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:09/19/2022

  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 learned today that Smartpay leasing believes I owe them $2368. I have never opened an account with this company. Before today, I had never heard of this company. I only learned of this because I saw my credit rating plummet by 51 points. Then, and only then, did I learn that they had referred this fake account to a collections agency. This is obvious fraud and identity theft. I need this resolved immediately.

  Business Response

  Date: 09/19/2022

  To Whom It May Concern: 
  

  We want to thank *** *** ********* for contacting Check ‘n Go 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, Check ‘n Go will work with *** ********* to remove any information on his credit file associated with matter.  

  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of Check' n Go and Allied Cash Advance 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 09/19/2022

  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.

  
  The response indicates that they will reach out to me only if the fraud team's determination agrees that there is potential fraud. That is not acceptable. I have never ever opened an account with this company and had no knowledge of its existence prior to this, and I believe it is a a reasonable expectation for them to reach out to me, regardless of the outcome of their research --- otherwise I may have no knowledge of the outcome. It is also reasonable to expect them to give a timeline for this research so that I will know when it is expected to be completed. Meanwhile, they seem to have alerted the debt collector they outsourced this to, because they immediately started calling me again today after I filed the complaint. I will not be bullied. I expect that I will hear confirmation from them that I will be informed of the expected timeline, next steps, and that I will be informed of the outcome of their research so that I can plan legal action as necessary.
  

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

  Business Response

  Date: 09/28/2022

  9/20/2022
  
  **** *********
  ** ******* ***
  ************* ** *****
  
  Dear ****,
  
  You recently contacted us regarding an account at SmartPay that was established with your personal
  information. I want to thank you for taking the time to bring the situation to our attention.
  
  We reviewed your complaint. If a lease was opened, we have notified our Collection Department to
  cease all collection activity. Any calls or written notification you received in the past will cease. If
  your account was reported to any of the credit reporting agencies, the tradeline will be removed.
  You can present this confirmation letter of the identity theft to the credit reporting agencies to
  request removal of any inquiries associated with this account.
  
  I know that being a victim of identity theft can be confusing, stressful, and time consuming. I wanted
  to make you aware that Federal Trade Commission (FTC) has established a website to help victims
  navigate the identity theft recovery process. Please visit.
  
  This website has many helpful resources and tools designed to help. For example, there are sample
  letters you can use to send to any other companies involved. You can even create a recovery plan
  that is tailored to your unique situation.
  
  You may also want to contact the three main credit bureaus to request fraud alerts, credit freezes, or
  opt outs from pre-screened offers. The contact info for each bureau is below:
  
  • ******* ###-###-#### *******.com/personal/credit-report-services
  • ******** ###-###-#### ********.com/help
  • ********** ###-###-#### **********.com/credit-help
  
  
  If you have any questions or need additional assistance, please feel free to contact us by calling
  ###-###-####.
  
  Sincerely,
  
  Agent Mandy H
  Fraud Analyst
  SmartPay

• Initial Complaint

  Date:09/15/2022

  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.

  I received a debt collection document from Security Credit Services, LLC dated September 7, 2022 claiming that I owe $1,054.91. The charge origination date is said to be May 24, 2021. I have never contracted services with Security Credit Services, LLC 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: 09/16/2022

  To Whom It May
  Concern:
  
  We want to thank
  Ms. ******* ****** for contacting SmartPay regarding the letter that she received
  and we appreciate the opportunity to respond. The Company 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 you of their results; either by letter or
  email. If the Fraud Analyst assigned to your case needs additional information,
  they will reach out to you. If the case is confirmed for fraud, SmartPay will
  work with you to remove any information on your credit file associated with the
  matter. 
  
  Sincerely,
  Customer Advocacy
  Team
  Corporate Offices
  of SmartPay
  **** *** *****
  Cincinnati, Ohio
  45236-0454
  

• Initial Complaint

  Date:09/08/2022

  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 have a cellphone that I purchase through this company that I only had it for a couple months and I'm still paying on it and the speaker has gone out in the phone so it's really no use for me and this is my only communication. So, I call them to try to resolve this matter and they going to get smart with and tell me it's nothing they can do about it and I'm going to have to continue to pay for the phone and I told them I'm not going to continue to pay for a phone that I cannot used. I need think this is very rude to a customer and something need to be done about it. Thanks.

  Business Response

  Date: 09/14/2022

  To Whom It May Concern: 
  

  We want to thank Mr. ****** ****** for contacting Check ‘n Go regarding defective merchandise. We completed an investigation into the matter and advise That Mr. ****** dose not have any protection for the cell phone her purchased. If Mr. ****** would like to return the cell phone and close the lease he would need to contact SmartPay Customer Service directly. The contact phone number for SmartPay Customer Service is *************
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of Check' n Go and Allied Cash Advance 
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:09/06/2022

  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.

