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Business Profile

Leasing Services

SmartPay, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Leasing Services.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 265 total complaints in the last 3 years.
  • 49 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/15/2023

    Type:Product Issues
    Status:
    Answered
    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 ******* ********** I already spoken to a lawyer about the phone situation about the ****** ** third generation that says and documentation and I was supposed to receive it. If this doesn’t get handled, I will my lawyer already said to take you guys to court and to the next step so either you give me the phone back number one and number two you give me the money that I paid for for this phone or it’s just gonna get worse and I’ll take you to small claims court so either you guys do the right thing and I’m already filing a complaint against you guys again for the business bureau

    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 

  • Initial Complaint

    Date:01/12/2023

    Type:Billing Issues
    Status:
    Answered
    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 12/01/2022, I was contacted via a phone call to let me know that this company was sending me to collections for an unpaid ****** ** phone. I have never bought, nor do I currently own an ****** **. I asked them to send me proof. They stated on 12/01/2022 that they mailed me substantiation of their claim. That mail never arrived. I also furnished an email address to them, and have yet to receive that either. This has now become an open collection on my credit account. I have never done business with this business. They have yet to send me details. of when and how I took posession of this phone. They also are using my maiden name. I have not purchased anything in my maiden name in over 15 years. This all smells so fishy. I would like them to substantiate their claim and furnish proof of this collection item.

    Business Response

    Date: 01/13/2023

    To Whom It May Concern: 

    We want to thank ******** ***** for contacting SmartPay regarding ID Theft. We have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review. Once the Fraud team has completed their investigation, they will notify ******** ***** of their results; either by letter or email. If the Fraud Analyst assigned to ******** ******* case needs additional information, they will reach out to her at the contact information provided. If the case is confirmed for fraud, SmartPay will work with ******** ***** to remove any information on the credit file associated with the matter. 

    If ******** ***** would like to contact the Fraud Department directly, she may call ###-###-#### and one of our associates will be able to assist her. 

    Per ******** ******* request, Validation of Debt documentation has been initiated and will be sent to the physical address provided in this feedback. ******** ***** should receive these documents within 30-45 days.

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

  • Initial Complaint

    Date:01/08/2023

    Type:Billing Issues
    Status:
    Resolved
    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 notice from Smartpay that I owed them $2016 for the purchase 2 phones on June 23, 2022. I have never heard of Smartpay and did not purchase any phones.

    I called and requested a report, which they sent to me, and found that they claim I bought 2 phones at a location in Florida. I do not live in Florida and was not there at that time.

    I have called them to resolve the issue. Most of the time, I am on hold for hours and never can talk to anyone. The last time I talked to them, they told me a manager would look into it and call me back. I never got a call.

    This is not my purchase and needs removed from my credit.

    Business Response

    Date: 01/09/2023

    To Whom It May Concern: 

    We want to thank Mr. ******** ***** for contacting SmartPay regarding ID Theft. We have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review. Once the Fraud team has completed their investigation, they will notify Mr. ***** of their results; either by letter or email. If the Fraud Analyst assigned to Mr. ******* case needs additional information, they will reach out to him. If the case is confirmed for fraud, SmartPay will work with him to remove any information on his credit file associated with the matter. 

    If Mr. ***** would like to contact the Fraud Department directly, he may call ************ and one of our associates will be able to assist him. 

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

    Business Response

    Date: 01/12/2023

    To Whom It May Concern:

    We want to thank Mr. ******** ***** for contacting SmartPay regarding ID Theft. We have completed an investigation
    and can advise that identity theft was confirmed. Our Fraud team responded to
    Mr. ***** via email on 1/11/2023 and provided the attached confirmation letter.
    We believe his matter to be settled; however, if Mr. ***** would like to
    contact the Fraud Department directly, he may call ************ and one of our
    associates will be able to assist him.


