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:06/09/2023

  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 applied for a phone on Dec 29th, 2022, they sent an email that said:
  
  "We have completed our review process. Some of the information you provided could not be verified. We will be unable to process your transaction at this time. Please apply again after 7 days."
  
  I never applied again and purchased my phone at Apple in full. I NEVER recieved a phone from this company and now they are appearing on my credit report. Please do not trust this company.

  Business Response

  Date: 06/22/2023

  To Whom It May Concern: 
  

  We want to thank *** ****** ***** for contacting SmartPay regarding his application. We understand that there is some confusion with the terms and conditions of his lease application. We completed an investigation into the matter and advise when an applicant applies for a lease through ******** with SmartPay, as part of the application the applicant can choose to have their credit run, ******** will validate information using Third-Party resources such as credit reporting agencies. The disclosures for the lease application advise the appliant's credit will be validated. After validation and review are complete, ******** will notify the applicant whether they qualified for a lease. The completion of a credit application is considered Permissible Purpose according to the Fair Credit Reporting Act. The company respectfully declines the request to have the credit inquiry removed as it was associated with the credit application. The voluntary signature on the credit application is an acknowledgment that the company has the authorization to utilize third-party resources, such as credit reporting agencies, to complete the underwriting for the credit application.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:06/06/2023

  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.

  SEVERAL WEEKS AGO I ordered a phone using the smart pay system. I even paid for overnight shipping. NO PHONE. I tried to make contact through chat and phone calls and was given the complete runaround. I have no ****** and I want my money back! $50 gone!!!! I want my money back! This was set up for reoccurring payments as well! I need that cancelled since I can't make contact with the company!!! if I can't get my money back, I will have to go through my bank!!!!

  Business Response

  Date: 06/10/2023

  To Whom It May Concern: 
  

  We want to thank *** ****** **** for contacting SmartPay regarding his order. We completed an investigation into the matter and advise our records show that your order was not shipped by the Service Provider. We apologize for the confusion and any inconvenience that *** **** experienced. The funds paid towards the origination of the lease were placed on an authorization hold. Normally an authorization hold will fall off within 48 hours and the funds are returned to the account. Since the order did not ship SmartPay would have released the funds back to *** ****** account. For additional details regarding the order, please contact StraightTalk directly, as we do not have any additional details.  

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

  Customer Answer

  Date: 06/10/2023

  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.

  That is the same thing they told me over a month ago, only when I try to reach out to straight talk about it they tell me to contact smartpay! I also cancelled the card I used because this was going to be a recurring charge and it wouldn't let remove my method of payment! They would need new card info but when I try to call, I can't get a human! 
  
  
  Regards,
  
  
  
  ****** ****
  
  

  Business Response

  Date: 06/12/2023

  To Whom It May Concern: 
  

  We want to thank *** ****** **** for contacting SmartPay regarding his order. We completed an investigation into the matter and advise if *** **** would like to supply a bank statement showing the transaction from SmartPay we would be happy to review the complaint further. The bank statement would have to show *** ****** name and the transaction along with the date of the transaction, and the transaction cannot be in "Pending" status. The bank statement can be sent to [email protected].
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:05/30/2023

  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 authorized payment to come from my card for a cell phone. The authorized amount was $146 and some change to run on the 21st of each month. For months, they’ve charged my card for $73.14 on whatever day of the month they run it. Then in May, they charged $346.80. When I called, they said they have no record of any communication outside of a promise to pay for the beginning of March for $72. There was never a promise to pay and a promise to pay is for a set amount on a set date, not three months later.

  Business Response

  Date: 06/01/2023

  To Whom It May Concern: 
  

  We want to thank *** ********* ******* for contacting SmartPay regarding her previous 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 *** ******* since the date of sale.   
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 06/01/2023

  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.  The reason for this rejection is that I do not have an account with them in my name therefore they could not have closed or transferred my account. The account in reference is for that of my husband, however, it was my card being used for payments. The agreement was for $149 a month I believe and they charged $346. That amount was never discussed nor agreed to. 
  
