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:05/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 4th I purchased an iPhone 11 on straight talk .com using smart pay. The money was taking from my account and I never received confirmation about my order or a email.

  Business Response

  Date: 05/05/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ******** ***** for contacting SmartPay regarding her order. We completed an investigation into the matter and advise please be advised that tracking information will not be available until three (3) business days after the lease open date. Ms. ***** should be sure to check her email inbox, including SPAM folder, for any carrier updates.
  
  If it has been passed the three (3) business days since the lease open date, and Ms. ***** hasn't received tracking information, please contact our Customer Support by calling ************ and one of our friendly agents will be able to assist.  
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 05/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *****
  

• Initial Complaint

  Date:05/04/2023

  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’ve made a purchase for $90 with this company in January and never received the item because it was sent to the wrong address. Since informing them, they have confirmed they received the items, but have yet to release the funds into my account. They have been telling me to wait 30 days each month since for a resolution just to turn around and have no resolution for me at all. I told them to just send me a check and they said they did, and that it would take 30 days but yet again there’s no check in the mail.

  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 a refund in the amount of $90.59 has been processed. This refund was issued in check form and will be mailed to the address on file. Please allow 30 days for processing and mail.

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

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

• Initial Complaint

  Date:05/04/2023

  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.

  I went into ***** *** to buy my son a ****** & earpods. I was going to pay In full almost $1,200 But the representative said I could pay for it in payments. So I went ahead and got it. I was told they would email the details . So I figured $1,200 it shouldn't be too much in financing. But I was wrong $1,000 financing cost? Oh, & it changed from a purchase with insurance to a lease plan with a ridiculous buy out cost. I have made 5-payments over $900 in payments & I have 6-payments remaining with a current cost of over $790 buy out or give them 6-more payments of $193.00
  90% interest on a purchase that they change it from purchase to lease with buy out option.

  Business Response

  Date: 05/05/2023

  To Whom It May Concern: 
  

  We want to thank *** ******* ***** for contacting SmartPay regarding his lease. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise a copy of the Lease Agreement was provided to *** ***** at the time of the transaction and the lease terms/conditions will be found there, including the Early Purchase Option.  
  
  If you need a copy of the Lease Agreement, please contact Customer Support by calling ###-###-#### and one of our 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: 05/05/2023

  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: 05/10/2023

  I have attached a  copy of the text message ***** is Sending customers.  Please note You do not receive a copy of the contract  at ***** *** only a ***** *** receipt upon purchase.  ***** says Smart pay will Email you the details .But when yyou receive everything it's not what you thought ***** *** employees are pushing customers for this when buying cash but do not tell you.  You will be billed twice the cost of the phone & accessories . Then when you go back to ***** *** all they say is we are sorry but we have nothing to do with Smart Pay. Smart Pay has nothing to do with us ,Smart pay is a vendor that provides a service for ********. So they wash their hands & you  go back & forth with no results.  Before my complaint my Smart Pay receipts would have a click able link they have to access your account. But now they have removed access to my receipt as well to  access account after my complaint  I have attached pictures for your records.  Please note ***** *** claims they are not associated with them but someone on tip is in on the scam & is most likely the owner of Smart Pay. Why is ***** *** forcing this promotion upon customers but when yyou receive the details.  It's sorry, but you need to contact Smart Pay , we are not associated with them they are a vendor??? This makes no sense. 

  Business Response

  Date: 05/12/2023

  To Whom It May Concern: 
  

  We want to thank *** ******* *****  for contacting SmartPay regarding his lease. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise as previously stated, a copy of the Lease Agreement should have been provided for review prior to completion of the transaction. The Lease Agreement is also emailed to the customer after completion of the transaction. *** ***** could have then returned the items to ***** for a full refund based on the timeframe listed within the Lease Agreement. At this point *** ***** has two options: (1) the phone can be returned to SmartPay by calling the Customer Support Team at ###-###-#### or (2) the Lease can be paid in full. 

  Again, We sincerely apologize for the in store experience. 

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

  I did not receive a copy of the contract as stated nor has ***** or smart pay made a effort to contact  me inr reguards to the mater. ***** *** states Smart pay is a separate corporation from them. Smart pay should be sued for the ridiculed interest charge this should be illegal for business to do to the public.As stated on the last email.  Smart pay has removed access to website on my last invoice since my complaint.  Pictures were attached on previous email showing the difference in the invoice. No active links..

