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:02/13/2023

  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.

  On 2/8/23, a charges of almost $40 was made on my bank card for a service plan that I don’t have. I upgraded my plan to unlimited on 1/14/23 for $50/mo. I called Smartpay about the charge and they are refusing to refund me the money they took $38.93. They said I didn’t have a service plan on my line but for the past year and half there had always been a service plan and never disconnected. It was an unauthorized charge. Not to mention the bill isn’t even due yet. I have even opened a case with their resolution Dept and they are still not issuing my refund. They won’t even look through their system to see that it was charged wrongfully. I just want my money back. This is the 2nd issue I’ve had with them. The 1st time they said I signed a 3yr contract but per my contract that I have it shows 2yrs which ends in Nov 2023 now they’re taking money that they shouldn't be taking. I need my money back. I don’t want a credit. I want a refund. They really put me in a bad situation with my other bills because of their negligence. As my evidence shows throughout the year I have never paid for a service plan through them. It has always been through total wireless which is now total by *******. I’ve also attached the last 3mo of payments made to total by ******* for the service. Therefore Smartpay had no business charging me and their site is also saying they are charging me in March. I need this corrected asap. Thank you

  Business Response

  Date: 03/02/2023

  To Whom It May Concern: 
  

  We want to thank *** ******* ****** for contacting SmartPay regarding her lease. We completed an investigation into the matter and advise the Service Plan payments will no longer be taken by SmartPay. A refund in the amount of $38.93 was also issued. If you have any other questions or concerns please contact Customer Support at ###-###-####.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 03/03/2023

  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, but based on the website it’s still showing they will charge my account for a service plan on 3/14. I’m still waiting to see if the refund is really returned because that has not come through yet as well  I have attached a screenshot of the online account showing they are still going to charge me for the service plan. Please do not close this case until everything has been completed.  

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

  Customer Answer

  Date: 03/13/2023

  They are still trying to charge my card a monthly service plan for the same amount per the website 

  Business Response

  Date: 03/15/2023

  To Whom It May Concern: 
  

  We want to thank *** ******* ****** for contacting SmartPay regarding her payments. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise we reviewed *** ******'s payment history (See Attached). The lease payment of $29.10 was charged every 30 days. On 2/09/2023 the Service Plan payment of $38.93 was charged, and *** ****** then filed the complaint with the BBB. A refund of the Service Plan payment was issued on 3/02/2023. No further Service Plan payments have been withdrawn.

  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: 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.

  
  

  Their site says they are scheduling the next payment for 3/14 which means it may come from bank account by 3/16. Until I see the service plan removed from Smartpay accounts I’m going to keep this claim open. 
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 03/16/2023

  To Whom It May Concern: 
  

  We want to thank *** ******* ****** for contacting SmartPay regarding her lease. We completed an investigation into the matter and advise the Service Plan has been removed in the system and will no longer be charged. Because of the Service Provider *** ****** chose, our website is set up to display both the lease and Service Plan. The Service Plan display cannot be removed. No Service Plan payment has been taken from *** ******'s account, and that payment was refunded. We believe this issue is resolved. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 03/17/2023

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

• Initial Complaint

  Date:02/08/2023

  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 purchased an ****** ** through ************************ in Oct 2022. I paid in full for the device. About a month ago my phone was deactivated so I reached out to straight talk who informed me that smart pay had deactivated my phone due to non payment. I spend several hours on the phone with both companies proving that I paid in full for my phone and they reactivated it. For the next 7 days in a row I woke up to my phone being deactivated for the same reason and each day I spent several hours on the phone straightening it out to get my phone working again. Smart pay claims they are still investigating the matter. Meanwhile I had to go buy another phone as I do not have 3+ hours a day to spend on the phone with them. I called smart pay on saturday 02/04/23 and they said it should be resolved in 24-48 hours. Today is Wednesday 02/08. I called again just to be given the same nonsense. Ticket # with smart pay this time is ******* my **** is ***************. I have filed an FCC complaint but still no one will help me. I want my **** number removed from whoever's smart pay account is it linked to so I can use my phone again.Someone please help me or get me my money back and all the time I missed at work dealing with this absurd issue.

