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:01/06/2025

  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.

  Paid my monthly payment for January SmartPay had cut off my service and hasn’t restored it despite the monthly payment being paid wouldn’t recommend to anyone, customer service is impossible to reach. On top of all that my payment date has been pushed back so it won’t even be another full 30 days until my next payment

  Business Response

  Date: 01/14/2025

  To Whom It May Concern: 
  

  We want to thank Mr. ***** ***** for contacting SmartPay regarding service disconnection. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise our records show that Mr. ***** was able to resolve this concern with our Customer Support team on 1/06/2025. One of our agents made a three way call with Mr. ***** and TracFone to resolve this issue. If he feels that this is not the case, please contact Customer Support by calling ###-###-####, and one of our friendly agents will be able to assist Mr. *****. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box ***** 
  *********** **** ********** 

• Initial Complaint

  Date:01/05/2025

  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 received a letter from a collection agency stating that I owe $1,653 for the ****** ** *** that was purchased on 9/31/24. The model that they claim I bought costs $900 at *******. Never heard of this company before, typically businesses send you bills or call you before escalating to a collection agency. A lot of reviewers also mention that they are getting letters from collection agencies for the phones that were purchased with stolen data and SmartLease has their own fraud investigation team. This is not accurate as no hacker would go on a shopping spree buying an ****** with your credit card. All the phones are traceable with serial, and it can be easily located and disabled by ***** or law enforcement.

  Business Response

  Date: 01/07/2025

  To Whom It May Concern: 
  

  We want to thank *** ******* ******** 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 *** ******** to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with *** ******** to remove any information from his/her credit file associated with the matter. 
  

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

• Initial Complaint

  Date:12/02/2024

  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 purchased my phone on 10/29/2024. My due date was 11/28/2024 for $44. I paid the balance & I still have no service. I tried to add service through my service provider & its telling me in airport pin. Ive mever had that issue before. I also camt receive text unless on wifi because my account is restricted. My service provider cant help me & Smart Pay is impossible to get ahold of. As im typing this right now ive been on hold for 30 minutes. I need my phone and they dont seem to care.

  Business Response

  Date: 12/12/2024

  To Whom It May Concern: 
  

  We want to thank Mr. ******** ***** for contacting SmartPay regarding his account. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise we apologize for the long hold time. We reviewed Mr. *****'s account and found the first payment was due on 11/20/2024 , in the amount of 43.61. Attempts to withdraw the payment were processed on 11/20, 11/21, 11/22, 11/23, 11/24, 11/25, 11/26, 11/27, 11/28, 11/29 and 11/30. At that time, due to nonpayment the service was restricted per the Lease Agreement. On 11/30, Mr. ***** called into Customer Support and added a new card and the payment processed successfully. The successful payment removed any restriction on the account. To prevent service interruptions, Mr. ***** is required to make his scheduled service plan payments on time. We conveniently offer a variety of payment methods to best serve our consumers. To discuss the options, or update a payment method, 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 ***** 
  *********** **** ********** 

• Initial Complaint

  Date:11/24/2024

  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've been using Smart Pay leasing for a few months now and I've always had an issue with billing. They never take the money out, I have to manually do it and I have to do it in 2 to 3 separate payments each day. This last time, I did almost the full amount except .04 cents and I was just gonna pay that off next day. Its been 4 days and they refuse to take the 4 cents or more so they turned off mt service. They need to take my payment or I want a full refund so I can go somewhere else.

  Business Response

  Date: 12/06/2024

  To Whom It May Concern:

  
  Thank you for reaching out on behalf of Ms. ****** regarding his lease with SmartPay. We appreciate the opportunity to address her concerns related to her lease payments.
  After a comprehensive investigation, we can confirm that SmartPay has attempted to collect Ms. ******’s payments as agreed upon, and our records show some of the payments have failed due to insufficient funds. While we understand this may be frustrating, the outcomes of these payment attempts are beyond SmartPay’s control. We recommend Ms. ****** check her bank account to ensure the funds are available before her due date to ensure her future payments are successful.
  