  Business Response

  Date: 05/23/2023

  To Whom It May Concern: 
  

  We want to thank *** ******* ***** for contacting SmartPay regarding his lease. 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 5/12/2023. 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:05/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a iPhone 12 pro through straighttalk and financed it through smart pay on March 15, 2023. I returned the phone in which I paid for return shipping on March 25, 2023 through UPS. The phone was received on Wednesday March 29, 2023 back to smartpay. I have not been refunded since this date. My original payment of 115.00 has not been refunded. On Friday April 28, 2023. I checked my checking account and was charged for a second payment to smartpay in the amount of 56.53. I spoke with a representative from the escalations department where he stated he had my return tracking information and saw that my return was received. He stated that I would receive an email within 24 to 72 hours and afterwards I would have 115.00 plus the additional 56.53 credited back to my checking account. Today is Monday May 1, 2023, and I have not received any refund. If this issue is not resolved this week, I will seek legal action.

  Business Response

  Date: 05/02/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ****** ****** for contacting SmartPay regarding her returned phone. We completed an investigation into the matter and advise a return was processed this morning 5/2/2023. A refund in the amount of $171.53 was issued to the original form of payment.

  We sincerely apologize for any confusion regarding the return.

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  I have received my refund and have been ensured that my account has been closed out.
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:04/27/2023

  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 is a continuation of my first complaint after being able to speak with a live representative at Smart Pay.
  
  They restricted by phone due to NON PAYMENT on a lease, the problem is that I DO NOT HAVE A LEASE ON MY PHONE! I purchased it from Amazon over 7 months ago and began using Straight Talk.
  On Monday April 24th I tried to refill my phone and was told Smart Pay put a restriction on it.
  HOW CAN THIS POSSIBLY BE?! I DO NOT HAVE A LEASE ON MY PHONE!
  They are telling me I leased my phone through them in October, let I was never CHARGED until yesterday when they accessed by bank account without my permission or knowledge.
  Smart Pay is linked with Straight Talk and have come up with a scam. Straight Talk is selling our information to Smart Pay so they can access our information and phones.
  I was told this by my attorney who just in the past 5 months has received 4 inquiries regarding the illegal practices of Smart Pay. They will trap you and lock your phone if you do not pay them, even if you have never heard of this company and do NOT lease your phone!
  They are not affiliated with the BBB and there are an overwhelming amount of complaints.
  I absolutely do not know what to do, as Straight Talk gave them ALL my personal information and every detail about my phone including the IMEI number, make, model and color!
  They try to make you believe that your crazy and do not remember starting a lease with them! This is absolutely bizarre and beyond my comprehension on HOW they are able to steal funds from individuals that are not even affiliated with this company!
  My attorney is currently doing his research and even mentioned a class action lawsuit against Smart Pay, hopefully the BBB can put a stop to this theft, as if you do not pay them they will shut down your phone even if you have never even heard of them. There is no way out if you want to keep your phone in use. You can’t even refuse these charges at your bank bc if they do not get paid you will lose your phone!!!

  Business Response

  Date: 05/02/2023

  To Whom It May Concern: 
  

  We want to thank Ms. *** ******** for contacting SmartPay regarding her deactivated 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 this is a duplicative complaint that was previously answered on 5/02/2023. No additional facts or circumstances have been provided that would require a different answer.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:04/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a phone thru smartpay, and for the last 3 months in a row they have taken the normal payment of $27 and then a week later they take another payment of $36! I have talked to them several time over the phone and thru email and I was told the last time that they found the problem and it was going to be fixed. Then I was charged the same 2 payments this month also. I sent them another email and now they are saying they don’t see the charges and it must be someone else using the card. I have already sent them bank statements and everything and they are still arguing with me and refuse to give me my money back.

  Business Response

  Date: 05/03/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ****** ******** for contacting SmartPay regarding charges on her account. We completed an investigation into the matter and advise and found we have no record of the $36 charge as it would associate with her account. We reached out to Ms. ******** and questioned if anyone else has a debit card associated with the checking account. MS. ******** confirmed her father is also on the account, but did not want to provide any further information. We have used all means available to research the charge, but are unable to find where the charges are originating from. We suggest Ms. Thompson dispute the charges with her bank if they were not made by her or her father.

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

• Initial Complaint

  Date:04/25/2023

  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.

  On Monday April 24th my iPhone was disconnected due to being late on refilling my phone using Straight Talk.
  I called Straight Talk to refill my minutes, and I was told that my phone was deactivated! Due to non payment with Smart Pay. First of all, I own my phone. It was purchased 7 years ago from Amazon. It is NOT leased. I have never heard of Smart Pay, nor have I ever used them or done any business with them.
  Straight Talk could do nothing to help me, stating it is out of their hands and I would need to contact Smart Pay.
  I tried to get the representative at Straight Talk to understand that I do not lease my phone and I’ve never even heard of Smart Pay, but they are like robots and extremely hard to understand or reason with.
  I have been trying to get ahold of a live person at Smart Pay, but all my attempts are futile. Their automated system is not working and just keeps repeating itself asking for my account number! I don’t have an account number because I am not affiliated with this company.
  Something is VERY wrong, as I’ve never had any problems with simply refilling my phone. I have no idea HOW Smart Pay got my information and was able to deactivate a phone I have owned for 7 years. I highly believe this is a scam put in place between Straight Talk and Smart Pay in order to obtain money to get your phone back, even if you own your phone.
  I’m in a complete panic, as I need my phone for work and to check on my elderly grandmother. I am currently without a phone and I have no way of fixing this issue seeing I cannot speak to a live person at Smart Pay. I believe this is definitely an illegal operation after reading over 200 complaints on this company. I do not have the funds to purchase another iPhone, nor should I have to. It is not legal for Straight Talk to give out my personal information to another company in order to seek payment for a lease that I do NOT have.
  I’m at a complete loss as to what to do in this situation and I am seeking help to rectify it.

