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:11/21/2022

  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.

  I had bought a cell phone from ***** by ********. I called their customer service to make sure it was paid off. They verified that I had a zero balance and gave me info to unlock my phone since I wanted to switch to a cheaper service. I still have the emails from when I when from ***** to **** Mobile. They are dated Feb 19, 2022.
  I’m still looking to see if I have any paperwork from them. I’ve moved since then and will have to go through my storage. I was told the account was settled.
  I’m a disabled veteran who’s been working hard to fix my credit. I really didn’t appreciate this popping up on my credit report out of nowhere. I will never buy from that company again!

  Business Response

  Date: 11/21/2022

  To Whom It May Concern: 
  

  We want to thank *** ******** ******** for contacting SmartPay regarding her previous 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 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 

• Initial Complaint

  Date:11/20/2022

  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.

  As of 11/2/22 I do not have the ****** I ordered, ******** **** is refusing to cancel my order even though it’s still saying that it’s pending and it hasn’t even shipped yet. I called smart pay they said THEY WOULD CALL ******** **** apparently they never did. I would like this account to be cancelled and I would like to be refunded for what I have already been charged. I have already purchased a phone from the ***** Store and I am not in need of this phone and I am cancelling my account with ******** **** altogether. I spoke with a representative at smart pay today, she confirmed that the last time I had called that they did indeed say they would be calling ******** **** To cancel the order, but that they apparently never did because as I just checked my account today on 11/20, there are still pending payments instead of a zero balance. I also filed a complaint with their customer advocacy team to get this issue resolved. ******** **** told me I would need to call smart pay to cancel so it needs to be cancelled on this end and get refunded.

  Business Response

  Date: 11/28/2022

  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 that lease. We completed an investigation into the matter and advise the order has been terminated and refunded. A refund in the amount of $68.53 was issued. 

  
  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: 11/28/2022

  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:11/15/2022

  Type:Delivery 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 a ****** ** from ****** ****** thru Smart Pay it's been a week now I have no phone the money was taken out my account Simple says they have no record and I'm out of money

  Business Response

  Date: 11/17/2022

  To Whom It May Concern: 
  

  We want to thank ******** ****** for contacting SmartPay regarding an order. We completed an investigation into the matter and advise unfortunately, we are unable to assist *** ****** at this time. Our records indicate that she is not a current customer or an authorized party, so we are unable to speak with her regarding an account.
  
  If the account holder has questions or concerns please have them contact (www.smartpay.com/contact) and we will be happy to assist.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:11/12/2022

  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.

  THIS COMPANY VIOLATED MY CONSUMER RIGHTS, THEY VIOLATED OVER 10 FEDERALLY PROTECTED LAWS, FROM AN ADVERSE ACTION LETTER; AND ARE NOW HELD CIVILLY AND CRIMINALLY LIABLE AS A RESULT OF THEIR ACTIONS.
  
  28 USC 3002 #15A UNITED STATES IS A FEDERAL CORPORATION, IAM A CONSUMER OF THE UNITED STATES
  FDCPA SATES IAM A NATURAL PERSON (15 USC 1692A(3)
  15 USC 1692A(3) I AM A NATURAL PERSON, A CONSUMER
  15 USC 1692A(4) IAM THE ORGINAL CREDITOR ALL OTHERS AFTER ME ARE FRADULENT, MISLEADING & CONSIDERED 3RD PARTY
  18 USC 8 MY BIRTH CERTIFICATE BELONGS TO UNITED STATES FEDERAL CORPORATION BUT ME AS I AM A NATURAL LIVING PERSON/CONSUMER CREDIT CARD IS
  DEFINED HERE AS WELL "ANY CARD, PLATE, COUPON BOOK, OR OTHER CREDIT DEVICE EXISITING FOR THE PURPOSE OF OBTAINING MONEY, PROPERTY,
  LABOR, OR SERVICES ON CREDIT (EX: SSN #, DRIVERS LICENSE)
  15 USC 1602(j) OPEN END CREDIT PLAN... AFTER 1933, THE GOV. AGREED TO ASSUME ALL LIABILITIES THAT ARISWE UNDER TRANSACTIONS USING YOUR CREDIT
  CARD; WHICH IS MY SOCIAL SECURITY CARD, (PURSUANT 18 USC 8) It is a Fact My social security card is considered a “credit card,” and it is connected to an account at the federal reserve/gov. and trust, that has millions and millions of dollars on my behalf and the alleged creditor. This company used my social security number to fund the consumer credit transactions (such as applying for a credit card/loan/financing) and made me think they “loaned” it to me. But any transaction I’ve done has already been approved and paid for. I can’t be in the negative, it’s impossible to pay on a positive balance. There is already insurance on me from the government when we have alleged debt, once a credit application is ran through the system and whether approved or denied or a default, the company gets paid…I already satisfied loan/leasing/financing and/or credit card eligibility and the maximum loan/credit amount I can receive is uncapped and has not yet been