    Sincerely,
    Customer Advocacy Team

    Corporate Offices of SmartPay

    **** *** ***** Cincinnati, Ohio 45236-0454

    Customer Answer

    Date: 01/13/2023

    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:01/05/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    You can’t get in contact with anyone. The only people you can talk to and will actually respond to your email is the billing department. Other then that I’m trying to return my phone that I got from smartpay and I have been sitting on the phone for hours! All I want is a return label. Is that so hard?

    Business Response

    Date: 01/06/2023

    To Whom It May Concern: 

    We want to thank *** ******* ***** for contacting SmartPay regarding her account. We completed an investigation into the matter and advise if *** ***** would like to return her phone to ******** directly they do offer a 30 return policy. If the phone is returned directly to ******** within the 30 days she would receive a refund of the payments made. Returns to ******** can be sent to:

    ****** ******* ******* ******** **
    ***** *** ********
    **** ************ **.
    ** ******* ** *****

    If the phone is returned to SmartPay no refund will be issued for payments made. *** ***** would have to contact SmartPay at  ###-###-#### during business hours.

    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 

    Customer Answer

    Date: 01/06/2023

    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.  I did end up being able to communicate with a nice representative, and they have sent me a return label which I have just sent it in today! Thank you! 



    Regards,



    ******* *****

  • Initial Complaint

    Date:01/04/2023

    Type:Billing Issues
    Status:
    Answered
    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 has sold my information because when I put in my information is wrong. I feel someone had stolen my information and getting phones with my information

    Business Response

    Date: 01/06/2023

    To Whom It May Concern: 

    We want to thank *** ******* ****** for contacting SmartPay regarding ID Theft. We completed an investigation into the matter and advise a case has been opened and forwarded to the appropriate department. We ask for *** ******** patience while the concern is being reviewed. If necessary, we will reach out to *** ****** at the contact information provided to discuss this case.  
     
    For any additional correspondence, please refer to Case number **************.  

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

  • Initial Complaint

    Date:12/20/2022

    Type:Billing Issues
    Status:
    Answered
    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 through Smartpay. They require that you have a service plan and that they have to debit your bank account and pay the service provider while the lease is active. I allowed this. In October of this year they failed to debit my account and ******* Wireless did not get paid. My service was cut off. I called Smartpay and paid them over the phone. They provided me with a PIN number that was not valid. ******* Wireless would not accept the pin. After 4 hours on the phone I disconnected and told Smartpay to refund my payment. I had to pay ******* directly to get my service turned back on. Smartpay is keeping my money and provided false information to **** so I could not get my money back for a service they did not provide and failed to do what they promised since I leased the phone. I paid off my lease in October and began paying for my own phones service. I then received an email saying they debited my account for the month of December. This did not happen and there are no rejected payments on my bank account as it would be stealing from me again. They then falsely put in my Smartpay account that my phone service was extended till Feb of 23. I have a screenshot of this. I have no service with Smartpay. There is nothing to extend and they blatantly lied to ****. **** turned down my dispute. I am with no recourse to get my money back other than to complain. I would like my $111 refunded to me. Thanks for forwarding this. I have screenshots of this and if needed I will provide proof of the debits and where they sent me emails.

  • Initial Complaint

    Date:12/20/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    Are you smart paid to lease a phone through ******** **** wireless The phone is still at the warehouse of ******** **** wireless neither ******** **** nor smart pay or working together to refund me my money it's been over a week and they're telling me to keep waiting it is a Christmas present and it will not be here before Christmas

    Business Response

    Date: 03/02/2023

    To Whom It May Concern: 

    We want to thank *** **** **** for contacting SmartPay regarding his cellphone. We completed an investigation into the matter and advise according to UPS Tracking his order was delivered on December 19, 2022. If *** **** disagrees with this he would need to file a claim with UPS.

