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:03/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a phone through ******** **** and entered into a lease with Smart Pay. Before the phone arrived I changed my mind and reached out to both companies seeking information as to what I could do. Both told me to reject the phone and have it returned and they would issue a refund and cancel the lease. The phone arrived at my home by UPS and was rejected and never came off the UPS truck, tracking# ******************. Tracking shows it was received back to *********** ** on 3/13/23 received by *** *******. I have not received any feedback from either company that the item was received back to them nor that the lease or refund is being handled. I have called both companies numerous times and all that happens is transferred to someone else as many as 5 times in one phone call. Finally the last person will say it is the other company's responsibility to cancel the lease and refund the money. No one will even acknowledge receipt of the phone back to them. My original down payment has not been refunded, the lease is still active, and next week they are taking another payment from my bank account. I am attaching my documentation.
  
  Would you be able to help?

  Business Response

  Date: 04/10/2023

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding her returned order. We completed an investigation into the matter and advise your returned order was processed on 3/30/2023 and refund in the amount of $65.69 was issued to the original form of payment.

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

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

• Initial Complaint

  Date:03/21/2023

  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 in February. I was sent the wrong one. I was supposed to be sent(according to smart pay) a shipping label to return the phone and get the correct one. This has not happened. I have not been charged twice for a phone I am not using. I just want to be able to return the item and get my money refunded so I can safely do business elsewhere.

  Business Response

  Date: 03/23/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ******* ***** for contacting SmartPay regarding her phone. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise according the lease Ms. ***** purchased a Samsung Galaxy S22 5G, not the plus. If Ms. *****  would like to return the phone she is able to do so through SmartPay, as she is outside the window of returning directly to StraightTalk. Ms. ***** would need call SmartPay to request a return label. 

  We do have records of Ms. ***** contacting via email requesting a return label previously, and a response was sent explaining she would need to call Customer Support. When Ms. ***** called in the call was disconnected so no return label was sent. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio ********** 

  Customer Answer

  Date: 03/31/2023

  I keep calling and emailing them. I have requested the shipping label through email as I get nowhere by phone. I just keep getting generated responses.

• Initial Complaint

  Date:03/17/2023

  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.

  I leased a phone for this company. My payments were $21.04 a month. Last month they pulled an additional $50 from my account. When I contacted them about it the gave me a story of it was automatic and all other types of excuses not to give me my money back. This month they want $71! I called them AGAIN and stated that I didn’t sign up NOR did I appprove for them to take additional funds from my account! They’re still giving me the same story. I stated that I was NOT paying them additional and that they would get $21.04 a month as my lease agreement stated. They basically stole money out of my account! I disputed it the 1st time with my bank and they gave me a temporary refund. If I didn’t sign up for it or approve for someone to take additional money I don’t expect them to take additional money from my account! I also stated that I wanted their service planned removed from my smart pay account TWICE which has not been done yet.

  Business Response

  Date: 03/20/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ******* **** for contacting SmartPay regarding her lease. We understand that there is some confusion with the terms and conditions of that lease. We completed an investigation into the matter and advise as part of the requirements for the lease the customer will need to use TracFone's auto refill program. If the customer chooses to not participate in the auto refill program they are agreeing to sign up for an airtime and data plan (the "Service Plan"). Straight Talk Unlimited Plan 10GB Data- $45. Attached is the section of the lease agreement where this is addressed. 

  If Ms. **** does have a Service Plan on auto refill with TracFone she can contact SmartPay Customer Support at ************ and one of the friendly agents will be able to assist you.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio 45236-0454 

  Business Response

  Date: 03/28/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ******* **** for contacting SmartPay regarding her lease. We completed an investigation into the matter and advise this is a duplicative complaint that was previously answered on 3/20/2023. No additional facts or circumstances have been provided that would require a different answer. Ms. **** should review her Lease Agreement.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 03/28/2023

  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.
  
  
  

  When I signed up to lease a phone I purposely did NOT check “add a service plan.” Apparently they just recently updated their terms! This is my 2nd phone through the company and they decided on their own to go into my account to pull funds I DID NOT agree too! I’ve explained this so many times and quite frankly I’m sick of repeating myself. Smartpay WILL NOT be allowed to pull additional funds for a service plan. I purchase my service plans DIRECTLY through straighttalk. I always have and always will. This company is stealing from multiple people without them knowing! They will NO LONGER steal money from me!
  Regards,
  
  
  
  ******* ****
  
  

• Initial Complaint

  Date:03/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 8, 2022, I took out a lease (agreement #: *********) on an iPhone 11 64GB (serial #: ***************). According to my lease, there was NO service plan included since I am already included on another service plan. However, my leasing contract has been breached by SmartPay Leasing company as I have been charged $108.00 monthly for a service plan I did not sign up for. Currently, I am owed $1,188.00 for the unnecessary charges on my account. I have called Customer Service twice and was assured that the money would be refunded to my account, but no attempts have been made to rectify the error. Included is my leasing agreement printed from my SmartPay Leasing account. Attached are supporting documents for my original lease and the current charges for the last year.

