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:07/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been having issues with smartpay for about 6 years. But my issue i have right now is the company keeps reporting to my credit report to keep the negative impact on my credit. Even after not making any contact with the company. Not disputing, just trying to let it fall off of my credit. They recently reported to my credit report july 10th 2023. Im to the point that i will be seeking legal help. They breached contract, refused to send box for me to return phone and is still now is finding some way to mess with my credit. I've filed a complaint here before, the lied and said they sent a return box but did not. When i called they told me to pay for shipping. I WILL NOT. smartpay will never see another dime from me or my famliy.

  Business Response

  Date: 07/17/2023

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding her lease. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise our records indicate that the lease defaulted and was sold to ****** **** ********. 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. Oliver since the date of sale.  
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 07/18/2023

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

• Initial Complaint

  Date:07/13/2023

  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.

  Ordered an ****** ** (red) on straight talk using this company and have got the run around no help whatsoever with my order I’ve paid for expedited shipping on JUNE 30th and it’s JULY 13th today come on now this company took the money with a quickness but sure can’t answer the customer service number at all to help their customers . Their phone number leaves you on hold for exactly 17 mins and then asks you to take a survey and will hang up on you. Have been calling them all week and still nothing. I just want the phone that I’ve paid for and also paid extra for shipping . Makes me very weary of this company kind of feeling like I got scammed and they have my card on auto pay so I need the phone if I’m going to continue to pay this place . Very frustrating. My order number is the only thing I’ve received which is *********

  Business Response

  Date: 07/17/2023

  To Whom It May Concern: 

  We
  want to thank *** ********* ****** for contacting SmartPay regarding her order
  status. We completed an investigation into the matter and advise we have been
  advised by Tracfone that her device is on backorder with no ETA on shipment.
  There are two options at this time, *** ****** can continue with the lease as is
  and when the device is received by Tracfone it will be shipped to her, or she
  can request to cancel the order.  If she chooses to allow the lease to
  remain as is she will be responsible for all payments per the lease agreement;
  this includes payments prior to receiving the device. If *** ****** chooses to
  request cancellation please contact Customer Support 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
  
  Please be advised the cancellation cannot be guaranteed, and the request may
  take up to five business days to be processed.
  
  We apologize for the delay.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:07/13/2023

  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 made a ******** **** purchase with a lease with Smart Pay on June 30th at 1 am. I received an email for a successful purchase of $66.84 on a ****** ** with Order # *********. It’s now been about 13 days. I’ve emailed them with no response. When I called and got someone at Smart Pay they stated “they couldn’t find the phone but found an order #” they assured me it would be shipping around July 10th. It’s now July 12th with no news on my shipping of the phone. I was also told when I called Friday July 7th that I would receive an email in 24 hours of business by Monday July 10th of their reasoning on what happened when they took my money and didn’t ship the phone and why when I look up my order # I get an error for said Order #. Basically they took my money but the order shows that it does not exist. However I received a monthly bill for the phone I have not received and was told I have to pay my 2nd payment on July 26th.

  Business Response

  Date: 07/17/2023

  To Whom It May Concern: 
  

  We want to thank *** **** ***** for contacting SmartPay regarding his order status. We completed an investigation into the matter and advise we have been advised by
  Tracfone that his device is on backorder with no ETA on shipment. There are
  two options at this time, *** ***** can continue with the lease as is and when the
  device is received by Tracfone it will be shipped to him, or he can request to
  cancel the order.  If he chooses to allow the lease to remain as is he will be responsible for all payments per the lease agreement; this includes
  payments prior to receiving the device. If *** ***** chooses to request cancellation
  please contact Customer Support by calling ###-###-#### and one of our friendly
  agents will be able to assist him.
  
  Customer Support
  Business Hours:
  - Monday - Saturday 7:00 AM - 7:00 PM PST
  - Sunday 7:00 AM - 5:00 PM PST
  
  Please be advised the
  cancellation cannot be guaranteed, and the request may take up to five business
  days to be processed.
  
  We apologize for the delay.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 07/17/2023

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

• Initial Complaint

  Date:07/12/2023

  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.

  Ordered a device on ******** **** using the smart pay feature. Payment and order was done on June 30th , payed for expedited shipping as well and it is July 12th so way pass the time frame for that . Contacted both ******** **** and smart pay. Near impossible to contact smart pay though got through one time in a week time frame. Was not given any information but they sure took the payment and refuse to give me any information on the device .