  Business Response

  Date: 02/10/2023

  To Whom It May Concern: 
  

  We want to thank *** **** ****** for contacting SmartPay regarding her cellphone. We completed an investigation into the matter and advise on 2/08/2023 the Product Support Team was able to update the **** to reflect the account as paid/ completed. *** ****** should not have any further issues with her cellphone.

  
  We sincerely apologize for this issue.

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

  Customer Answer

  Date: 02/10/2023

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

  Business Response

  Date: 02/28/2023

  To Whom It May Concern: 
  

  We want to thank *** **** ****** for contacting SmartPay regarding her phone. We completed an investigation into the matter and advise TracFone have confirmed the device has been reinstated. It has also been confirmed with SmartPay's Product Support Team that the issue has been resolved. *** ****** should see no further issues.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:02/02/2023

  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 have a payment plan with smart pay-for over a year now. Today we get a notice that payment was not accepted. I added another debit card as primary and that too is not accepted. There are plenty of fund to just pay it off.

  Business Response

  Date: 02/06/2023

  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 understand that he has questions about the Method of Payment. 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. The lease has now been closed as complete.

  
  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: 02/11/2023

  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. However I had to go in and just pay off the phone because the payment options wouldn't let me update the card. They also have no easy way to close the account. The payment page is minimal. 
  
  
  
  Regards,
  
  
  
  **
  

• Initial Complaint

  Date:01/27/2023

  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.

  SmartPay is trying to run payments of $48.32 for service with StraightTalk, I was just on the phone with them yesterday 1/26/2023 to have them stop trying to run that payment as I handle my phone service my self, they proceeded to tell me that they could not "turn it off" / stop it , I know for a fact that this is a bald-faced lie as I have had to file a BBB complaint before about this same issue and they removed it from my account, now the problem is that I have returned the phone and they have NO RIGHT, I have contacted their customer service and filed reports and nothing is ever done nor do they contact me back or email about any issues/complaints made or brought up. I am not their customer anymore nor will I ever be again nor shall anyone I know be either. SmartPay is a Shady company that is underhanded and greedy. So one from their Corp. Office can contact me and NOT their crappy customer service people either.

  Business Response

  Date: 02/06/2023

  To Whom It May Concern: 
  

  We want to thank Mr. ***** ****** 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 per Mr. ******** lease if he is not enrolled in Tracfone's auto-refill for his Service Plan SmartPay will attempt to collect the payment. At this time SmartPay has attempted multiple Service Plan payments but none have been successful. SmartPay also received the phone back and processed a return on 1/31/2023, so no further payments will be submitted.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 02/07/2023

  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.
  

  this company has shady practices and is very underhanded
  Regards,
  
  
  ***** ******
  
  

• Initial Complaint

  Date:01/25/2023

  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.

  Hello,
  
  I am emailing you in regards for a refund for the I-phone 14, 256g, midnight. A $45 dollar card came with the phone from ******** ****. I received the phone on December 6,2022. I tried to activate the phone online and the phone would not activate. I also called customer service and they tried to activate the phone and the phone could not be activated. The representative that was helping me told me to return the phone. I returned the phone using UPS on December 7, 2022. I misplaced my label that UPS gave me to return the phone back to ******** ****. I talked to Romii on 12/21/22 asking about the refund and he told me that the phone had been returned, he tried to connect me with someone in your department and I was on hold over an hour then it told me no one was in the office to try to call back during business hours. Romii used my order number *********, the handset number of the phone ***************. There is also a deactivation number ********** to give me this information. I have tried to call your office over a month and cannot get in touch with anyone. I also spoke with Rochie, Joseph, a couple of others in regards of my refund for the phone that I do not have and that was sent back to you. The I-phone 14 midnight was $163.64 and I also purchased a $45 card which came out of my account on December 2, 2022. Then you took a payment for the phone for $107.14 for a phone I do not have anymore. I would like a refund back for $315.78. I do not have this phone anymore and I am not paying for a phone that I do not have. The card that the payment was taken off of is not available for the refund to be placed back on there. What options do you have to give my refund back to me. My email address is ************************. You can also reach me at ###-###-####. I work to hard for my money to be paying for something that I do not have and it was snot my fault that the phone could not be activated. All of your reps could see where the phone was sent back.

