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:10/15/2022

  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.

  In September I received a notice from a collection agency, January Technologies on behalf of SmartPayLeasing in Cincinnati that I owed $2319.14 for a cell phone loan. The collection agency informed me that SmartPay Leasing had my social security number and date of birth. The collection agency listed an account with SmartPay as *********. I've never heard of SmartPayLeasing. I have no reason to buy anything from them. No account was ever opened in my name or SS#. This would have been virtually impossible because I have fraud alert on all my credit reports and bank. No credit account could be opened without my knowledge. Until I got the collection notice there was no account listing SmartPayLeasing on any of my credit reports. This clearly a scam and identity theft matter from SmartPayLeasing. They have not responded to my phone or subsequent emails. I have notified the NYC Police Department and filed an identity theft report with the FTC, all naming SmartPay Leasing, January Technologies and now a second collection agency, Security Credit Services, and disputed this matter with all three credit bureaus. Last night I was informed by a friend that he received a similar collection report from SmartPay Leasing for the same amount. SmartPay's theft has compromised my credit rating and caused me serious stress. Perhaps you can help me resolve this matter. According to your report on this company, it is an organization to avoid. Perhaps these efforts will help others whose credit has been compromised by SmartPayLeasing. I look forward to hearing from you.

  Business Response

  Date: 10/17/2022

  To Whom It May Concern: 
  

  We want to thank Mr. **** ******* for contacting SmartPay regarding ID Theft. The Company has investigated this complaint and offers the following explanation: we have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review.? If the Fraud team determines that there was potential ID theft, a case will be opened, the fraud analyst assigned to the case will reach out to Mr. ******* to discuss the details of the investigation. If the case is confirmed for fraud, SmartPay will work with them to remove any information on their credit file associated with matter.  

  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  *********** **** ********** **** ** *** *******

  Business Response

  Date: 10/25/2022

  To Whom It
  May Concern: 
  
  We want to
  thank Mr. ***** ******* for contacting SmartPay regarding ID Theft. We understand
  Mr. ******* would like more specific information about how this situation
  occurred and we sympathize with that; providing specifics is beyond the
  capacity of our Fraud Team. SmartPay is a no-credit-required lease-to-own
  product. Once a lease is sold to a third party we have no additional information
  about what may be done with that lease, including reporting to the credit
  bureaus.
  
  Again, we
  sincerely apologize for this situation and if you have any questions or
  concerns, please feel free to contact us by calling ************
  
  Sincerely, 
  Customer
  Advocacy Team 
  Corporate
  Offices of SmartPay 
  P.O.
  Box 36454 
  *********** **** ********** 

  Customer Answer

  Date: 10/25/2022

  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 do not quite understand how SmartPay is listed as the creditor on the collection notices and now they claim that they ever did a proper credit check. I will forward this to the various collection agencies and the NY Police Department, but it simply seems very odd to me that this Company is sending notices to collection agencies that I owe then $2319 and use my SS # but now say they just gave the money without a proper credit check. This just does not make sense to me. I will forward this to the various collection agencies who are seeking to collect a debt on SmartPay's behalf. 

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

• Initial Complaint

  Date:10/14/2022

  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.

  This is COMPLETE FRAUD!!! someone using only half of my correct information opened and account with SmartPay Leasing. I was not made aware of any such collection against me until I saw my credit report. No phone calls, no emails no letters in the mails (because that would obviously be a felony in they mailed something) I contacted SmartPay Leasing several times, and did receive a person on the phone, but all they wanted to do was extract more personal information from me. They said "my account" - a fraudulent account - was paid in full and turned over to ******** ****** **** *** and to contact them. (which I have filed a claim against them, also) They, in my opinion, are in this SCAM together. as I was told from one party to go back to the other party. Then, somehow, when I call the phone number listed for ******** ******, I got someone on the phone from ******* **********. They, too, wanted more personal information from me to handle my case. When I started asking question back, like their phone number, their location, etc, they didn't have that information off the top of their head, with several stall tactics and excuses - "we have several phone numbers and locations" then I could hear them typing in the background - basically using ******.
  I have never used SmartPay Leasing, and have never purchased anything from them.
  I am waiting for a call back with a resolution - the ONLY resolution is to remove this from my credit IMMEDIATELY!!!! It's a fraudulent account, with fake information under my credit score.