  Business Response

  Date: 07/13/2023

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding his delayed order. We completed an investigation into the matter and advise our records show that *** ******** UPS Tracking Number is ******************. According to the tracking information the package was left on the porch on 6/26/203.  

  If the package was not received we recommend that *** ****** file a claim with UPS. If the device is confirmed as stolen, he will need to file a police report and send a copy of the report to [email protected].
  
  If *** ****** has any additional questions, please contact Customer Support by calling ###-###-#### and one of our friendly agents will be able to assist him. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 07/13/2023

  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: 07/14/2023

  Still no phone thanks a lot 

  Business Response

  Date: 07/17/2023

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding his 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 this is a duplicative complaint that was previously answered on 7/13/2023. No additional facts or circumstances have been provided that would require a different answer.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:07/07/2023

  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.

  SmartPay restricted my mobile phone service with Straight Talk stating that my IMEI number was attached to a different account(another customer not associated with me). I ordered the phone on April 16, 2023 through Straight Talk and entered a lease agreement with SmartPay. My service was interrupted on July 5, 2023. I contacted Straight Talk and was told to contact SmartPay because the service was interrupted for nonpayment to SmartPay. I contacted SmartPay and was told that there was not any restrictions on my account because the bill was paid on July 2, 2023. I spent 10 hours calling Straight Talk and SmartPay on July 5, 2023. I was on 5 conference calls with SmartPay and Straight Talk. After several hours and calls Straight Talk reactivated my service but on July 7, 2023 it was interrupted again. I again made several calls to Straight Talk and SmartPay to no avail. I was lied to by SmartPay stating that my IMEI number was updated. The rep called Straight Talk on conference call to let them know that the service could be restored. The Straight Talk rep lied stating he removed the restriction and told me I needed to power my phone off/on. I told both reps that I would lose them if I power the phone off and they stated that it was resolved, if not call them back. I explained that I did not have another phone to use and my phone is used for business. The only way for me to reach them again was to call *611 then plead with a Straight Talk Rep to transfer me to SmartPay. SmartPay stated that the issue had been escalated leaving me without service for more than 48 hours.

  Business Response

  Date: 07/10/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ***** ***** 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 Ms. ***** spoke with an gent on 7/07/2023, and it was found that the IMEI of Ms. *****'s phone had been associated with another lease through SmartPay. The Operations team submitted a request to change the IMEI number to the one provided by Mr. *****. At this time, SmartPay believes the issue has been resolved.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 07/10/2023

  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:07/01/2023

  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.

  After being part of ACP program for three months. This company decided to charge me this month for a service the government already paid and has been paying for. I recently had surgery and able to work. It’s very upsetting they would take money for a service that has been paid for. They blame total by ******* and they state otherwise.

  Business Response

  Date: 07/14/2023

  To Whom It May Concern: 
  

  We want to thank *** *** ******** for contacting SmartPay regarding participation in the ACP Program. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise according to Total by *******, *** ******** is not a participant of the ACP Program. The email he attached from Total by ******* requested that *** ******** contact them. This may have aided in the information we received from Total by *******. 

  Currently, the lease is showing as returned, so no further action will be taken on the account. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 07/15/2023

  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. First it’s *** ******** and I have an award letter from ACP to prove otherwise. Reason why I returned your phone to go with a company that’s goes by the government help given. I have worked all my life and feel because I need help at the moment I’m treated as such. I was even laugh at by one of your customer service reps. Thank you.
  
  
  Regards,
  
  
  
  *** ********
  

  Business Response

  Date: 07/17/2023

  To Whom It May Concern: 
  

  We want to thank *** *** ******** for contacting SmartPay regarding her lease. We completed an investigation into the matter and advise we sincerely apologize that *** ********'s recent experience with SmartPay didn’t meet her expectations. The 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.  
   
  Thank you for taking the time to share her concerns, the 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:06/23/2023

  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.

  In April 29, 2023 Smartpay Leasing contacted me and told me that my card was declined by my bank for phone service. Please note that they had already taken a payment out via the same card May 22 for the equipment, and my payment due wasn't even due to come out until May 1.
  
  I immediately contacted my bank and they said that there was no problems with my card. I emailed their customer support and received the attached email. I paid ******* directly for service using the card with no issue.
  
  May's payments went through with no issues and I assumed they had resolved their system glitch.
  
  Today I find out that my phone has been deactivated. They have in NO WAY attempted to contact me to tell me there was any changes or issues so this was a complete shock.
  
  I am given no option to connect to customer service via the phone as you would normally have with disconnected phone service and I have emailed them with no response as yet. I of course immediately paid them with the card they had on file and the payment processed with no issues.
  
