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:08/04/2023

  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.

  Hello I would appreciate you reading the attached and responding to this matter immediately

  Business Response

  Date: 08/10/2023

  To Whom it May Concern:
   
  We want to thank Ms. ****** for contacting SmartPay regarding her previous
  lease. Our records show Ms. ****** opened a lease with SmartPay on 11/08/2022
  and the lease defaulted and was sold to Security Credit Services on 3/17/2023. Ms.
  ****** stated that SmartPay has violated FDCPA in various ways; however, we
  disagree with all her statements, as SmartPay is not the current owner of the
  debt and we have not contacted her since the debt was sold.
  For any questions or concerns, Ms. ****** should contact the
  Third-Party agency directly at ************* 
  

  Thank you, 
  

  -Customer Advocacy  
   
   
  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.

   

  if you all are claiming not to violate anything mentioned in previous communication why are you all the ones reporting the information and not the suggested third party mentioned? Who is the third party? Do you have a copy of the flow agreement suggesting a third party is contacting me on your company’s behalf? 
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 08/23/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ****** for contacting SmartPay. This is a duplicative complaint that was previously answered on 8/10/2023 and the requested document was provided on 8/17/2023. No additional facts or circumstances have been provided that would require a different answer.

  We believe this matter has been resolved.
   
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 
   

• Initial Complaint

  Date:08/02/2023

  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 have fallen on a rough patch adjusting to taking care of four kids as opposed to just my two, I have fallen behind on payments for the device I lease from this company, I attempted to make a payment to them however they are not taking payment from bank account as directed. I've attempted with 2 different debit cards both of which they claim to take, their "make a payment" option online does not work and whenever I tried to submit a payment via phone communications it auto directs me to a live agent that never picks up.

  Business Response

  Date: 08/03/2023

  To Whom It May Concern: 
  

  We want to thank *** **** ***** for contacting SmartPay regarding payment issues. We completed an investigation into the matter and advise *** ***** was able to speak with an agent on 8/03/2023 to make her past due balance payment. The agent was also able to move Ms. Davis's next payment from 8/14/2023 to 8/21/2023. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 
  Contextine reviewed, no other cases found 

• Initial Complaint

  Date:08/02/2023

  Type:Delivery 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 June 30 2023 I purchased a phone thru smartpay and ************ a week and didn't receive tracking information they deducted $114.97 from my account on June 30 but when I called they said the payment didn't process. I've talked to both companies several times and still haven't got any closer to receiving my money back I filed a dispute with my bank but that can take til Sept 2023 and I need my money back just someone somewhere please help me these companies need to know they can't just do a customer any way they want and it's supposed to be ok bc this and myself is far from ok

  Business Response

  Date: 08/03/2023

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding her initial payment. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise *** ****** has now disputed the payment with her bank. While the payment is being disputed SmartPay cannot issue a refund. Disputes can take up to 30 days to resolve. If *** ****** wins the dispute a refund will be issued through her bank. If the dispute is lost *** ****** can contact SmartPay directly for a refund. We due apologize for the inconvenience.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 
  Contextine reviewed, no other cases found 

• Initial Complaint

  Date:07/27/2023

  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.

  Recently bought an ****** 13 from smart pay I was put on medical leave for a month and for got to pay my bill I paid it the same day it was shut off and they told me numerous times their was no restrictions because they seen where I paid it and it would be back on in 5 to 10 mins as you see in recent photos it is still inactive I’ve called a good 20 times if not more I have lost money on plan cards etc because they knor straight talk will reactivate my phone I’ve been calling for the last 2 days to no prevail I paid my bill I do not want their phone knor the service anymore I want reimbursed for the 2 payments I made on the phone and them to send me a way to return their phone this is ridiculous I should not have to fight to use something I pay for

  Business Response

  Date: 08/02/2023

  To Whom It May Concern: 
  

  We want to thank Mr. ***** ****** for contacting SmartPay regarding his device. We completed an investigation into the matter and advise Mr. *******s account reflects 2 IMEI numbers which may be causing the service issues. SmartPay was able to remove service from the current ESN. That should release the connection and restore service to the original device.