  Business Response

  Date: 10/17/2022

  To Whom It May Concern: 
  

  We want to thank *** ***** ***** for contacting SmartPay regarding ID Theft. The Company has investigated this complaint and offers the following explanation: we have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review.  If the Fraud team determines that there was potential ID theft, a case will be opened, the fraud analyst assigned to the case will reach out to *** ***** to discuss the details of the investigation. If the case is confirmed for fraud, SmartPay will work with them to remove any information on their credit file associated with matter.  

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

  Customer Answer

  Date: 10/17/2022

  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.

  They do not have my correct information on file under this fraudulent account, so I am not sure how they plan on contacting me.  With the phone calls I have made to them, all they keep trying to do is extract further personal information.  I have filed a police report, a report with the Federal Trade Commision, and my Attorney General's office
  
  
  Regards,
  
  
  
  ***** *****
  
  

  Business Response

  Date: 10/18/2022

  To Whom It May Concern: 
  

  We want to thank *** ***** ***** for contacting SmartPay regarding his previous ID Theft complaint. Our Fraud Team will contact *** ***** upon review of the information provided at the contact information he provided within his BBB complaint.

  
  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 find that this resolution is satisfactory to me.   They have emailed me that they have canceled with the collection agency and found in my favor that this account was closed and was indeed fraudulent.  
  
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:10/14/2022

  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 purchased a cell phone from a metro by T-Mobile store. i was told the only way i could get the phone is if i financed thru there company which i did and i paid off the loan the same day (i do not like having debt right now). i had an issue with the phone and they told me i could not return it to them but the store is telling me i have to return it to smart pay. no one wants to take responsibility or help. at this point i would either like to return the phone and get a full refund or work to find a solution that is to my satisfaction

  Business Response

  Date: 10/18/2022

  Dear Mr. ****** *****,
  
  We would like to
  thank you for providing us with this feedback and we appreciate the opportunity
  to respond. We’ve reviewed your account and discovered that you spoke with
  Customer Support on 10/13 to successfully process a pay-off. Currently, there is an open
  dispute with our Lease Disputes Department for the items that should not be
  part of your lease. This dispute process includes partnership with the retail store.
  Once the review is complete, a decision on the lease adjustment will be made. We
  appreciate your patience while this process is being reviewed.
  
  Thank you,
  
  Customer Advocacy Team
  Corporate Offices of SmartPay
  P.O. Box 36454
  *********** **** **********
  ****** ************ 
  ******** *****************************
  
  

• Initial Complaint

  Date:10/10/2022

  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 has file a collections on.my credit . I upgraded a phone program trew ******* **** . My bill was suppose to went up 60 dollars per month for the phone plan I got no problem . Well after first month I call them stating it didn't put the 60 dollar extra charge on my plan . ******* **** saying its common it should show next billing cycle so I waited it didn't I call back no records on my file this went of for weeks so I didn't know what to do when company was not showing I owe. Few months pass heard nothing from anyone about me owning anything nothing in Mail or by e mail nothing even with me calling asking . Until this month this showing on my credit report I am having a hard time understanding how messed up this whole deals been with me begging them to setup my payments ******* **** who I agreed with and purchased this monthly program . I have no idea how it went to this company when they never could produce me anything the full time I been calling them . So not sure what company is involved with these mess .

  Business Response

  Date: 10/17/2022

  To Whom It May Concern: 
  

  We want to thank *** ******* ****** for contacting SmartPay regarding the calls he has been receiving. We completed an investigation into the matter and advise we can no records of anyone from SmartPay contacting *** ******. If he has any further concerns he can contact SmartPay Customer Service directly at ###-###-####.
  