  Business Response

  Date: 05/02/2023

  To Whom It May Concern: 
  

  We want to thank Ms. *** ******** for contacting SmartPay regarding her phone being deactivated. We completed an investigation into the matter and advise Ms. ******** spoke with a supervisor on 4/26/2023 and the IMEI # was confirmed. The supervisor explained to Ms. ******** that the IMEI # provided is associated with a SmartPay lease that is overdue, which would result in deactivation. The supervisor also explained that is Ms. ******** can provide proof, such as a receipt,  that the phone was paid for in full another investigation can be completed. Ms. ******** was told to send the receipt to *************************. No further communication from Ms. ******** has been received, so at this time we consider this issue resolved.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  *********** **** ********** 

• Initial Complaint

  Date:04/17/2023

  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 would not tell me how many payments are left on a cell phone that I purchased for my wife, they have my credit card information on file and they charge my credit card every month like they have done for the past year. All I wanted was to know the remaining balance on the debt owed so I could pay it off and they would not tell me the remaining balance even though I am the one paying for it with my credit card that they automatically debit each month. They requested that my wife had to be the one to call. I feel like this is unacceptable when I am the one paying for the phone with my credit card that they have on file. And when I called in their manager and their person answering the phones was extremely rude and did not want to help at all.

  Business Response

  Date: 04/21/2023

  To Whom It May Concern: 
  

  We want to thank *** ****** ***** for contacting SmartPay regarding his wife's lease. We understand that there is some confusion around who is authorized to receive information about an account. We completed an investigation into the matter and advise unfortunately, we are unable to assist *** ***** at this time. Our records indicate that *** ***** is not a current customer or an authorized party, so we are unable to speak with him regarding an account. If the accountholder would like to call in and authorize our agents can speak with *** ***** we would be happy to assist. Please contact Customer Support by calling ###-###-#### and one of our friendly agents will be able to assist.
  
  Customer Support Business Hours:
  - Monday - Saturday 7:00 AM - 7:00 PM PST
  - Sunday 7:00 AM - 5:00 PM PST
   
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:04/11/2023

  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.

  On April 6 I attempted to order a phone with straighttalk via smartpay. On two separate attempts my order was NOT PROCESSED BUT THE MONEY WAS TAKEN BOTH TIMES. ALTHOUGH THEY RETURNED ONE PAYMENT, I HAVE BEEN CALLING THEM CONSTANTLY FOR A WEEK REQUESTING A REFUND AND THEY KEEP TELLING ME SOMETHING DIFFERENT!¡

  Business Response

  Date: 04/12/2023

  To Whom It May Concern: 
  

  We want to thank Mr. ***** ******* for contacting SmartPay regarding his application. We received confirmation from StraightTalk that Mr. ********* order was canceled. The lease to own transaction has been terminated and the no funds were taken. Customer's may see funds placed on a "Hold" when the application process is started, but if no further action is taken that "Hold" will be released within 3-5 business days. If Mr. ******* still shows the funds being taken by SmartPay we ask that he provide a copy of his bank statement showing the funds being withdrawn, and the Operations Team with SmartPay will review. The bank statement can be sent to *************************. Please add the Application # ********* in the subject line, so it can be attached to the correct account.  If he has additional questions or concerns, please contact Customer Support by calling ************ and one of our friendly agents will be able to assist Mr* *******.
  
  Customer Support Business Hours:
  - Monday - Saturday 7:00 AM - 7:00 PM PST
  - Sunday 7:00 AM - 5:00 PM PST

  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 04/12/2023

  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:04/05/2023

  Type:Delivery 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.

  Hello. I made a order with smartpay. I checked on my status , it’s saying I have no leases. I made a order for a phone straight talk. I called the company. They are saying they can’t cancel my order and refund my money until the phone comes here. Then I have to call them and return the phone and cancel. They will not let me cancel order

  Customer Answer

  Date: 04/06/2023

  I reread the terms. I did not immediately understand I need to wait 3 days to cancel order. They do not need to be addressed