  Business Response

  Date: 11/17/2022

  To Whom It May Concern: 
  

  We want to thank Ms. ******* ***** for contacting SmartPay. We completed an investigation into the matter and advise we see no open accounts matching Ms. ******* information. SmartPay is a no credit lease to own program for cell phones, so no credit information was ever reported to credit bureaus.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  

  I applied for an account, I was denied because of my credit score and they didn’t approve me for an account, and I received an adverse action letter as a result.This is illegal pursuant to the federal law.

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

  Business Response

  Date: 11/28/2022

  To Whom It May Concern: 
  

  We want to thank Ms. ******* ***** for contacting SmartPay regarding her previous applications. We completed an investigation into the matter and advise SmartPay is a No Credit lease program for phones. No credit is run for the lease. If Ms. ***** would like to provide the document she received we would be more than happy to review.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:10/30/2022

  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 previously filed a complaint about SmartPay. SmartPay has now decided to refer my account with them to a debt collector. What type of company with a 1-star BBB review does this? SmartPay does this! I filed a complaint back in July and apparently they refused to close my account with them. To summarize I ordered a phone through Red Pocket and used SmartPay. While in transit FedEx stole my phone. FedEx refused to take any responsibility. SmartPay refused to issue a refund for the initial payment and apparently they refused to close my account since they have now sent this collections. Red Pocket Customer service was pointless and worthless in this scenario as they never got back to me with any progress on the claim with FedEx and never relayed any information with SmartPay.

  Business Response

  Date: 10/31/2022

  To Whom It May Concern,
  
  We would like to
  thank Mr. ******* ******* for providing us with this feedback and we appreciate
  the opportunity to respond. We’ve reviewed the account and advise that a
  refund will be issued, in addition to the account being returned to SmartPay
  from the third-party company. Please be aware that the refund could take 3-5
  business days to process and the account return could take up to 30 days. We
  ask for patience while we complete these actions. Mr. ******* may reach out to
  our Customer Support team if he has any other concerns about his account or
  would like an update. Customer Support can be contacted by calling ************ and one of our friendly agents will be able to assist.   
  
  Thank you,
  
  Customer Advocacy Team
  ********* ******* ** ********
  **** *** *****
  Cincinnati, Ohio 45236-0454
  ****** ************
  ******** ****************************t
  
  

  Customer Answer

  Date: 10/31/2022

  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:10/28/2022

  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 went to metropcs and bought a iPhone 12 and leased it through smartpay. The phone was $629.99 on website and I had a down payment of $249.71 on 8/18/2022. I was told they would mix it in with my phone bill but that isn’t the case at all. They have me paying $249.71 for 11 months totaling $2746.81. They told me that the phone cost $1005.00 but the website said $629.99. I’m now paying a phone bill of $76.00 and $249.71 for the phone itself, when it’s only an iPhone 12 in which the customer service also said was an ridiculous amount. The website with the information doesn’t even have my correct email listed as the one that i even know of. I hope this issue can be resolved.

  Business Response

  Date: 11/01/2022

  To Whom It May Concern: 
  

  We want to thank ******** ******** for contacting SmartPay regarding the lease. We understand that there is some confusion with the terms and conditions of the loan. We completed an investigation into the matter and advise the lease payments were being processed for an incorrect amount. The lease payments have been corrected and a refund for the amount of $65.22 has been issued. A copy of the Lease Agreement was provided at the time of the transaction and the lease terms/conditions will be found there, including the Early Purchase Option.  
  
  If  a copy of the Lease Agreement is needed, 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 36454 
  Cincinnati, Ohio 45236-0454 

  Business Response

  Date: 11/01/2022

  To Whom It May Concern: 
  

  We want to thank ******** ******** for contacting SmartPay regarding the lease. We understand that there is some confusion with the terms and conditions of the loan. We completed an investigation into the matter and advise the lease payments were being processed for an incorrect amount. The lease payments have been corrected and a refund for the amount of $65.22 has been issued. A copy of the Lease Agreement was provided at the time of the transaction and the lease terms/conditions will be found there, including the Early Purchase Option.  
  
  If  a copy of the Lease Agreement is needed, 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 
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:10/24/2022

  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.

