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:12/18/2022

  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.

  Smartpay sign lease agreement for ****** 3nd generation 2022 an that give wrong phone give a ****** 2nd generation 2020 pay off the phone for 11 months of $68.08 deserves the right phone your do whatever have to do get I want if have take them count I will

  Customer Answer

  Date: 12/19/2022

  I either want a new ****** SE third generation phone that’s option A/option B I want my full refund back that I paid for ****** SE third generation. I have all the paper that shows it but I want to Apple it shows I have a ****** SE second GEN and I have all the paperwork to prove it I’ll take them to court if I have to I’ll do whatever it takes. I need you guys to help me with the situation please

  Customer Answer

  Date: 12/22/2022

  Make another complaint again because want my first option new phone ****** SE third generation second option is the money an third is send back my old phone to get new one I deserve please get take care
  

  
  

  Business Response

  Date: 12/27/2022

  To Whom It May Concern: 
  

  We want to thank *** ******* ********** for contacting SmartPay regarding his lease. We completed an investigation into the matter and advise *** ********** has paid off the lease with SmartPay in full. *** ********** would need to contact the store and work with them to rectify this situation since the phone received by the customer is the phone on the lease.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 12/28/2022

  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.
  

   

  My lease states that my phone is an ****** SE 3rd generation and I received an ****** SE 2nd generation. I would like the correct phone or a refund for the difference in the purchase price for the phones immediately.

   

   

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

  Business Response

  Date: 01/04/2023

  To Whom It May Concern: 
  

  We want to thank *** ******* ********** for contacting SmartPay regarding his lease. We completed an investigation into the matter and advise that *** ********** would need to contact the store he purchased the phone through if he received the wrong item. Upon review of the account *** ********** went into the store on 12/28/2022 and started a new lease for an ****** 12. Because of this we believe this issue has been resolved.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:12/15/2022

  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.

  My problem is that I purchased a phone from ********. I put a down payment on my credit card and told them they could take out $50 every 2 weeks. The phone that I purchased was a little less than $400 and I was given a case for free from the representatives of ********. I did sign I did sign a consent form for bi-weekly payments of $50. I started to notice even when I thought the phone would have been paid off a while ago I was still being charged. Since I paid with my credit card I could see a company called SmartPay leasing and it had the phone number also so I contacted them. I asked them why I was still paying for a phone that was less than $400 and I had put a down payment too. I did not know anything about this company until I seen them withdrawing money from my credit card. When I spoke to the representative she said the phone was not the price that I thought it was and they also were charging for the case that I was getting free from ***** ***
  The next thing that she informed me of was the reason that even though I had made payments for over a year that I had to pay a $500 finance charge. I never signed any paperwork saying I would pay a $500 finance charge for a phone that was supposed to be a little less than $400. The paperwork I filled out at ***** *** was a paper stating they had my permission to withdraw $50 bi-weekly from my credit card there was no mention of a 500 dollar finance charge. She stated she would send me the contract through my email. When I received the contract it did not have my signature but it had my name typed in. I trusted ******** and the paper I signed for withdrawing money from the credit card I had given them to take out bi-weekly payments and as well as I believe $100 down payment. I am glad I looked into my credit card statements and found out that ******** was not taking the payments out but it was smart pay leasing. I am trying to make other customers of ***** *** to look into any arrangements where they take money from your account or your credit card. At first I wasn't paying attention to the payments coming out. After a while I seen where SmartPay was still taking out money and it had been over a year and a half since I got the phone from them. I truly feel betrayed by a company that I thought I could trust
  Besides making this to help other consumers be aware. I would also like to receive the money back that they had taken out of my account which was not what was agreed upon. When I say agreed upon I mean I never agreed to paying a $500 finance fee. When I saw the the supposed contract she sent me was
  I was looking for a signature because I never signed a contract that would have a $500 finance charge for a phone that was less than $400 and I gave them a down payment of $100. I would like to get the money that they overcharged me because I believe and I know I didn't ever see the contract she sent me and it hadn't been signed by me. Like I said previously my name was typed in on the signature line.