  
  Regards,
  
  
  
  ********* *******
  

  Business Response

  Date: 06/10/2023

  To Whom It May Concern: 

  We want to thank *** ********* ******* for contacting SmartPay regarding her previous lease. We completed an investigation into the matter and advise this is a duplicative complaint that was previously answered on 6/05/2023. 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 

  Customer Answer

  Date: 06/12/2023

  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.

  Myself nor my spouse ever agreed to any amount for a monthly payment other than the $149 and some change. Your company charged lower amounts for months and then ran a payment (proof attached) for more than twice the agreed upon amount. This was not authorized, ever, as we have never spoken to your company directly prior to this unfortunate event  

  i 
  
  
  Regards,
  
  
  
  ********* *******
  
  

  Business Response

  Date: 06/14/2023

  To Whom It May Concern:

  
  We want to thank *** ********* ******* for contacting SmartPay regarding her previous lease. We completed an investigation into the matter and advise this is a duplicative complaint that was previously answered on 6/05/2023. 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:05/30/2023

  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.

  A phone was leased fraudulently under my name from SmartPay on 12-20-2021. They have recently turned it over to a collection agency and that's how I found out about it. I called Smartpay 4/7/23 and spoke to ******** at 1:10 pm and she took all my information. She said they will have a resolution in 30 days. When I didn't hear anything I called back on 5/12/23 and spoke to a gentleman for at least an hour with many hold times back and forth. He said they would need another 10 business days to resolve. As of day, 5/30/23, I have yet to hear from SmartPay. So, I have called 3 times today. I wait on hold for 20 minutes then a survey comes on to rate the rep I spoke with (which I didn't speak to anyone). I feel I have given this company ample time to get this resolved.

  Business Response

  Date: 05/31/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ****** ***** for contacting SmartPay regarding ID Theft. The Company has investigated this complaint and offers the following explanation: we have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review. If the Fraud team determines that there was potential ID theft, a case will be opened, and the fraud analyst assigned to the case will reach out to Ms. ***** to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with Ms. ***** to remove any information from her credit file associated with the matter. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 06/02/2023

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

• Initial Complaint

  Date:05/29/2023

  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 ordered a phone through smart pay. The phone was blacklisted. I have been on the phone for days trying to fix the issue. they keep saying it is not their problem, but they sold me a phone that was blacklisted. They are telling me I have to buy some 2 month unlock service through them. It should not have been locked in the first place.

  Business Response

  Date: 06/05/2023

  To Whom It May Concern: 
  

  We want to thank Mr. ****** ****** for contacting SmartPay regarding his lease. We completed an investigation into the matter and advise StraightTalk confirmed the device is now active and working properly. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:05/16/2023

  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.

  After being charged for a phone for 16 months a total of $406.40 for a phone that I only had possession of for. 1week and was returned to them . They finally approved a refund after 14 phone calls and about 30 hours total for the full amount and told me the check was sent out may 6 th 2023 I didn't recieve it by may 16 I called them and was told I had to verify my mailing address that I had previously done many times . Today may 16 they confirmed my address and said I would be getting a confirmation email with tracking number because the check would be mailed through fed ex within 48 hrs .I told them if I didn't recieve this email or check by Friday may 19 2023 I would be calling back . I'm so done with this company .thus payment dosnt include the interest that has incurred on my credit card from the payments each month for 16 months .

  Business Response

  Date: 05/26/2023

  To Whom It May Concern: 
  

  We want to thank *** **** **** for contacting SmartPay regarding her refund. We completed an investigation into the matter and advise a check was sent out on May 25, 2023 shipping overnight.  The tracking number for the envelope is ******************. According to the tracking the package was left at *** ****** front door this morning.

  We sincerely apologize for any confusion regarding *** ****** lease with SmartPay.