  Furthermore, our records indicate that Ms. ****** has a service plan with ******** ****. If a customer’s service plan lapses, in accordance with the lease agreement, SmartPay attempts to collect the past-due payment on ******** ****’s behalf as a courtesy. However, SmartPay does not have the ability to disconnect service if the customer fails to make their service plan payment. For any questions or concerns regarding her service plan, Ms. ****** should contact ******** **** directly.
  

  Our records show that Ms. , and our team will provide the necessary assistance.
  Thank you again for the opportunity to assist.
  
  Sincerely,  
  
  Customer Advocacy Team  
  Corporate Offices of SmartPay  
  P.O. Box *****  
  Cincinnati, Ohio *********
  

  
  

• Initial Complaint

  Date:11/20/2024

  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.

  So over the last year, I have been trying to contact these guys via email to change the email address on my account. I am stay at home direct care provider through self-employment, so I work pretty much all day taking care of my handicap siblings needs. Therefore I am unable to call them during business hours like they require. When I took some time off of work to finally call them, and I put in my information to speak to somebody, their automated line told me that my account was sent to collections because it looks like I haven't paid in a while. That's funny, my bank statements and my SmartPayLease completed payments tab prove otherwise. This morning I go to login to see when my payment is gonna be taken out and it tells me my payment failed. So then, I transferred the funds from the failed card to the older card I used to use, tried to make the payment and they declined that card as well. Then I did some more research and I found out that these people will suspend your account for too many complaints, even if they are legitimate concerns. So they suspended my account because I was pointing out the flaws within customer service and now I am unable to pay my phone payment. That's a little fishy if you ask me. I want the account cancelled and all my money back and do not want to see them continuously taking out for StraightTalk service when they're gonna be disabling it anyway. ****** is already reset and ready to be shipped back. I will never again use this service.

  Business Response

  Date: 12/03/2024

  To Whom It May Concern:

  
  Thank you for reaching out
  on behalf of *** **** regarding his lease with SmartPay. We appreciate the
  opportunity to address his concerns related to his lease payments.

  
  After a comprehensive investigation,
  we can confirm that SmartPay has attempted to collect *** ****** payment as
  agreed upon, and our records show a payment was successfully collected on 11/21/2024,
  leaving his lease current. We understand that he may have attempted to make a payment
  online via the customer portal and our payment IVR and was unsuccessful. Please
  note that lease payments are automated, and customers can only make past-due lease payments via the customer portal or payment IVR to prevent duplicate
  transactions.

  Furthermore, our records
  indicate that *** **** has a service plan with ******** ****, and the service
  plan lapsed in October. In such cases, and in accordance with the lease
  agreement, SmartPay attempts to collect the past-due payment on ******** ******
  behalf as a courtesy. Our records show that we attempted to collect a service
  plan payment via the card on file ending in **** on 10/25, 10/26, 10/27, and
  10/28, but all attempts were unsuccessful. As a result, the account was
  transferred to our collections department. While we understand this may be
  frustrating, the outcomes of these payment attempts are beyond SmartPay’s
  control.

  In his complaint, *** ****
  alleged that SmartPay purposely suspends accounts if there are too many
  complaints. We categorically deny this claim. SmartPay does not suspend or take
  adverse actions on accounts as a response to complaints. Our goal is to work
  collaboratively with our customers to address any concerns and ensure
  compliance with the terms of their lease agreements. Any account suspension or payment-related
  issues are strictly tied to the terms of the lease or payment status and are
  never influenced by the volume or nature of complaints.

  Additionally, we note that
  *** **** has expressed a desire to return the leased device. To initiate a
  return, he will need to contact our Customer Support department by calling ###-###-####.
  Our team will provide the necessary assistance and instructions for completing
  the return process.

  We value *** **** as a
  customer and remain committed to addressing any further questions or concerns
  he may have. Should additional clarification be needed, we encourage him to
  contact our
  Thank you again for the opportunity
  to assist.
  