  We suggest not swapping SIM cards, as this could cause issues.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  **** *** ***** 
  Cincinnati, Ohio ********** 

  Business Response

  Date: 08/02/2023

  To Whom It May Concern: 
  

  We want to thank *** ***** ****** for contacting SmartPay regarding his device. We completed an investigation into the matter and advise *** ******** account reflects 2 **** numbers which may be causing the service issues. SmartPay was able to remove service from the current ESN. That should release the connection and restore service to the original device.

  We suggest not swapping SIM cards, as this could cause issues.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 08/03/2023

  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,
  
  
  
  ***** ******
  

  Customer Answer

  Date: 08/03/2023

  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,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:07/26/2023

  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.

  The company outlined an additional charge monthly that I did not agree to after taking my credit card info. I immediately contacted the company and told them to cancel the order. I did not sign their lease agreement. Eventhough I told them to cancel the order and I told them I don't authorize the charge and didn't sign the agreement they sent the phone anyway. When it arrived the following day I went to their shippers store and handed the phone back to the ups store to return to shipper. At this point they had charged my card twice. I disputed these two charges thru my card and canceled the card and got a new card. After I got the new card they were able to put 2 additional charges thru eventhough I didn't give them the new card number.

  Business Response

  Date: 07/31/2023

  To Whom It May Concern: 

  
  We want to thank Ms. ******** ***** for contacting SmartPay regarding her device. We completed an
  investigation into the matter and advise Ms. ******* lease was taken on
  4/30/2023, and she would have received the Lease Agreement at that time. Ms.
  ***** then sent an email requesting to cancel the order. A response was sent
  explaining she would need to call Customer Support. On 5/02/2023 Ms. *****
  responded to the email again requesting to cancel the lease, and at that point
  the order had already shipped. A response was sent explaining the order had
  already shipped and providing the tracking information and explaining she would
  need to contact StraightTalk directly, because they were the shipper, to
  request the device be sent back.

  
  On 5/27/2023 Ms. *****
  responded to the payment reminder email stating she never received the phone,
  so she shouldn't be charged. A response was sent explaining according to
  tracking the order was delivered and she would need to file a claim with UPS
  and contact StraightTalk directly. 

  
  Ms. ***** will need to
  contact UPS to file a claim about not receiving her device and provide that
  information to SmartPay. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

  Customer Answer

  Date: 08/02/2023

  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 actually told smart pay 2x to cancel this order (4/30 15 mins after my cc info was taken and 5/2). Yet instead of canceling and not shipping a phone they gave the ok eventhough I said cancel the order 2x and never signed or agreed to their lease. The phone was handed to the clerk at the ups store on f**** ** in ********** on 5/4 at 552pm. Which I'm sure the shipper has received said phone already! Yet smartpay continues to charge me. That is double dipping!! You can't charge me for a phone you already have and want full payment for. 4/30 at 414p I received a briefing of the transaction. 4/30 @ 419 I received the lease which said open n sign n we can finalize the order. On this email I was given their customer service email. 4/30 @ 436p 17 mins later I emailed n told them cancel order due to additional charges of at least $48 more a month...60+ total a month not the 12.10 they stated in their agreement. 5/2 @ 603p they emailed and said they processed the order dispite me saying cancel and not signing the agreement. 5/2@ 826p I again emailed and said DONT SHIP THAT PHONE I DONT WANT IT.  5/3 @ 943A they email and said they can't cancel bc they aren't the holder of the product. But they sure did give the go ahead to ship it dispite being told 2x to cancel and me not signing their lease. The ship label wasn't created until 5/1 @ 717p a full27 hour after I told them to cancel. The phone didn't leave until 5/3 @ 755a. At that point they'd received 2 emails to cancel plus I never signed their lease! 
  
  
  The agreement smartpay sent which I never signed or agreed to stated smartpay will charge 12.10 each 30 days. Yet they haven't abided by their own agreement. I was charged 5/1..initial charge, 5/29 2nd charge. Clearly that's not 30 days. I then locked and canceled the card they had info on. As soon as the new cc came they got the cc info from Master card wo my permission and started charging me again...7/25 and again 7/27. 7/27 was August's payment which also was not 30 days. This has been nothing short of a nightmare w no end as straight talk has the phone for a long time now and smartpay continues charging me for a phone I said to cancel 2x before they shipped it. This is obviously smartpays goal. In reviews this is a common tactic used by this lease company. Charge charge charge dispite already receiving the phone back.
  