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

  Customer Answer

  Date: 05/26/2023

  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:05/15/2023

  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 entered into a lease agreement (*********) with Smartpay Leasing, LLC on 10/14/2022 where I received a ****** *** ** serial number *********** through the merchant
  ********Store
  **** ******** *** ***** ** ****###-###-####
  
  However, I was leased to receive and been paying for an ****** ** serial number *************** according to the SmartPay Leasing contract (*********) which I never received.
  
  SmartPay Leasing, LLC.
  7755 Montgomery Road, Suite 500
  Cincinnati, Ohio 45236
  Lessor Contact Number:
  ###-###-####
  
  The cost of my current phone is $200.00 and the cost of the phone on the lease is $400.00. I am being overcharged in this contract as I never got the item that's listed and neither business seems competent enough to help me. I made an additional principle pay on this contract on 11/14/2022 for $42.00 with my ******** card yet my principal balance does not reflect this payment. I have been speaking with Smartpay since November 2022 about this matter and nothing has been resolved.
  My original plan was to simply pay off the lease within the first sixty days that way I would only have paid an additional $80.00 for the lease but I could not get the ******** store which is now a Total Wireless to fix there error or to give Smartpay their receipt from the initial purchase.
  I created a claim with Smartpay and their end result was to inform me that they couldn't get the receipt from the vendor and that I would have to figure it out basically.
  I feel wronged by both businesses as neither was able to assist me. I feel like I have just been frauded all over again and again as I earnestly attempted for months to remedy this matter.
  I feel like the ********/Total wireless store (this location) did this on purpose fraudulently and I believe that Smartpay missed something crucial in this transaction that makes them complacent.
  
  I have called Smartpay so many times and been ignored until I am over it as well as I have visited the ******** store many times without help.

  Business Response

  Date: 06/02/2023

  To Whom It May Concern: 
  

  We want to thank *** ******** ***** for contacting SmartPay regarding her lease. We completed an investigation into the matter and advise SmartPay has made multiple attempts to contact the store to request the store invoice without response. As a courtesy, an adjustment in the amount of $199.99 has been made to *** ******* lease. This adjustment resulted in a refund in the amount of $174.16 being issued back to the primary card on file. I* *** ***** has any other questions or concerns she can reach Customer Support at ###-###-####.

  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 *** ******* lease with SmartPay.

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

• Initial Complaint

  Date:05/09/2023

  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.

  Purchased a phone through smart pay leasing for straight talk. The phone didn't ship until April 8th I didn't receive or activate the phone until April 10th. My phone was deactivated on may 5th. When I contacted smartpay about the issue on Saturday they told me there wasn't an active lease in my name. Now I'm being told that there was a glitch jn. There system and it showed that my lease was canceled.. I still do not have my service restored after 4 days of contacting them about the issue.

  Business Response

  Date: 05/12/2023

  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 were able to reopen the lease. Ms. Cobb will need to contact the Service Provider to re-establish service.
  

  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 

  Customer Answer

  Date: 05/12/2023

  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:05/07/2023

  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.

  I have never used smartpay for any purchases. I buy my phones outright. I just received a notice from a debt collector that as of July 20, 2020 I have an outstanding balance of $125.97. I have never received and mail or contact from Smartpay. This seems very much like a scam.

  Business Response

  Date: 05/09/2023

  To Whom It May Concern: 
  

  We want to thank *** ********** ******* for contacting SmartPay regarding her previous 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 *** ******* since the date of sale.  
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:05/05/2023

  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 signed a lease for a new phone to use with my existing ****** ****** service and it was acknowledged at purchase I was an existing customer. After 1 month, Smart pay charged me an additional $53.63 for a service plan. When I contacted them to get it corrected they referred me to ****** ****** for a refund. ****** ****** sent me back to smart pay. I experienced 3 days of back and forth. Smart pay taking this payment resulted in my phone being removed from my original plan and placed on a different plan. 3 days to fix that issue as well. I was told it was corrected and I was not set up from an automatic charge for a service plan with smart pay but the system says I still am. I was told I would receive a refund of my $53.63 and have not received it. Smart pay just keeps saying it will be there in 24 to 48 hours and never shows up. This has caused billing issues with ****** ****** resulting in one of my lines being disconnected and having to fight for several hours to restore it.

