since I was charged double and the dispute was denied but yet the money wasn’t credited back to my lease. If I don’t get a refund I’m going to reach out about a civil lawsuit. Also the fact Smart pay can’t answer the phone isn’t good business. Real shady work on their part.

  Business Response

  Date: 08/17/2023

  To Whom It May Concern: 
  

  We want to thank *** **** ***** for contacting SmartPay regarding his account. We completed an investigation into the matter and advise a refund in the amount of $201.70 was issued back to the original form of payment. 

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

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

  Customer Answer

  Date: 08/17/2023

  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.

   

  I did receive $134.86 back I’m still missing around $66
  
  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 08/21/2023

  To Whom It May Concern: 
  

  We want to thank *** **** ***** for contacting SmartPay regarding his refund. We completed an investigation into the matter and advise a refund in the amount of $201.70 was issued to the original form of payment. The amount of $66.84 was initially disputed by *** ***** on 7/13/2023. The delay in refund for the $66.84 may be caused by that dispute. We have attached proof of the refund from our payment processing system. We suggest *** ***** reach out to his bank directly about the dispute, which may be causing the delay.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 08/21/2023

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