  
  This incident is bc smartpay gave the go ahead to ship the phone after receiving 2 emails telling them not to. From what I can tell this is a common practice scam they use to cheat customers and collect payments they are not entitled to from customers who have clearly told them to cancel. The message I read has zip for any resolution. I only see where they are misplacing blame on me instead of taking responsibility for shipping a phone when they knew to cancel. Seems bc it's your error...you should figure out your resolution. I don't have the phone! Have straight talk ping it for proof!! It was returned to shipper as stated above the following day they dumped the unwanted phone at my neighbors. STOP CHAEGING ME!!! You all need much better communication w your business partners and much better taking responsibility for your careless sending of products that a consumer tells you not to ship. It's your error in shipping the unwanted product. I shouldn't be punished for a product I told you not to ship and not signed your agreement...then returned to you asap. It's not my job to do your job.

   

  I 

  Business Response

  Date: 08/14/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ******** ***** for contacting SmartPay regarding her lease. We completed an investigation into the matter and advise a return has been processed and a refund in the amount of $48.40.
  
  Sincerely, 
  Customer Advocacy Team 
  ********* ******* ** ******** 
  **** *** ***** 
  Cincinnati, Ohio ********** 

• Initial Complaint

  Date:07/24/2023

  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.

  I had to use this company (they are contracted by ******** ****) to lease a phone. Myself along with dozens of other people can not make payments for our leases on their website, and no one is picking up the phones in their offices. We have no way to make payments or contact anyone. Something is not right and I am concerned many of us are going to not have access to our phones and no way to fix it along with getting credit collections from a company that is MIA. I attached below images of a very small amount of the ****** reviews. Someone needs to make sure this company contacts their customers, sets up a call center, and is still functioning properly and is able to support a stable leasing business.

  Business Response

  Date: 07/24/2023

  To Whom It May Concern: 
  

  We want to thank *** ********* ******** for contacting SmartPay regarding making her payments. 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 are set up to automatically be withdrawn from the primary card on file and wouldn't require *** ******** to access the website or call into Customer Support. 

  We sincerely apologize that *** ********** recent experience with SmartPay didn’t meet her expectations. The comments have been provided to management and the concern is being investigated. We can assure *** ******** that her concern was taken very seriously and addressed appropriately.
   
  Thank you for taking the time to share *** ********** concerns, her feedback is greatly appreciated. It’s our goal to make every customer experience a positive one and her feedback can help us achieve that.  
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:07/23/2023

  Type:Delivery 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 was originally supposed to get a iPhone SE third GEN they gave me an iPhone SE second GEN. I also paperwork to prove it and it’s been quite some time and folder. Known this. I am going to file a complaint against a Attorney General of Cincinnati, Ohio against MetroPCS, and when they sold me this phone, I have all the information written down where I bought it. I bought it at a corporate store in Providence on ***** ******.

  Business Response

  Date: 07/24/2023

  To Whom It May Concern:

  We want to thank Mr. ******* *********i for contacting SmartPay regarding his phone. We completed an investigation into the matter and, as previously stated, per Mr. ************ Lease Agreement he received the correct phone. A SmartPay agent has spoken with Mr. ********** and he stated the in store agent promised Mr. ********** a different device. We can only assist in the situation that Mr. ********** received a different device than listed on his lease. Mr. ********** would have to speak with someone at the store about what was promised by the associate.
  

  At this time we believe this issue is resolved on the part of SmartPay.
  