  Business Response

  Date: 02/23/2023

  February 23, 2023
  
  ****** ******
  *** ********** ***
  ********* ** *****
  
  Subject: SmartPay Feedback Case No. **************
  
  Dear ******, 
  We want to thank *** ****** ****** for contacting SmartPay regarding her lease. We completed an investigation into the matter and advise we were able to contact Tracfone and their Return’s Team has no record of the return. TracFone is requesting tracking information to further review the account.
  
  Thank you,
  Customer Advocacy  
  
  Customer Advocacy Team 
  Corporate Offices of SmartPay  
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454

• Initial Complaint

  Date:01/25/2023

  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 12/24.i purchased ****** ** from ******** **** wireless using smart pay for the phone . I paid 73 dollar 45 for there service plan and the rest for my initial payment with smart pay . When I received the phone it was already activated with a random phone number after calling phone companies Nemours times n filling a complaint with BBB I was able to get the service activated on the phone after multiple weeks. My first payment with smart pay was due 01/26/2023 I went to sent to pay my payment of $24 dollars but site said I owed 73 for my initial payment as if I never made the payment from the beginning which I did. This phone has been giant headace I'm not able to purchase service for phone as it says invalid when I call ******** **** I get no real answer I called smart pay to see why they where acting as if I never made my first payment I was told on there end its showing that I haven't made the payment . I have the receipt with my bank. I just want my service to work n my bill to be correct at this point I feel if I should be sent a entirely new phone with the phone company I actually signed up with.

  Business Response

  Date: 01/30/2023

  To Whom It May Concern: 
  

  We want to thank *** ***** ***** for contacting SmartPay regarding his lease. We completed an investigation into the matter and advise *** ***** submitted a chargeback with his bank, so the account is now showing as overdue. He is able to return the phone to ********, but SmartPay is unable to provide a new phone as we are leasing agent only. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:01/25/2023

  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 order a phone and service plan through SmartPay and ***** ** ******* Order#********* on 11/17/22 and they shipped to wrong address. My address is *** ******* *** ***** **** ** and they shipped to *** ******* *** which ups couldn't deliver to address tracking number is ****************** and this was returned to shipper and it was returned to shipper on 12/01/22 signed by Rey C****** at dock at 10:43 am. I was advised by both credit would be issued in 15 days of return to my debit card. This didn't happen and I went back to ******* Wireless because I can't get any answers from either company. Starting 1/21/2023 SmartPay started deducting payments from my account as follows: 1/21/23 $40.32, 1/22/23 $64.66, 1/23/23 $7.99 and 32.33 1/25/23. I have called none stop to multiple numbers, hangup etc. my account is overdrawn because this and filed claim with bank from beginning. I have all documents regarding and including they have my account with SmartPay with my phone and another # ###-###-#### Unknown to me period. My real phone ###-###-#### will not let me talk to anyone but if you put this other number ###-###-####, i can talk to someone that treats me like crap. They keep taking money from me for something I never got and per Total they aren't getting any money from SmartPay either and my account with total is inactive because I went back to ******* Wireless and that is who my phone number is with. I have total of 21 pages of documents, phone calls etc. On 1/21/23 I spoke with Norma at Paysmart gave me case# ******* however they are still taking out money from me daily? I am closing my debit card and now I have hours of phone calls to make to notify them my debit card is shutdown and it will be 10 business days until I get new one and until my bank put money back into my account, I have no money for my medication. this is so frustrating and wrong, it's been over 45 day since phone was returned because wrong address. I am tired of being hung up on and/or treated so poorly. Help me please.

  Business Response

  Date: 01/30/2023

  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 return for the phone was processed on 1/27/2023. A refund in the amount of $158.74 was issued back to the original form of payment. 
  

  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: 01/31/2023

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

• Initial Complaint

  Date:01/18/2023

  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 entered into a contract with smart pay for a mobile device. This is my second time using them the last experience was great. This experience not so much because they are charging me for a phone plan while simple mobile my actual phone provider is also charging me. Since this isn’t my first time using their services on the same terms this has never happened. I’ve been over charged for $218.80 since June of 2022. I do have bank statements showing these over charges. They are not willing to work with me.