  Business Response

  Date: 03/15/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ***** ******** for contacting SmartPay regarding her Service Plan. 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. ********** lease does contain information about the Service Plan. Specific information about Service Plan charges start on Page 7. A Service Plan is required to lease a phone from Total Wireless through SmartPay. Two calls were found and reviewed. During both call Ms. ******** called into Customer Support requesting a refund for Service Plan payments. Both agents explained a refund cannot be issued by SmartPay for Service Plan payments, but called Total Wireless through a conference call. Both agents agreed the Service Plan should be charged by SmartPay and refunds should be issued by Total Wireless. Ms. ******** should contact Total Wireless directly.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  **** *** ***** 
  *********** **** ********** 

  Customer Answer

  Date: 03/15/2023

  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. I was simply adding this phone to an already existing plan. That is what I agreed to in my lease contract. When prompted to select a specific plan or no plan, I chose “no plan”, seeing as I was already on an existing phone plan. When on a conference call with Total Wireless and SmartPay Lease, I was told that I would get a refund of at least $600 within the next 5-8 business days. However, no such refund ever happened. Both companies have been confusing to me as a customer and have not been helpful at all. If a refund is said to be issued, the company should made that right with the customer. I am not satisfied with the response. This whole ordeal has been simply pointing fingers at the other companies and hoping that the issue gets lost in the blame game. I do not make enough money to be stolen from by either company. 
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:03/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a phone from you all in March and received it a few days later . I will attach the police report , the email where I sent it , and the email from straight talk confirming the number being blacklisted and deactivated since it was stolen. This phone ordeal is messing with my credit because refusal to pay will affect my credit. I DO NOT HAVE THE PHONE . The phone is at **** ******** ** ***** ***** ** *****
  ********** County. I have made an attempt to contact ***** ***** , ****** ***** and ***** ***** who stole the phone and have not been successful getting the phone back so I can send it and null and void the contract. I did what I was suppose to. I contacted straight talk to made it seem like they could track it and get the police involved but they have not been successful in doing so. Taking the individual to court proved pointless because he moves around like a nomad and would not provide sn address that he could be served. i do not like paying $54 for something I do not have . I want this contract to be terminated. Expeditiously!

  Business Response

  Date: 03/15/2023

  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 that lease. We completed an investigation into the matter and advise *** ******* has spoken with a SmartPay agent and an offer to pay the lease off for the Fair Market Value of the phone. This is the SmartPay policy and is provided within the lease agreement (See Attached). *** ******* declined the offer, so the lease will remain open.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 03/15/2023

  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. I should not be responsible for it. The person listed in the original complaint should be made to pay it being that they still have the phone and an active plan with straight talk. The phone number to the phone is ###-###-#### or ###-###-#### . You can check with straight all the phone is still active . 
  
  
  Regards,
  
  
  
  ********* *******
  

• Initial Complaint

  Date:03/03/2023

  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 was notified of this acct being in collections in December 2022. Prior to the credit alert, I have never heard of this company. I've had no reason to lease a phone with them as I have been on my spouses acct since 2013. I've tried several times to reach them via phone and wasn't able to talk to a live agent. I've contacted them via the fraud option on their site. I've spent hrs on hold trying to get information on this collection... where, when, what was purchased, etc. I need answers and I need this off of my credit! Upon investigating this company I found many reviews and complaints about this company going after people via collections who have no knowledge of this company.

  Business Response

  Date: 03/07/2023

  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 on her credit file associated with the matter. 

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

  Business Response

  Date: 03/14/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ****** ****** for contacting SmartPay regarding ID Theft. We reviewed your complaint. If a lease was opened, we have notified our Collection Department to cease all collection activity. Any calls or written notification *** ****** received in the past will cease. If the account was reported to any of the credit reporting agencies, the tradeline will be removed. *** ****** can present this confirmation letter of the identity theft to the credit reporting agencies to request removal of any inquiries associated with this account.

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

  Customer Answer

  Date: 03/16/2023

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

• Initial Complaint

  Date:02/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 14, 2023
  $62.43
  
  First, False advertisement. The price was advertised as $20.79 for 24 months with the device advertised at 499. The actual price was $599 at 18 months at .
  $35.33.
  
  Second, I was approved for the Affordable Connectivity Program, which is a government subsidy for $30 per month. I tried to follow the process as described and still the sites both say that I will be there is no credit even after talking to a rep nothing changed until finally someone said they fixed it but still nothing has changed. Smart pay said they could not change it.
  
  Now, I have a new phone lease, for $35 and both companies have permission to charge me for services with no one able to apply a credit as advertised. That’s 3 bills:$35.33, $27.50, $27.50.=$90.33. This is predatory. I’ve no way to stop them from charging me, and it cost way more, even though simple mobile told me that it would be ok, I can’t get a straight answer.