  Sincerely, 

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

• Initial Complaint

  Date:10/07/2022

  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 received a debt collection document from ******** ****** ********* *** dated September 26, 2022 claiming that I owe $746.23 The charge origination date is said to be August 2019. I have never contracted services with ******** ****** ********* *** and do not owe this amount. This is a fraudulent collection attempt. I expect this company to stop fraudulent collection activities and stop threating to report this manufactured debt to the credit bureau(s).

  Business Response

  Date: 10/12/2022

  To Whom It May Concern: 
  

  We want to thank *** ******* **** for contacting SmartPay regarding Fraud. The Company has investigated this complaint and offers the following explanation: we have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review. If the Fraud team determines that there was potential ID theft, a case will be opened, the fraud analyst assigned to the case will reach out to *** **** to discuss the details of the investigation. If the case is confirmed for fraud, Check ‘n Go will work with *** **** to remove any information on his credit file associated with matter.  

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

• Initial Complaint

  Date:10/07/2022

  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.

  On 09/30/2022, I entered into lease agreement with Smartpay Leasing Inc. with application number ********* to purchase a ******* ****** *** that would have an end date of lease of payment of 02/22/2024. I made the agreed upon first lease payment using my debit card including a $4.95 1-2 business day shipping fee in order to expedite the ******* ****** *** to me as my current phone is badly damaged. Erroneously, I omitted the letter on my apartment number; instead of typing 4A, I typed 4 and on October 3, 2022 UPS was unable to the deliver the package to me. It is the next set of events that brings me here.
  
  On 10/03/2022 at 4:33p.m,, I contacted UPS after receiving an email from the company stating that there was an problem with my delivery. I was informed that I needed to reach out to Smartpay and ****** Mobile due to their current settings which does not allow the recipient to pick up the package from their facility or make any adjustments to the delivery address including adding an "A" behind the apartment number. At 4:54p.m. I contacted ****** Mobile to inform them of my issue as they shipped me the phone through the SmartPay lease and I was told that I must contact Smartpay as they did not have the authorization to make those type of changes. So at 4:54p.m. I contacted Smartpay and we contacted ****** Mobile and Smartpays' supervisor/escalation department in order to remedy this issue. After an hour and nine minutes on the phone the Smartpay supervisor/escalation department stated that I had to wait the phone to be returned to sender and then Smartpay would issue a refund to my deposit account. On 10/05/22 a verification email from UPS, I contacted Smartpay on 10/06 and was told that I had to create a claim against UPS. I called Smartpay 10/07 and again ask to file a claim to UPS. Eventually I was able to get the case escalated. I was told 15 days for refund. I have in good faith offered remedies which would have resolved this issue to no avail. Competence.

  Business Response

  Date: 10/11/2022

  To Whom It May Concern: 
  

  We want to thank *** ******** ***** for contacting SmartPay regarding his phone not being received. We completed an investigation into the matter and advise an in store return was process on 10/08/2022 and *** ***** should see a refund of $14.15 to his debit card ending in 5118 within 5-7 business days.

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

• Initial Complaint

  Date:10/07/2022

  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.

  Smart Pay is taking money out of my account. I have no udear what company they are, and what merchandise i'm being charge for.

  Business Response

  Date: 10/13/2022

  To Whom It May Concern: 
  

  We want to thank *** ****** ***** for contacting SmartPay regarding charges on her account. We completed an investigation into the matter and advise we made multiple efforts to speak with *** ***** about her complaint. Each time we spoke with *** ***** she refused to confirm information or provide any information we could use to research this claim more thoroughly. During the last contact we had with *** ***** she requested we no longer contact her. We have marked her phone number as Do Not Contact and have made no additional efforts to contact her to resolve this claim.

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

• Initial Complaint

  Date:10/06/2022

  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 am trying to purchase a new phone through ******************* I applied and received a 1000 dollar 18 month lease to purchase the phone... This was on or about 9/24/2022. At the time I was just seeing and not expecting to actually get a loan but I did... so I waited about a week to finally make up my mind to go through with this plan and get the phone. So when I went back to the StraightTalk website to purchase the phone and going through the checkout process I had to go through the application again with SmartPay. and this time it told me I was only able to get a 600 lease, but I had received two to three emails prior to this that I had to hurry up and not lose the 1000 lease credit and that I had until 10/17/2022 to get this phone with this lease amount. I contacted SmartPay about this to ask why it had changed, and the person that responded via email said "The previous app that shows an approved amount for $1000 was canceled."
  