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

• Initial Complaint

  Date:07/21/2023

  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 purchased a ****** ** **** through ******** **** and Smart pay. The iphone didn't work 24hrs and stopped working, I have been trying to send the phone back for a replacement and neither company wants to replace the phone. I just purchased a new monthly plan and they interrupted my service. I been dealing with ******** **** for over 4 and a half years and now they (smart pay) come in and cut my service. ******** **** and Smart pay are scamming people

  Business Response

  Date: 07/24/2023

  To Whom It May Concern: 

  
  We want to thank *** ****** ***** for contacting SmartPay
  regarding his 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 *** ***** has contacted SmartPay via email and chat on multiple dates.
  Each time responses were sent explaining *** ***** would need to call Customer
  Support to attempt and resolve the issue. On June 21, 2023 *** ***** did call
  into Customer Support and an agent was able to make a three-way call with
  StraightTalk to assist with the issue. At that time, the ************ agent
  told *** ***** the issues were being caused by him switching the SIM card and
  attempted to walk him through troubleshooting. *** ***** explained he had
  already attempted the troubleshooting with other agents and it hadn’t been
  successful. The call was then terminated by *** *****.

  
  After reviewing all our notes
  and calls, it seems the issue is with the device, which was purchased from ************.
  *** ***** did not purchase a protection plan for the phone. SmartPay is only
  the lease provider so *** ***** would need to contact ************ directly
  about the device issues.  If *** ***** would like to return the device he
  would need to contact SmartPay via phone at ###-###-####.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 07/25/2023

  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:07/19/2023

  Type:Customer Service 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 have been attempting to contact Smartpay since July 18, 2023 and here it is July 19, 2023 and no one will answer the phone, it just sits in the waiting area of r the phone call and I have attempted to contact them through chat and still no help. Once a customer service representative started to chat with me, they automatically stopped one minute within the chat. I am really needed to get an issue resolved and it seems as though they do not care about the customers, only the money. If you ask me, they’re just a bunch of crooks.

  Business Response

  Date: 07/20/2023

  To Whom It May Concern: 
  

  We want to thank *** ****** ***** for contacting SmartPay regarding poor customer service. 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 sincerely apologize that *** ******* recent experience with SmartPay didn’t meet her expectations. Her comments have been provided to management and her concern is being investigated. We are unable to provide detailed information regarding any disciplinary action taken due to employee privacy issues; however, we can assure *** ***** that her concern is being taken very seriously and will be addressed appropriately.  

  A review of the account revealed an agent did send *** ******* payment schedule explaining extensions cannot be offered for an open lease.
   
  Thank you for taking the time to share *** ******* concerns, her feedback is greatly appreciated. It’s our goal to make every customer experience a positive one and her feedback can help us achieve that.  
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 07/20/2023

  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,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:07/17/2023

  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.

  for 8 months now i have had an issue with smart pay deactivating my number and i have tried to correct the mistake they have had to make sure this does not happen every month. i would day what my **** is and every month it get shut off. when i finally am able to pay to get it to go through it takes week to 2 weeks to get this resolved. last week was 4hrs and 45 mins and still could not get it resolved. this week I'm still on the phone with them I've been hung up on 4 time today alone and i have not raised my voice not one time. i feel like they just don't want to deal with it or fix my issue its now week two this month and I'm still without a phone. i have explained this to them and every time i get put on a LONG hold and then transferred around 3-4 times. I bought the Samsung 21+ from smart pay on 3/19/22 and i bought this for my wife--In December i bought a ******* ** ***** from **** *** and we finally switch our sim cards and swapped phones. i told smart may this and they stated it was no problem. IT WAS cause every time they shut off my phone cause I'm payed a day after and IVE tried to fix that with them many times but they say i cant. i have to call for hrs. and her phone gets shut off as well as mine even though we paid. its been a constant H**L battle trying to fix this issue i had to get a new phone just to receive calls for work. i want credited the 310.00 and resolve my bill with them so i will not have to go through this EVER again or they can Cut my bill in half and i will pay the total that way. I've included all my payments i have made so far and is way more the what the phone even cost.

  Customer Answer

  Date: 07/23/2023

  310.00 is the amount left to pay for the phone contract. I attached all the payments on file showing I have paid well over the amount the phone is worth. 

  Business Response

  Date: 08/03/2023

  To Whom It May Concern: 
  

  We want to thank *** ***** ***** for contacting SmartPay regarding service issues. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise we were able to remove all restrictions and the Service Plan through SmartPay for the incorrect ESN number. This should release the ESN number and all ow *** ***** to regain service on the correct ESN.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 
  Contextine reviewed, no other cases found