  Business Response

  Date: 05/12/2023

  To Whom It May Concern: 
  

  We want to thank *** ***** ***** for contacting SmartPay regarding his Service Plan. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise and were able to confirm with *** ******* Service Provider that he has auto refill set up on his service. SmartPay was then able to remove the  Service Plan payment from the SmartPay lease. No further Service Plan payments will be deducted from his debit card by SmartPay.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 05/12/2023

  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 am still charged twice for the service plan. Once from smart pay and once from my provider. I would like my $53.63 refunded. I got told by smart pay to contact my service provider because they provide the service. My service provider tells me I have to go to smart pay since they withdrew my payment from my checking account. I would like that amount refunded by smart pay back to my card they used.
  Regards,
  
  
  
  ***** *****
  
  

  Business Response

  Date: 05/26/2023

  To Whom It May Concern: 
  

  We want to thank *** ***** ***** for contacting SmartPay regarding his Service Plan. We completed an investigation into the matter and advise we were able to confirm with ************ that on May 11th *** ***** spoke with a representative and agreed that the additional Service Plan that was purchased would be put in reserve. *** ***** will need to contact ************ when he is ready to use the purchased Service Plan. Since *** ***** made this arrangement with ************ no refund will be issued. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  They never placed any plan in reserve. After several more calls. I was told the only way to get any refund would be to cancel my automatic payment on my ****** ****** account which would violate my agreement with smartphone. When I explained this to ****** ******, they advised it is the only way to get my credit. Smartphone must refund the money. Then, ****** ****** cancelled my phone.
  
  
  Regards,
  
  
  
  ***** *****
  
  

  Business Response

  Date: 06/10/2023

  To Whom It May Concern: 
  

  We want to thank *** ***** ***** for contacting SmartPay regarding his lease. We completed an investigation into the matter and advise the last information we received from from ************ was *** ***** received the credit towards his account. He would need to speak with them about any refunds.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 06/12/2023

  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 find the response false because ****** ****** continues to advise me that only SmartcPay can refund it as they are the one that took the payment.

  I have a lawyer against ****** ****** for the actions they performed dye to this but there has been no refund or credit. In fact, ****** ****** stated the only way any credit can ever be issued is if i terminate all forms of automatic payment and restart my account which would effect my lease with Smart Pay.

  AT this point, I have been forced to take legal action against ****** ******. To avoid that here, I would like all money to Smart Pay refunded and my lease reported as PAID IN FULL.

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

  Business Response

  Date: 06/19/2023

  To Whom It May Concern: 
  

  We want to thank *** ***** ***** for contacting SmartPay regarding his lease. We completed an investigation into the matter and advise we have issued a refund in the amount of $53.63. A paper check request has been submitted and will be mailed to the address on file. *** ***** should receive the check within 7- 21 business days, based on USPS.

  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 

  Customer Answer

  Date: 06/24/2023

  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 have had to pursue this matter for two months with zero regard for my time and the loss in my professional time. I can accept the refund at this point, but I do feel that more is needed as there is no reason this could not be resolved at the start and had to drag out for two months. I feel more is needed to resolve this and make it right. If clearing the current lease and considering it is paid off, something more should be done. An additional amount should be offered for the loss of time and loss of wages.
  
  
  Regards,
  
  
  
  ***** *****
  
  

  Business Response

  Date: 06/27/2023

  To Whom It May Concern: 
  

  We want to thank *** ***** ***** for contacting SmartPay regarding his Service Plan. We understand that there is some confusion with the terms and conditions of his Service Plan. We completed an investigation into the matter and advise SmartPay is only the leasing agent for your device. We receive notification from his Service Provider, ************, if the Service Plan payment hasn't been made and SmartPay attempts to collect that payment for ************, per the Lease Agreement. If SmartPay is able to collect the Service Plan payment that payment is immediately transferred to ************. 