  I then responded and told them that they are a fraud and a scam and that I was going to be contacting the BBB and the FTC and file a complaint. Someone responded back with that they were going to send this to their Advocacy dept. but I never heard back from them

  Business Response

  Date: 10/11/2022

  To Whom It May Concern: 
  

  We want to thank Mr. ***** ****** for contacting SmartPay regarding his recent lease approval amount. We completed an investigation into the matter and advise there are many factors that go into the decision process. Underwriting processes determine the rates and amounts that we are able to offer based on such factors. We are happy to offer Mr. ****** what has been approved and hope you continue to choose SmartPay.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 10/11/2022

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

  Business Response

  Date: 10/13/2022

  To Whom It May Concern:

  We want to thank Mr. ***** ****** for contacting SmartPay regarding his application. We completed an investigation into the matter and advise this is a duplicative complaint that was previously answered on 10/11/2022. No additional facts or circumstances have been provided that would require a different answer.

  Thank you,

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

• Initial Complaint

  Date:10/03/2022

  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.

  They removed money from my checking account and I do not have any agreement for them to do so. I talked to their hotline to seek reimbursement and they said I have to go through my bank who informed me as it was a debit card the cc will only dispute up thru aug amount, but not july amount. I expect to recover the full amount ($116.14 x2).
  I can provide screenshots but they did not argue the amount, only my claim for reimbursment.

  Business Response

  Date: 10/07/2022

  Dear
  Mr. **** ********,
  
  We would like to thank you for
  providing us with this feedback and we appreciate the opportunity to respond.
  We’ve reviewed your account and advise that in order for the company to properly investigate your claim, we are
  required to obtain specific documentation from you. This includes, but is not
  limited to, bank account documents from the account where payments were allegedly
  taken. Our records show that both our Fraud Department and Operations
  Department reached out to you; however, you were unwilling to provide the requested information. Therefore, we are unable
  to complete your request for refund. The requested documents are required for
  review and it is our hope that you can understand our company policy for
  account verification before funds can be returned. To provide the requested documents, please contact
  Customer Support by calling ###-###-####
  and one of our friendly agents will be able to assist you. 
  
  Thank you,
  
  Customer Advocacy Team
  Corporate Offices of SmartPay
  P.O. Box 36454
  Cincinnati, Ohio 45236-0454
  Phone: ###-###-#### 
  Website: www.smartpaylease.com/contact
  
  

  Customer Answer

  Date: 10/07/2022

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

  They asked for my old debit card number which I replaced when I learned about the fraudulent transfers. My inability to provide the old number does not absolve them from providing me with reimbursement for their illegal activity.

  I also filed a complaint with the the state of Iowa Attorney Generals office.

   

  Business Response

  Date: 10/10/2022

  Dear *** ****
  ********,
  
  We’ve reviewed your
  rejection and we understand your concern. However, without your information or the
  debit card number that was debited, the Company cannot locate or research the
  charge(s). If you are unwilling to provide us with the required information
  then you will need to dispute the charges directly with your bank. We
  appreciate your understanding of our Company policy to verify accounts.
  
  Thank you,
  
  Customer Advocacy
  Team
  Corporate Offices
  of SmartPay
  P.O. Box 36454
  Cincinnati, Ohio
  45236-0454
  Phone: ###-###-####
  Website: www.smartpaylease.com/contact
  
  

  Customer Answer

  Date: 10/11/2022

  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,
  
  
  
  **** ********

   

  This is typical of fraudulent activity on the company's part. They have a whole data system which can be interrogated to find the transactions from my name, routing, number bank, and location.  I also tried to login which their email to me claims I should do to solve the problem. My email was nor recognized  (as I never had business with them). The claim that they need my old debit card number as the sole means  of finding the charges are just lazy, misleading claims.  They appear to do this to maximize their income.  My credit union is fighting the Aug one as it is 60 days but  the July one is past 90 days.   I filed  complaint with the State of Iowa attorney general office.  If I do not get reimbursed soon I will file a small claims and subpoena the CEO of the company.       