  I was very surprised to see they had removed any option of autopay from their system. Again there has be no contact to me regarding any changes to autopay or their removal of that option so of course they blindsided me (and I'm assuming other customers) with this. Also I have no way of knowing when my phone service will be reactivated.
  
  As you can imagine I am extremely upset by the lack of communication and would like the company to rectify this situation immediately as well as set my expectations regarding future payments so I can determine if I must find service elsewhere.

  Business Response

  Date: 06/29/2023

  To Whom It May Concern: 

  
  We want to thank *** **** ****** for contacting SmartPay
  regarding her lease. We understand that there is some confusion with the terms
  and conditions of her lease. We completed an investigation into the matter and
  advise *** ******** lease was taken on 12/25/2023. She agreed to payments of
  $23.55 every 30 days with payments as follows:  01/21/2023, 02/20/2023,
  03/22/2023, 04/21/2023, 05/21/2023, 06/20/2023, 07/20/2023, 08/19/2023,
  09/18/2023, 10/18/2023, 11/17/2023, 12/17/2023, 01/16/2024, 02/15/2024, 03/16/2024,
  04/15/2024, 05/15/2024. *** ****** also agreed to a Service Plan in the amount
  of $30.75. Per the Lease Agreement, if she fails to make a payment on
  the service plan or the service plan is not topped up for any reason, then
  SmartPay will continue to debit her account until a successful debit occurs or
  a purchase of a service plan on her own is completed. The Lease Agreement has
  been attached. 

  We received notification, on 4/28/2023, from Totalby******* that
  your Service Plan was not on AutoPay and no payment had not been made; because
  of this notification SmartPay began attempting payment for the Service Plan on
  4/28/2023. According to records from our payment processing service we received
  a decline from *** ******** bank. No other information was provided. Again the
  payment was attempted on 4/29/2023, and again it was declined. Another attempt
  on 4/30/2023 was again declined. All these attempts were for *** ********
  Service Plan, not for the lease payment.

  SmartPay did successfully withdraw her lease payment in the
  amount of $23.55 on 4/21/2023, which as shown above was the due date. On 5/29/2023 her Service Plan was successfully withdrawn. According to SmartPay records the next lease payment is due on 7/20/2023 and the next Service Plan payment is due 7/24/2023.
  

  We sincerely apologize for any confusion regarding *** ******** lease with SmartPay. If she would like to speak SmartPay please contact Customer Support by calling ###-###-#### and one of the friendly agents will be able to assist

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

  Customer Answer

  Date: 06/29/2023

  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.

  According to ******* *** bank, Smartpay never made any attempts to collect a payement from my account using my card number after 04/21/2023. I have submitted a portion of my bank statement to confirm there there were no rejected payments during the time that Smartpay is referring to, and there was quite a sufficient balance to cover the charges. ******* *** would be more than happy to confirm that at no point during the referenced time was there an attempt to use my card, rejected or otherwise. 

  Payments in May went through as expected, and then this month my phone was disconnected. There was no contact of any form, though they did contact me in April regarding their system issue that caused the bank error. This month they made no contact to advice that my lease payment wasn't taken, and as you can see, even though I've paid them, my phone is still disconnected and Total by ******* states that Smartpay is keeping the IMEI blocked, likely in retaliation for this complaint. Again, ******* *** has received ZERO electronic requests for payment through Smartpay. I have included, again, my bank activity, though I don't have access to a statement as yet. As you can see, the payment was not attempted until I made it manually through Smartpay's system on 06/24, upon finding that my phone had been disconnected. And again, ******* *** would be happy to confirm that Smartpay did not attempt to take payment electronically with my debit card information.

  I reject this company's excuse that I did not understand my agreement when they failed to attempt to take the payments in said agreement, and failed to notify me in June that there was an issue at all. Obviously I am not alone, as any perusal of social media or any rating system will show you reams of the same issues over and over again with Smartpay, and an overall rating of the lowest scores possible for a company to receive.

  I have contacted both Smartpay and ******* to no avail. At this point I would like a refund for the service that I have not received, and a written assurance from Smartpay through this complaint that if I pay the lease in full in order to discontinue business with their company, that my phone will be able to be used on the ******* network immediately. I have no wish to babysit this company in order to have the service that I have no issue paying for.