  Business Response

  Date: 03/02/2023

  To Whom It May Concern: 
  

  We want to thank Mr. ******** ****** 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 there are many factors that go into the decision process for what terms a customer is approved for. Underwriting processes determine the rates and amounts that we are able to offer based on the customer's application details.  At the time of the lease Mr. ****** qualified for an 18 month term and because of that his lease payments would be higher than someone who qualified for a 24 month term (as seen in the provided screenshot). The price of the phone Mr. ****** purchased through SmartPay is $499.99, but there are fees for the lease. The $62.43 payment is a bundled charge for the lease of his phone ($35.33), and his Service Plan ($27.10). All this information is provided within the lease agreement Mr. ****** electronically signed at the time of the purchase. A copy of the lease has been attached. SmartPay was able to separate those items and will now only charge Mr. ****** for the lease of his phone. He will have to work with his Service Provider on pricing affected by the Affordable Connectivity Program. 
  

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

  Customer Answer

  Date: 03/02/2023

  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.
  I had no opportunity to pay 499 for the device. The early payoff fee of 20% is Usery. I should have the principal reduced to the advertise sales price again this is false advertisement. There was never an option to pay full retail price.
  Regards,
  
  
  
  ******** ******
  

• Initial Complaint

  Date:02/19/2023

  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 started leasing a phone via Smart Pay through Straight Talk in December of 2022. I was able to make my first payment successfully. Since then their website has declined any method of payment I offer, and keeps threatening to shut my phone off or repossess the phone. Last month (January 2023) I spent almost five days working with their customer service agents daily trying to resolve this problem. I got two new debit cards with my bank even after confirming the issue was not with my card of my bank allowing the transaction. I was assured by the agent who my issue was escalated to that the issue was in fact on their end and with their payment processing system and that it would be resolved by the next time I needed to make a payment. I am now having the same issue as before, only now their customer service agents will not respond to any attempt at contacting them about this, and have even hung up on me. This seems like fraudulent and predatory behavior and I do not want my credit to be damaged by this terrible company. They won’t even answer my inquiries about just canceling the lease all together. Included is one of the auto responses with my case number, but most of my communication was done over the phone.

  Business Response

  Date: 02/28/2023

  To Whom It May Concern: 
  

  We want to thank Ms. **** ****** for contacting SmartPay regarding her lease payments. We completed an investigation into the matter and advise we were able to review the payment processing system and Ms. ******** card is being being declined due to Payment Transaction Response Cody ***: The issuing bank declined the transaction as suspected fraud. We are not able to override this decline and Ms. ****** would have to contact her bank regarding this issue.

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

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

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This happened so long ago that i dont even remember the dates. Last year i ordered the new Iphone with smartpay. They said i would have my phone by a certain date. That date came and went and they said they couldnt find my order. So i canceled my service with them and cancel my order with smart pay. then i get an email days later saying my phone was on the way after i had already cancelled. As soon as i got the phone I sent it back right away. Never opened the box never turned on the phone. I had to deal with hours and hours trying to get them to understand i had cancelled and switched to Verizon. I just got a call from a collection agency saying i need to give them money or its going to affect my credit score. This is unacceptable at this point. I want this off of my credit and i want them to never call me ever again.

  Business Response

  Date: 02/22/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ****** ***** for contacting SmartPay regarding her lease. We completed an investigation into the matter and advise the account was attained from the third party it was sold to. Unfortunately it was moved into the Collections process in error resulting in the calls Ms. ***** was receiving. The account has now been removed from Collections and completely closed. 

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

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

  Customer Answer

  Date: 02/28/2023

  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:02/13/2023

  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.

  Leased a new Cell phone from Smart pay, Phone was defective, Dropped calls, shut off ,lost signal. Tried to resolve numerous times on the phone, They shipped me another phone to solve the matter but the phone they sent was used. So I reached out again trying to resolve the issue. Shipping the used one back. After several attempts to have them replace the defective phone ,over several weeks with no phone .I had to reactivate one of my old phone for communication. This went on for a couple months ,paying for a phone I couldn't use. Finally I called them and said I wanted to terminate my lease .At first they want me to buy the phone outright at a lower buyout price. I refused ,phone didn't work why would I want it. So the guy read a few things back to me about terminating the lease. "Any money payed into the lease is no refundable "Term date and how to return the phone. Smart pay sent me a shipping label with tracking number so I sent the phone back to them in August. They receive the phone with in a few days. Now they say the phone was never sent back to them and sent my name into collections. I emailed them back with pictures of the who received it, date and pictures. They apologized but my then I got on Credit Karma and they put a Derogatory mark on my credit.. I called the Collection company(what a scam) told me to give them $400 to get it removed. I said Smart Pay has the phone since August when I terminated the lease.I emailed smart pay today told them again to get the mark taken off and stop harassing me and I was getting ahold of BBB and the Attorney Generals Office

  Business Response

  Date: 02/20/2023

  To Whom It May Concern: 
  

  We want to thank Mr. Michael Bolton for contacting SmartPay regarding his returned phone. We completed an investigation into the matter and advise a return has been processed which closed the lease. Mr. Bolton should receive no further calls.

  
  We sincerely apologize for any confusion regarding Mr. Bolton's lease with us.

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