  Business Response

  Date: 03/02/2023

  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 *** ***************** electronically signed the agreement within the ***** store, so the agreement would only have a typed signature. A copy of the lease agreement should have been provided at the time of the transaction. *** ***************** should have been given time to review the lease agreement before leaving the store. According to SmartPay records an initial payment of $98.10 was made on 8/19/2021. This payment is shown on the lease agreement.
   
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:12/15/2022

  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 received a notification from my credit agency that a debt collection has been issued on my credit. The debt collection states that I owed S1192.00 for a lease agreement with SmartPay Leasing. I have never used or heard of SmartPay Leasing. SmartPay Leasing signed an agreement with someone and did not verify their identity. This is fraud. I have all my credit accounts frozen, locked, and a fraud alert for the last 5 years. There should have been no way for someone to have successfully use my identity if SmartPay would have contacted the credit bureaus or contacted me. I have contacted all the credit bureaus and filed a report with the FTC. I will be following up with the debt collector. This blatant lack of identity verification has dramatically affected my credit. Now I have to deal with a serious problem that should have never happened. I have read similar complaints on BBB. Seems like SmartPay has not fixed their problems. Shame

  Business Response

  Date: 12/15/2022

  To Whom It May Concern: 
  

  We want to thank *** **** ***** for contacting SmartPay regarding ID Theft. We completed an investigation into the matter and advise 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 the case needs additional information, they will reach out to *** *****. 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 *** ***** 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 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 12/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I will contact SmartPay Fraud Department immediately and hopefully this can be resolved, and my life can go back to normal. 
  
  
  
  Regards,
  
  
  
  **** *****
  

• Initial Complaint

  Date:12/10/2022

  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 bought a ****** 13 Pro Max at ******** **** with smart pay. After placing the order I immediately got a confirmation order from smart pay, but not from ******** ****. After reaching out to ******** **** they said that there was no order on my account and they couldn’t do anything. Smart pay has already taken the funds out of my bank and I’ve attached a file of the lease agreement.

  Business Response

  Date: 12/12/2022

  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
  cancellation was based in whole, or in part on the information *** ***** submitted as
  part of the application. SmartPay has no additional information beyond the
  details in the email.  
  
  We see *** ***** has reapplied on 12/11/2022 and the lease was approved.

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

  Customer Answer

  Date: 12/12/2022

  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. 
  
  
  
  
  

• Initial Complaint

  Date:12/08/2022

  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 been leasing from SmartPay LLC for the past 15 months. The agreed upon payment date was the 5th of each month. They have arbitrarily decided to move my due date to the 30th of each month.
  
  I am on social security disability and don't get paid on the 3rd of each month. This is why the agreed upon due date was set to the 5th. I don't have money in my account at the end of the month.
  
  My mobile phone carrier is *******. Even though I have days left on my ******* account, SmartPay keeps shutting my phone off.
  
  I have spent over three hours on the phone with SmartPay trying to get my phone turned back on. The last conversation, they told me I had to "file a claim" to get my due date back to the lease agreement date.
  
  So I did this, the case number is **************. After filing a "claim" SmartPay sent me an email and told me to call their 800 number. They did not fix my due date.
  
  Please help me with this matter. I've already paid them $1, 200 towards my phone.
  