  On August 27th 2022 I ordered a phone through ******** ****, and it was financed through Smart Pay. I paid $40 down for my phone. My order ID # was: *******. Tracking # ************ the total for the order was $318.99 The order was delivered Tuesday September 6, 2022. I immediately tried to have the phone activated via ******** ****, and was told that the phone would not work in my area. The SIMS card that was sent was expired. I was told to go and buy a new SIMS card at ******* and then the phone could be activated. I purchased the new SIMS card, but the phone still would not work. I contacted ******** **** immediately, and was given an RMA to return the merchandise to them. On 9/7/2022 the phone and accessories were returned via USPS tracking number: ********************** The item was delivered to ******** **** on Saturday the 10th of September 2022. I paid $15.55 for the USPS service.
  On 9/14/2022 I received an email from ******** **** indicating that my return was received. #****, and #**** were the return numbers that were given via ******** ****. In late September my Credit Card was charged $40 for my phone that I no longer had. I called Smart Pay, they blamed ******** **** and said that they had to wait for ******** **** to confirm the return, then Smart Pay would refund all the money that I paid in. So I called ******** ****, and they said that they have nothing to do with the hold up of the return. They blamed Smart Pay. I called Smart Pay back, they "Escalated" the case. with case #*******. They said to call back in 72 hours. I called back, and was told that they had to escalate again because no one responded. I was given escalation # ******* and told to wait another 72 hours. I called back 3 days later, and was told that my lease was ended, and my return was received. BUT... No money was coming back to me. I called Smart Pay and asked how this could be. I could not understand the man on the other end. He said no refund. Now I am out $135.55 nothing.

  Business Response

  Date: 11/02/2022

  To Whom It May Concern: 
  

  We want to thank *** ******** ****** for contacting SmartPay regarding his lease. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise the lease has been closed and a refund has been issued for the two payments that were taken as part of the lease. The total refund issued is $80.20. We are unable to refund the purchase price for the SIM Card and the cost to return the merchandise because we are only lease holder.

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

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

  Customer Answer

  Date: 11/09/2022

  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:10/21/2022

  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.

  Decided to get a phone through this company only to find out after numerous months of paying that I still pretty much owe the same amount for the phone as when I started as well as their employees harass you if you don’t make the payment the exact day they will call you 3,4,5 sometimes six times in one day I have proof ( a lot of the time the same person) as well as they call you as late as 10 p.m multiple pre recorded messages they still call even after you pay the bill as well as they just recently started deducting odd increments of money out of my bank account to get their debt which I didn’t think they could do as well as last night at 1 o’clock in the morning they deducted money out of my account what company has authorization that early in the morning to take money out they hit your account until they find a dollar increment that you still have left and then they take that I figure at almost $90 a month after so many months you would be finished but you’re not because it’s all crazy interest fees they don’t tell you about in the phone store I feel this is a complete scam especially when they harass you for your payment if you don’t make it that day they call you so many times and send you emails and then take money out your account at one in the morning I have proof of the random account withdrawals they performed but not uploading them for everyone to see ( available upon private request

  Business Response

  Date: 10/27/2022

  To Whom It May Concern: 
  

  We want to thank *** **** ****** for contacting SmartPay regarding his payments. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise the lease had an overdue balance of $87.31. After failed attempts at collecting the full overdue balance, our system will attempt to collect half the balance. On 10/20/2022 the system was able to collect $43.65 and then on 10/21/2022 again the system was able to collect $43.66 to satisfy the overdue balance. 
  

  If *** ****** has any further questions about his payments he can contact SmartPay Customer Service at ###-###-#### and one of our friendly agents will be able to assist him.

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

• Initial Complaint

  Date:10/18/2022

  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.

  On Thursday, October 13, 2022, I made my first payment of $41.46 to finance my new ******* *** ** ** smartphone through SmartPay Leasing for 18 months total with only 17 more payments to go of $41.46 which would come out to a total of $746. 28. This was a recurring charge of $41.46 to come out of my account on the 15th of every month for a total of 17 more months. I called them on Friday, October 14, 2022 and I told them that I cannot afford to pay over $700.00 for a phone. They gave me a 3 day option of paying off the full amount and keeping the phone which was totally unacceptable to me. I did not like the phone and did not feel comfortable using it. So I should not have to pay the remaining payments. And I explained that to the second person that I spoke to on the phone who gave me the same option. I notified the bank to put a Stop Payment on my debit card that was used to pay the first $41.46 and hopefully the last. If you could get my first payment of $41.46 back to me, it would be greatly appreciated. If not then all I lost was $41.46 and no more payments will be allowed to be taken off of my debit card through my bank. They have already been notified. And if they try to take it out it will not go through.