  Sincerely, 
  
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 452360454

  Customer Answer

  Date: 12/06/2024

  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. Attached photos are proof of the device in current condition (scratched from falling) and proof of it working along with the information of the device, as verification of being the leased device. Will contact the return department within 14 days, have a great holiday season.
  
  
  
  Regards,
  
  
  
  ******* ****
  

• Initial Complaint

  Date:11/09/2024

  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.

  I paid my smart pay lease and the money was taken off my card. But my phone stills says my calls are restricted and I’m unable to speak with a representative.

  Business Response

  Date: 11/27/2024

  To Whom It May Concern: 
  

  We want to thank Ms. ****** ****** for contacting SmartPay regarding her account. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise the issue should now be resolved and there are currently no restrictions on the account.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box ***** 
  *********** **** ********** 

  Customer Answer

  Date: 11/29/2024

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

• Initial Complaint

  Date:10/24/2024

  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.

  So I purchased a ****** on ******** **** through Smartpay. I was paying for the service plan but didn’t know I was supposed to be paying for the phone as well. I thought it was together with the service plan. A couple months ago I purchased a service plan and went through several frustrating steps to activate it on my phone. I spoke with multiple customer service representatives and they all said that the phone was good and tried to help as much as they could. I received a message saying that I was unable to receive a text message due to a device restriction or insufficient funds. I was never told that the phone would be disconnected because of nonpayment. I was paying the service plan and it worked perfectly fine until I started receiving that text.

  Business Response

  Date: 11/03/2024

  To Whom It May Concern: 
  

  We want to thank *** *** ****** for contacting SmartPay regarding her account. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise our records indicate that the lease defaulted and was sold to 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 

• Initial Complaint

  Date:10/17/2024

  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.

  Straight Talk customer service representative said that smartpay is responsible for issuing my refund since they were the people who sent ***** and charged me. Iwanted to check on my refund for ******* *** ** phone and they won't help me unless I give them my name,date of birth and social security number. I provide them my name and order number they still wouldn't help without all my personal and private information. Then they just ended chat with me immediately

  Customer Answer

  Date: 10/28/2024

  Issue has been resolved smart pay has refunded my account of $160.49. 
  THANK you so much for your help 
  ******

• Initial Complaint

  Date:10/14/2024

  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.

  On October 1st I paid my cellular phone bill through ******** ****. I wanted to look at a new phone. I looked at a Phone that was listed at ******* for 299.00 dollars. I saw that ******** **** and ******* were partners. I went to purchase the phone and was directed to the Smart Pay portion? I went ahead and put the 40.00 deposit on the phone and continued to the checkout. I called the customer service represent and told him that none of my transaction was right. He told me that the only way was to pay off the phone. I paid an additional 473.00 on top of the 40.00. Otherwise, it would have been a 900.00-dollar phone. Are you kidding me? the same phone I was trying to purchase is now 900.00? Now they are telling me that even though I only had the phone in its original package, unopened or ever activated for a total of 1 hour before returning it? That I completed the contract. I am still waiting for a full refund.

  Business Response

  Date: 11/01/2024

  To Whom It May Concern: 
  

  We want to thank Mr. ***** ******* for contacting SmartPay regarding his order. We completed an investigation into the matter and advise a return was processed on 10/14/2024 for all items. A full refund of $513.58 was issued, on the same day, to the original form of payment. If Mr. ******* has any further questions or concerns he can contact SmartPay Customer Support at 800-374-5587 and one of our friendly agents will be able to assist.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box ***** 
  **********, **** *****-**** 

  Customer Answer

  Date: 11/08/2024

  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. 

  The business refunded my money a couple of weeks after I purchased the phone, so around October 14th.

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

• Initial Complaint

  Date:10/07/2024

  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 am requesting Documentation for an account that they sold or have someone collecting on their behalf.

  Business Response

  Date: 10/21/2024

  To Whom It May Concern: 

  We want to thank *** ******** ********* for contacting SmartPay regarding his account. We understand that there is some confusion with the terms and conditions of his 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