  Thank you,
  **** ****

  Business Response

  Date: 12/12/2022

  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 her lease. We completed an investigation into the matter and advise per *** ****** lease agreement her payments are due every 30 days beginning on 11/05/2021, so not every payment would fall on the 5th. *** ****** first 7 payments were made on time with payments being due on 11/5/2021, 12/05/2021, 01/04/2022, 2/03/2022, 3/05/2022, 4/04/2022 and 5/04/2022. Payment # 8 was due on 6/03/2022 but wasn't made until 6/6/2022. The next 2 payments were made on time per the lease 7/3/2022 and 8/2/2022. On 8/2/2022 *** **** called into Customer Support to request to move her payments. It was explained the payments are due per her lease agreement and payments cannot be moved while the lease is open, but there is a 3 day grace period after the payment is due before service interruption happens. It was also explained she could call each month 2 days before her due date to make a promise to pay. On 9/01/2022 *** ****** next payment was due, but it was not made until 9/02/2022. The payment due on 10/01/2022 was made on time per her lease agreement. The next payment was due 10/31/2022. *** **** emailed on 10/07/2022 and requested all remaining payments be moved to the 4th of each month. A response was sent directing *** **** to call into Customer Support to speak with an agent regarding her due dates. Again on 10/31/2022, which was her due date, *** **** called Customer Support requesting the remainder of her payments be moved to the 5th of the month. Again it was explained payments cannot be moved, but there is a 3 day grace period before service interruption and *** **** can call in 2 days before her due date to make a promise to pay. The payment for 10/31/2022 was paid on 11/03/2022. Again *** **** called on 11/14 requesting her payments be moved and again the same information was provided to her. The next payment was due on 11/30/2022. On that day *** **** called in again, and it was explained due dates cannot be moved. Her payment was not made until 12/6/2022.

  As we have stated through both calls and emails payment due dates cannot be moved from the dates stated in the lease agreement. There will be a 3 day grace period after each payment is due before any service interruption occurs. *** **** is more than welcome to call in at lease 2 days before her due date each time and make a promise to pay for the 4th, but service interruption could occur if outside the 3 day grace period. The lease has been attached and the due date information has been highlighted. 

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

  Customer Answer

  Date: 12/13/2022

  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:12/05/2022

  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 bought a cellphone from ******** and they had me use SmartPay to lease the phone on payments, I was told that my total cost would be somewhere in the $600 range, just to now be told after the fact that SmartPay charges a fee of almost $500 just to use their service, I was completely unaware of this fee and I had been told that there were no extra fees at the time of purchase, so my $600 turned into almost $1200 entirely unpronounced. And when I call the business to ask about it, they said that I had already signed a contract and that regardless of if i was told or not that there would be no refund, even if I gave the phone back, which I'm willing to do. They are completely scamming me out of my money.

  Business Response

  Date: 12/09/2022

  To Whom It May Concern: 
  

  We want to thank *** ***** ******** for contacting SmartPay. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise after reviewing the account *** ******** spoke with a SmartPay Customer Support agent on 12/4/2022. During that call the terms of the lease were reviewed, along with the overdue balance, and the payoff amount was quoted. The agent also quoted a settlement offer to *** ********. He declined the offer. 

  *** ********** lease was originated on 8/23/2022 so he is outside the normal return window with the store, but he can call Customer Support and we would be happy to accept a return. No refund will be issued. 

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

• Initial Complaint

  Date:12/05/2022

  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.

  5/29/2021 for 65.20, 6/28/2021 for 65.20, 7/28/2021 for 65.20, 8/27/2021 for 65.20, 9/26/2021 for 65.20, 12/26/2021 for 54.99, 6/6/2022 for 65.20, 7/04/2022 65.20, 12/01/2022 for 65.20. Smart pay was charging me for monthly phone bills along with the payment for the phone. I have always used ***** ******** also known as ***** ** ******* to pay my bill every month because I was never told any different. So for our 2 lines which should be no more than 65.00 dollars a month I have been charged by both companies every month paying an average of 125.20. I called both companies and out of all those months I was only reimbersed 2 months. Someone owes me money and Smart pay is not willing to budge. I do have more documents through the bank that I can try to obtain but that account has since been closed.

  Business Response

  Date: 12/09/2022

  To Whom It May Concern: 
  

  We want to thank *** **** ****** for contacting SmartPay. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise using the information *** ****** provided we were only able to find one lease. Payments for that lease were $26.71 and a final payment of $80.12 to payoff the lease. We show no payments matching the amounts *** ****** claimed. The lease has been attached. A Service Plan through the Service Provider may attribute to the charges. 

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

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

• Initial Complaint

  Date:12/05/2022

  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.