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

  Business Response

  Date: 07/14/2023

  To Whom It May Concern: 
  

  We want to thank *** **** ****** for contacting SmartPay regarding her lease. We completed an investigation into the matter and advise as previously stated we received notification from the credit card processing company that the payment could not be processed, but no other specifics. The payment may not have made it to *** ******** bank. Notifications were sent when payments are not made. In April *** ****** received those notifications, but she also opted out of receiving emails from SmartPay. Once we receive an opt out we do not contact the customer, so when payments weren't received in June we couldn't send notifications. 

  After non-payment a phone will be disconnected. Once the payment is made the IMEI number will be removed from the blocked list and the phone should work as normal. 

  If *** ****** would like to pay off the lease in full she is more than welcome to do so. Once the lease is paid in full, business with SmartPay will be complete. At that time *** ****** can choose who she would like to obtain service through. 

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

• Initial Complaint

  Date:06/22/2023

  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.

  This company says they take lease payments every 30 days, my last payment was made on 5/30/23 and now they are saying my payment is due on 6/24/23 which is not the allotted 30 days and they will deactivate my phone for non payment.

  Business Response

  Date: 06/23/2023

  To Whom It May Concern: 
  

  We want to thank *** ***** **** for contacting SmartPay regarding her lease. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise *** ****** payments are due every 30 days as follows: 04/25/2023, 05/25/2023, 06/24/2023, 07/24/2023, 08/23/2023, 09/22/2023, 10/22/2023, 11/21/2023, 12/21/2023, 01/20/2024, 02/19/2024, 03/20/2024, 04/19/2024, 05/19/2024, 06/18/2024, 07/18/2024, 08/17/2024. Attempts to take *** ****** payment for May began on 5/25/2023, but were unsuccessful until 5/30/2023. *** ****** next payment is due on 6/24/2023. Payment due dates are set in place at the beginning of the lease, and will not be moved based on when the customer actually makes the payment. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Business Response

  Date: 06/23/2023

  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 her lease. We completed an investigation into the matter and advise Ms. ****** payments are due every 30 days as follows: 04/25/2023, 05/25/2023, 06/24/2023, 07/24/2023, 08/23/2023, 09/22/2023, 10/22/2023, 11/21/2023, 12/21/2023, 01/20/2024, 02/19/2024, 03/20/2024, 04/19/2024, 05/19/2024, 06/18/2024, 07/18/2024, 08/17/2024. Attempts to take Ms. ****** payment for May began on 5/25/2023, but were unsuccessful until 5/30/2023. Ms. ****** next payment is due on 6/24/2023. Payment due dates are set in place at the beginning of the lease, and will not be moved based on when the customer actually makes the payment. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  **** *** ***** 
  Cincinnati, Ohio ********** 

  Customer Answer

  Date: 06/23/2023

  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,
  
  
  ***** ****
  

  Customer Answer

  Date: 06/23/2023

  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:06/19/2023

  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 financed speakers paid 251 after one month I couldn’t afford it I returned everything they still want to charge me 251 and not refund me anything when I told then numerous amounts of times I don’t have money right now and can’t afford it

  Business Response

  Date: 06/19/2023

  To Whom It May Concern: 
  

  We want to thank *** ********* ********* for contacting SmartPay regarding his returned items. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise all items were received as a return on 5/30/2023. Per the Lease Agreement- Termination: "You may terminate this
  Agreement without penalty by voluntarily surrendering or returning the
  Merchandise to us in good repair, reasonable wear and tear accepted, along with
  any past due rental payments, at any time. You remain liable for rental
  payments until the Merchandise is returned to us." *** ********* had a payment due on 5/01/2023 that was never made before the items were returned. That payment is due regardless of the return. SmartPay will continue to attempt to collect the Overdue balance of $251.16. Once that balance is collected the lease will be closed.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:06/18/2023

  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.

  ***** ** ******** was not able to verify my identity with SmartPay Lease.
  I want to know why.
  I want my credit report to be correct.
  I want documentation of all my data ***** ** ******** and SmartPay Lease have
  If either company did anything illegal or wrong I want this complaint filed.

  Business Response

  Date: 06/19/2023

  To Whom It May Concern: 
  

  We want to thank *** ******* ****** for contacting SmartPay regarding her credit report. We understand that there is some confusion with the application process while in a ***** location, for the lease to own option through SmartPay. We completed an investigation into the matter and advise we can find no SmartPay accounts matching the information provided in this complaint. We would also like to advise that SmartPay is a No Credit, Lease to Own option for cell phones, so no credit was pulled on the part of SmartPay.

  We sincerely apologize for any confusion regarding Ms. Thomas's application with *****.

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