  Business Response

  Date: 10/21/2022

  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 *** ****** spoke with a SmartPay agent on 10/14/2022 and advised she wanted to return her phone. The agent offered her a return settlement but *** ****** explained she would return the phone to the store. If *** ****** has any further questions or concerns she can contact SmartPay Customer Service directly at ************ and one of our friendly agents will be able to assist her.

  
  Thank you. Customer Advocacy Department, SmartPay. 

  Customer Answer

  Date: 10/21/2022

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

   

  I have returned the phone to Smart Pay and want no further contact by the business.  It was returned by way of ******* ******* today, October 21, 2022.

  Customer Answer

  Date: 10/22/2022

  Problem:
  In reference to my last complaint to you regarding Smart Pay Leasing, I have new information for you regarding this company. I have spoken to a number of representatives from Smart Pay and last Smart Pay representative ***** on October 18, 2022 told me that they were going to continue to take out the payments of $41.46 the payments on a $700.00 phone and she said "Oh Yes We Will" and I said "Oh No You Won't" because the card that was used on the payment was cancelled out by me and the bank. So they have no way of doing that. Also in reference to a conversation that I had with ***** by * ****** customer representative ******, I had mentioned to her wha* ***** from Smart Pay had told me and her answer to me was "She Cannot Do That" and she said that they would escalate this and give it Top Priority to see that doesn't happen. I hate to say it but I do not like to be scammed by anyone especially Smart Pay Leasing. Smart Pay Leasing is a Third Party Company and is not affiliated with ***** By ********. in any way. As far as I am concerned, I do not want any further contact with Smart Pay Leasing.
  
   
  Desired Resolution:
  No further contact by the business

  Business Response

  Date: 11/01/2022

  To Whom It May Concern: 
  

  We want to thank *** ***** ****** for contacting SmartPay regarding Do Not Contact. Per *** ******** request, we have placed her phone number on our “Do Not Call” list. Please allow 7-10 business days for the changes to take effect.  

  
  If she should have any additional concerns, please contact us directly at smartpaylease.com/contact. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 12/01/2022

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

  Problem:
  On October 13, 2022, I purchased a Smart Pay Lease from my ***** by * ******* Store Located at ***** ** ***** ******* ****** ***** ***** ****** ******* ***** and was charged $41.61 for connecting the phone and I would be charged $41.61 for 17 more payments if I decided to keep the phone which would bring the total to over $700.00. And I could not see myself spending $700.00 for a phone which I ended up not using the phone and brought it back to the store because I was not happy with it and I did not like it. They told me to return the phone to you. And so I did. They cancelled out my lease and kept my $41.61 which I was promised by them that it would be refunded back to my account and I am still waiting for it. I can honestly say that I am not happy with the way that Smart Pay Leasing which is a 3rd Party Company to ***** By ******** operates and has no other affiliation other than that with them. So I am please begging you to retrieve my $41.61 from them ASAP. It would be greatly appreciated. And if other people want to do a Smart Pay Lease on their phone, I would honestly tell them No and don't waste your money.
  
  
  Desired Resolution:
  Refund
  
  

  Business Response

  Date: 12/02/2022

  To Whom It May Concern: 
  

  We want to thank *** ***** ****** for contacting SmartPay regarding a refund. We completed an investigation into the matter and advise the return was sent to SmartPay, not returned to location of the purchase. When *** ****** requested to return label from SmartPay it was explained that by returning the merchandise to SmartPay no refunds would be issued. This is also explained in the email which contains the return label. 
   
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 12/05/2022

  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.
  
  
  Regards,
  
  They owe me for the return of 41.61 for the return of the phone and they owe it to me regardless
  
  ***** ******
  

• Initial Complaint

  Date:10/16/2022

  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 agreed to do autopay for 90 days same as cash. I noticed the autpays weren't being done and when I called to complain they would day they would run it, but it was the wrong amounts. They kept saying the rep that I spoke to last must of " forgot" to run it correctly or update my account. They did this on purpose I believe to make more money on interest.

  Business Response

  Date: 10/20/2022

  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 the payments were not being processed as normal due to a promise to pay scheduled per *** ************ request. After that payments was processed the regular payments began again, but have been unsuccessful causing the account to be sent to collections. 
  

  Please contact Collections by calling ###-###-#### and one of our friendly agents will be able to assist *** **********.

  
  Sincerely, 

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

  Customer Answer

  Date: 10/20/2022

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

  Business Response

  Date: 10/20/2022

  To Whom It May Concern:

  We want to thank *** ******* ********** for contacting SmartPay regarding her lease. We advise this is a duplicative complaint that was previously answered on 10/10/2022. No additional facts or circumstances have been provided that would require a different answer.

  Thank you. Customer Advocacy Department, SmartPay