  04/26/2022 I had purchased a new phone online full price from ******** **** web site, and I paid them $262.09
  And then 09/18/2022 I had got a letter in the mail saying I owed money to a company called smartpay LLC for buying a phone from them and they say I owe $306 so I sent an email to the debt collector ***** ******** ******* *** about this error and show them proof that I paid for the phone in full price. And I never got an email back from them at all. so I tried emailing them again 11/10/2022 and I still never heard anything back.

  Business Response

  Date: 12/06/2022

  To Whom It May Concern: 
  

  We want to thank *** ***** ********* for contacting SmartPay. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise ******** was contacted in May and confirmed our information was correct. 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. *** ********* can return the phone to SmartPay and the lease will be returned to SmartPay from the collections agency.
   
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 12/07/2022

  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 never received a phone from smartpay, and when I talked to customer service on the phone. I had told them that I didn't make a purchase with smartpay but that I had paid for the phone full price from ******** **** website, and I forwarded them an email showing proof of this, so I thought that the problem was straighted out back then.
  Regards,
  
  
  
  ***** *********
  

  Business Response

  Date: 12/12/2022

  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 would need the actual purchase receipt (the email provided was an order confirmation, not a receipt) or your credit card statement showing the purchase. Once we receive that and are able to verify full payment was received we can work to retrieve the lease from ******** ****** ********. The document can be sent to [email protected].
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 12/15/2022

  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 have proof of the purchase for my phone in full price. And I'm showing it now so can we fix this error that was made?
  
  
  
  Regards,
  
  
  
  ***** *********
  

• Initial Complaint

  Date:11/29/2022

  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 received a debt collection notice in mail stating that I had not paid Smart Pay Leasing for a lease/ purchase agreement in amount of $1,187.43. The collector said the debt was for a cell phone. I have never heard of Smart Pay Leasing and I never bought an ****** through them. When I asked collector if there was a signature on the agreementI they said there was no signature on it. I have filed an identity theft/fraud case with my city police and I will also file one with FTC. When I disputed debt with collector they said along with copy of police report I needed to provide copy of my driver’s license. I asked why a copy of my license was required. I was told Smart Pay Leasing required it. I think this Smart Pay Leasing is scamming for personal identity data as well as fraudulently trying to get money. I not the first person to report this experience to BBB.

  Business Response

  Date: 11/29/2022

  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 the case needs additional information, they will reach out to her. If the case is confirmed for fraud, SmartPay will work with *** ******* to remove any information on her credit file associated with the matter. 
  
  If you'd like to contact the Fraud Department directly, you may call ###-###-#### and one of our associates will be able to assist you. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 11/30/2022

  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 at this time. I am providing ******** *** the debt collector a dispute letter with proof of my identity and copy of police report I filed. I have also filed an identity theft complaint with the FTC regarding SmartPay Leasing.
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:11/23/2022

  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 put an application in for an ****** from smartpay it was approved for 1000.00 but the phone was less than 1000.00 however my application was canceled I called and they said they would refund my money back which they haven’t from November 5 I called my bank several times they said it was pending I said ok than I called them today November 23 they gave me a reference number to call my bank to get my refund back. The number was invalid I called smart pay they said they refund my money back I had my bank on the other phone and my bank said they never did they attempted to but never completed . My bank has a statement that showed I paid 91.36 thinking I was going to get a brand new phone instead my application was canceled. And smart pay supposed to refund my money back which clearly shows they did not refund me back my money. I will forward any documents to you later. Cause I plan on filing a report

  Business Response

  Date: 11/29/2022

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding her lease. We understand that there is some confusion with the initial authorization for her lease. We completed an investigation into the matter and advise no payments were taken from her account. The lease was completed and cancelled on 11/05/2022. If *** ****** would like to provide a bank statement we would be more than happy to review the statement for the charge she is speaking of. The bank statement can be sent to [email protected].

  
  We sincerely apologize for any confusion regarding *** ******** lease attempt with us.
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454