  When *** ***** originally filed the complaint with the BBB SmartPay had already transferred the funds to ************. It was explained that *** ***** would need to contact ************ for refund. After that response was sent SmartPay received notification from ************ stating they had reached an agreement with *** ***** to refund the funds, but created an overage on his account that he could then use to make his Service Plan payment in the future. SmartPay then received *** ******* first rejection. At that time, it was explained that according to ************ an agreement had been reached.  *** ***** again rejected SmartPay' s response stating he planned to take legal action against ************, and was very upset with the situation. SmartPay consulted with the Legal Team and agreed to refund *** ******* payment, even though those funds had already been transferred to ************. 

  SmartPay has now received *** ******* fourth rejection of their response. This time *** ***** is requesting his lease be closed as paid in full. SmartPay has provided all information requested and refunded funds that were already provided to ************. SmartPay will not close *** ******* lease and we believe this issue has been resolved.

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

  Customer Answer

  Date: 06/28/2023

  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.
  

  ****** ****** made no such offer of credit and causing an overage. ****** ****** continues to tell me to contact Smart Pay regarding the matter and when I contact ****** ****** again, it goes the same way. The only time they stated anything about a credit was if I removed the automatic payment from my ****** ****** account for 3 months. ****** ****** would then report to Smart Pay my auto pay was canceled.  Per an employee with Smart Pay,  Smart Pay would either automatically take the payment three days before my ****** ****** billing cycle ended (which would still block any overpayment credit from applying) or Smart Pay would consider me in breach of my lease agreement and charge me the full remaining balance, but the employee could not state exactly which would happen. 

  This also raised an issue that my husband has a lease with Smart Pay and the employee stated that it would be the same for his lease (again, per a Smart Pay employee). I cannot see the point to continue to never get to see any credit on my ****** ****** account ( which has four lines that would be affected)  because Smart Pay will charge me before anything overpaid can be applied or get charged $360 from Smart Pay  for violating my lease to get $53.63 applied to ****** ****** account. Since no one with ****** ****** could tell me or my attorney which result would come by canceling my automatic payment, my husband and I do not want to risk waiting 2 years to finally get the credit on the ****** ****** account.

  i will also point out that my ****** ****** account has four lines in a family plan and as soon as Smart Pay takes a payment and sends it to ****** ******,  it removes my line and my husband's line from the family plan, charges us full price and we get a discount on our account. When this happens ( as it did when thus all started) I have to fight for days for it to get corrected. And no one offers any credit or adjustments for that. In fact, ****** ****** charged my line double the discounted plan fee, terminated my line, and made me pay again to get it back on and would not adjust for any of it. All because Smart Pay took a payment. And I still get referred to talk to Smart Pay over the refund and Smart Pay still send me back to ****** ******.  In fact, it still happens as recent as 6/26/2023 to both myself and my attorney,  but ****** ****** told Smart Pay  something very different which is why I had to get an attorney against ****** ******.  That same attorney has advised that since Smart Pay started all this by taking that payment initially,  they can also be charged with all twelve charges against ****** ****** as an accessory in the matter, which I fo not want to do. 

  I just want matter resolved to a satisfactory resolution without additional legal action. I am sure everyone can agree at this point. 

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

  Business Response

  Date: 07/06/2023

  To Whom It May Concern: 
  

  We want to thank *** ***** ***** for contacting SmartPay regarding his lease. We completed an investigation into the matter and advise we have now closed *** ******* lease as complete. Now that the lease is closed we believe all business with SmartPay has been resolved, and any further contact should be made with ************, as they are the Service Provider.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices ofSmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 07/12/2023

  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,
  
  
  
  ***** *****