  Business Response

  Date: 10/11/2022

  Dear *** ****
  ********,
  
  We’ve reviewed
  your rejection and we understand your concern. We continue to support that our
  previous submissions are responsive to your request.
  
  The information
  points that you mentioned in your rejection are information points that we
  require to properly research your claim; however per our records, you have not
  provided the requested information. We are happy to review our systems for your
  information if you would be willing to provide the requested information.
  Otherwise, we are unable to research your claim and cannot issue refunds without first verifying the account and payments. 
  
  We appreciate your
  understanding of our Company policy to verify accounts.
  
  Thank you,
  
  Customer Advocacy
  Team
  Corporate Offices
  of SmartPay
  P.O. Box 36454
  Cincinnati, Ohio
  45236-0454
  Phone:
  ###-###-####
  Website:
  www.smartpaylease.com/contact

• Initial Complaint

  Date:09/27/2022

  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 applied for a smartpay loan for a phone on 9/14/2022. The order I was told went through and was told to wait a week that it takes that long to process it. The first payment was pending in my checking account from smartpay. I did receive an email but with no order number or confirmation number so I called and was told to just wait a week.
  A week goes by and still no phone and then the charge was credited back to my account so I called Smartpay. They said I had to start over that they had to cancel my loan which takes 3 business days and they I had to wait at least 48hrs to reapply. I am still waiting on an email for a cancellation and to reapply. But the problem with that is I may not get approved again through smartpay and I need a new phone that’s why I applied and tried to get a phone. That is the only way I can afford a phone. This happened to me before and I was not approved after they cancelled my first one. So this whole thing happens regularly and I can’t get approved anywhere else. I am building my credit again. Smartpay just keeps giving me the run around and I am completely frustrated.

  Business Response

  Date: 09/29/2022

  To Whom It May Concern: 
  

  We want to thank *** ***** **** for contacting SmartPay regarding her application. We completed an investigation into the matter and advise we are in receipt of your inquiry regarding your application denial. The denial was based in whole, or in part on the information you submitted as part of your application. SmartPay has no additional information beyond the details in the email. If did not receive the email, and would like a copy, please contact Customer Support by calling ###-###-#### and one of our friendly agents will be able to assist you.  
  
  
  We welcome you to reapply with SmartPay after seven (7) days of your original denial; however, we are unable to guarantee your approval as the determination is made by underwriting. 
   
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 09/29/2022

  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,
  
  
  
  ***** ****

  This is not at all what I was told on the phone by Smartpay. They did approve my loan and said they had to cancel it and I had to wait 48 hours to reapply. Now that is not even in their response to this. Now they are saying I very well could be denied?! I spoke more then once to Marta and a few others and this is not at all what I was told. 

  Business Response

  Date: 10/03/2022

  To Whom It May
  Concern:
  
  We want to thank
  *** ***** **** for contacting SmartPay regarding her application and we completed
  an investigation into the matter. There are many factors that go into the
  application decision process. Underwriting processes determine the approval, rates and/or amounts that we are able to offer based on such factors. The Company cannot
  force approvals. If your application was denied, the denial was based in whole,
  or in part on the information you submitted as part of your application.
  SmartPay has no additional information beyond the details in the email. If did
  not receive the email, and would like a copy, please contact Customer Support
  by calling ###-###-#### and one of our friendly agents will be able to assist
  you. 
  
  We welcome you to
  reapply with SmartPay after seven (7) days of your original denial; however, we
  are unable to guarantee your approval as the determination is made by
  underwriting.
  
  Sincerely,
  Customer Advocacy
  Team
  Corporate Offices
  of SmartPay
  P.O. Box 36454
  Cincinnati, Ohio
  45236-0454
  

   

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok. Not happy with it because I was not denied. It was their fault with all of this because they canceled my payment.
  
  
  
  Regards,
  
  
  
  ***** ****