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

  • Initial Complaint

    Date:12/19/2022

    Type:Billing Issues
    Status:
    Resolved
    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.
    Global Asset Agency filed a report with Experian saying I was $1, 920 past due as of Dec 2022 on a lease from SMARTPAY LEASING INC.
    I have never leased a phone from anyone.
    I contacted Smartpay via chat and the representative said she found an account using my name and date of birth. When I asked that the file be emailed to me the representative replied: As per my support, it is required for you to contact us over the phone at ************ to further assist you. I called the number and was placed on hold for over an hour before being disconnected. I have tried several more times with the same result.

    Business Response

    Date: 12/20/2022

    To Whom It May Concern: 

    We want to thank Ms. **** ****** for contacting SmartPay regarding ID Theft. We have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review. Once the Fraud team has completed their investigation, they will notify Ms. ****** of their results; either by letter or email. If the Fraud Analyst assigned to the case needs additional information, they will reach out to Ms. ****** directly. 
     
    If Ms. ****** would like to contact the Fraud Department directly, she can send an email to ************************** and one of our associates will be able to assist her.? 

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

    Customer Answer

    Date: 12/21/2022

    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:12/18/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 BROUGHT A MOTOROLA STYLIST IN 02/2021, ONLINE FROM SIMPLE MOBILE WEBSITE. I ALSO PUT THE COST ON A SMARTPAY PLAN, IT COST TOTALLY IN 2021, $225.00. I JUST FOUND THE CELLPHONE IN MY STORAGE. I JUST WANT TO REACTIVEL MY ACCOUNT WITH SMARTPAY, AND ACTIVATE THIS SIMPLE MOBILE MOTOROLA STYLIST CELLPHONE. I WAS IN A SITUATION WITH MY DAUGHTER CARLOTTA CROSBY, WHO IS MY LANDLORD. SHE WAS MY LANDLORD SINCE 2003, I DIDN'T KNOW UNTIL 2019. SHE IS VERY MEAN, AND A VERY VIOLENCE LESBIAN ALCOHOLIC. I AM STAYING INDOORS A LOT BECAUSE IS STEALING MY THINGS TOO.

    Business Response

    Date: 12/20/2022

    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 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 Ms. ****** since the date of sale.  

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

  • Initial Complaint

    Date:12/18/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    They took money out of my decease mother joint account with her son. It was charge as she got a gift of a phone for me. Sadly right before she passed. I let them know the situation. They gave me a defective product. I am disabled and in a wheelchair. At the time I couldn't get out as I dont drive and am wheelchair bound. The company was suppose to send packaging for this device to be returned in. They never did. We called six months straight trying to get the packaging mailed to us.. They never did and charge the account multiple times for the same amount. They lied about the amount due.. Which I have proof of as it is on their letterhead. They put it on my credit report for the wrong amount due and sold it to a creditor company. I want this issue resolved by a full refund, the packaging to be sent out so that this defective phone can be returned and the false information to be removed from this creditor and my credit profile.

    Business Response

    Date: 12/22/2022

    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 SmartPay mailed two return labels to Ms. ***** but items were never sent back for a return. Due to the device never being returned the lease payments would continue as normal using the card provided. After continued nonpayment the lease was sold to a third party, 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 Ms. ***** since the date of sale. 

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

    Customer Answer

    Date: 01/12/2023

    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.

     

     

    My mother opened the lease not me. It was a gift from her. Sadly my mother ended up passing. The device that was sent out was defective and never worked and I switched the payments from my Mom and brother account to mine. They never properly removed her account or added mine.. Which is why I reached out originally.. I will send over proof of the charges. I just want to say I never received any labels from your company.. I will be attaching the conversation with the associate apologizing for the labels not being sent out.. You may email the label and the phone will be sent back as soon as i receive the label. I will provide my own packaging. I will agree to terms only if this is removed from my credit report. The payments that were taking on account that the labels were never sent out. Your company and I need to come to a compromise that is fair to both parties in this dispute.. 

    Regards,



    ******** *****

    Business Response

    Date: 01/21/2023

    To Whom It May Concern: 

    We want to thank Ms. ******** ***** for contacting SmartPay regarding her lease. We have bought the lease back from the third party collections. We have also closed the lease as complete.  

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

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