  Business Response

  Date: 01/26/2023

  To Whom It May Concern: 
  

  We want to thank Ms. ********** ******* for contacting SmartPay regarding her lease. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise we contacted Ms* ********* Service Provider and they will be refunding her. Our Service Team is also removing the Service Plan so no further payments will be withdrawn from her account.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 01/31/2023

  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:01/17/2023

  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 is a reopening of a complaint I filed with BBB on January 22, 2022 against SmartPay Leasing. On June 12, 2021 I ordered an iPhone from Red Pocket Mobile, with financing through SmartPay. I was charged a deposit from SmartPay for starting the payment plan (agreement number *********), which was set up as automatic withdrawal. A week after my initial order I still hadn't heard from Red Pocket Mobile about my purchase. Through continued outreach to Red Pocket Mobile I learned that the phone I had purchased was not in stock. I asked Red Pocket Mobile to cancel my purchase and asked for assistance in having their customer service contact SmartPay let them know the phone I had ordered was not in stock and that the transaction was cancelled to help facilitate a stop to SmartPay payments and a refund from my initial payment. I continued to receive the runaround from Red Pocket Mobile customer service letting them know I needed to contact SmartPay on my own. Near the end of June 2021 I reached out to SmartPay customer service shortly after to put a stop to future payments and seek a refund from my initial deposit. I provided SmartPay with my Red Pocket Mobile order number SP*********9 and documentation showing the order was cancelled. I was told my lease account had been escalated to their Operations team and that I would hear back soon. Neither SmartPay nor Red Pocket Mobile assisted in resolving the issue. I finally had to submit a fraud request to my bank to receive my funds back and to block all future payments from being processed. SmartPay Leasing then sent my account to a debt collection firm to collect the amount "I have not paid".
  
  After submitting the complaint through BBB last year they responded to confirm the account was closed, refunded, and that the account was pulled back from collections. This is not true as I have now been contacted by a new collections company attempting to collect an amount owed.

  Business Response

  Date: 01/26/2023

  To Whom It May Concern: 
  

  We want to thank Mr. ******* ******** ****** for contacting SmartPay regarding his previous lease. We completed an investigation into the matter and advise SmartPay was able to repurchase the account and close the lease. On 1/24/2022 a refund was issued for $68.33. SmartPay has now submitted a request to remove the collections inquiries from Mr. ******** ******** credit report. 

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

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

  Customer Answer

  Date: 01/26/2023

  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.

  Attached are several emails I have recently received from January Technologies validating "debt" owed to Security Credit Services, LLC and seeking to collect that debt due to an unpaid balance to SmartPay Leasing. SmartPay indicated they removed the collections inquiries last year when I filed my first complaint. THEY DID NOT. I have no reason to believe they will this time.

  This company is fraudulent. 
  
  
  Regards,
  
  
  
  ******* **************
  
  

• Initial Complaint

  Date:01/16/2023

  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.

  My name is ******* ********** you I just called and talked to ********and smart pay is around 715, 720 Eastern time. They just told me they were going to sign my my my contract without my permission. They give me an attitude because I either want my phone my ****** ** third generation or I want my money back and I talk to my lawyer they need to get back to me ASAP or this is not gonna end well for them will I’ll sue them or take them to court I will sue them. I will sue both companies, ******** buy ******** and smart pay and the guys name that handle that was at ******** was Juan. What’s his name this is in ********** on ***** ****** so I need this handles.

  Business Response

  Date: 01/23/2023

  To
  Whom It May Concern: 

  
  We
  want to thank *** ******* ********** for contacting SmartPay regarding his
  phone. We completed an investigation into the matter and, as previously stated,
  per *** ************ Lease Agreement he received the correct phone. A SmartPay
  agent has spoken with *** ********** and he stated the in store agent promised
  *** ********** a different device. We can only assist in the situation that *** ********** received a different device than listed on his lease. *** **********
  would have to speak with someone at the store about what was promised by the
  associate.

  
  At
  this time we believe this issue is resolved on the part of SmartPay.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454