  On 8/31/22 I found an unknown charge on my debit card from SmartPay-CHG for $45.90. I contacted my bank to start a dispute case and was told to contact SmartPay for any additional information. I called and had to give them my DOB and last 4 digits of my debit card for them to look it up. I didn't want to provide this information, to keep them from accessing my account again, but was told by a supervisor that they had to have it in order to look up the charge in question. So I gave them the last 4 digits only and when she looked it up, I was told that my debit card was associated with a different person's account. I canceled my debit card through my bank and the charge was declined.
  
  Now a week later 9/6/22, I have the charge on my account AGAIN, but this time they used my banking account information, not my debit card. The bank is closed until tomorrow and it's causing an overdraft issue with my electric bill. I want them to STOP charging me for someone else's debt immediately and I want my money refunded ASAP.

  Business Response

  Date: 09/09/2022

  To Whom It May Concern: 
  

  We want to thank Ms. ******** ******* 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 Ms. ******* to discuss the details of the investigation. If the case is confirmed for fraud, SmartPay will work with her to remove any information on the credit file associated with this matter.  

  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of Check' n Go and Allied Cash Advance 
  **** *** ***** 
  *********** **** ********** 

  Business Response

  Date: 10/31/2022

  To Whom It May
  Concern:
  
  
  We want to thank
  Ms. ******** ******* for contacting SmartPay regarding the refund. The check
  was sent on 10/27/2022 and should be received by the customer within 2-7 business days from
  that date.
  
  Sincerely, 
  Customer Advocacy
  Team 
  Corporate Offices
  of SmartPay
  **** *** ***** 
  *********** **** **********

   

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:
  
  
  
  I have received the check from the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *******
  

• Initial Complaint

  Date:08/31/2022

  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 am not a smart pay customer. I purchased a cell phone from gazelle and some how the IMIE number was connected to a smart pay account. On 8/30/22 smart pay disconnected my services. I emailed them my receipt and after 4 long antagonizing hours of going back and forth with them and my service provider my services where restored. I was assured this matter had been resolved. On 8/31/22 smart pay again disconnected my services. This time it took about a hour to resolve. I use my phone for work so that was a total of 5 hours with no pay.

  Business Response

  Date: 09/01/2022

  Hello,

   

  Thank you for your inquiry, we apologize for any inconvenience this may have caused. After further investigation, the services should be restored as of today and the issue has now been resolved. 

   

  Thank You!

• Initial Complaint

  Date:08/30/2022

  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.

  I been dealing with a fraud case which someone purchased a phone using my name. Not my credit or debit card. However I have sent two FTC reports, and Identity Theft Victims Complaint and Affidavit with a police report. They hired ***** ******** ******* *** which I have been in contact with multiple times, submitted all paperwork since this is a fraudulent account. Now apparently they have reached out to another company ******* ********* ******** to try and collect for the same thing which is supposed to be taken care of. It is on My credit report as fraudulent and meets FTC requirement to have it removed yet been going round and round since March 2022. They need to stop with the merry-go-round and remove this from my credit report as it is Fraud. Not paying for something I never opened nor received. Never have owned an ****** in my life. I am also going to send full reports to ****** and ********** to have this removed since it is 100 fraud. Ridiculous that this has taken this path. They need too resolve this matter. And remove from my credit report

  Business Response

  Date: 09/08/2022

  Thank
  you for bringing this matter to our attention. We apologize for any
  inconvenience this may have caused you. SmartPay’s Fraud/ID Theft Investigation
  team reviewed the documents you submitted 
  your BBB complaint. After their review, SmartPay has contacted the third
  party buyer to recall your SmartPay account. After your account has been
  recalled, SmartPay will closed your account.

  Customer Answer

  Date: 09/10/2022

  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. 
  

  As long as they remove the fraud from my account and remove from my credit report. Please have them send a letter to clear up this matter. They never sent me anything after I submitted both FTC reports, police report and after speaking to them several times. Needs to be removed from my credit report to resolve issue. 

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

• Initial Complaint

  Date:08/26/2022

  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 started the smartlay lease for an ****** that I never received I called customer service to cancel the payment and my smartpay lease they told me I still have to pay the money even tho I don't have the ****** the ****** was set back
  They are still trying to charge my card for the ****** that I don't have
  After I sent them proof that I don't have the ****** and they know the phone was sent back by ups they still want to charge my card
  Worst company ever

  Business Response

  Date: 09/08/2022

  Thank you for bringing this matter to our attention. SmartPay is
  constantly striving to improve upon the customer experience, and we sincerely
  apologize for this inconvenience. We have reviewed the details you
  provided and have processed a full return. Your method of payment was refunded on $21.05 on 8/31/2022. Thank you.

• Initial Complaint

  Date:08/25/2022

  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 took money out of my account without even providing me with my phone they promised I could lease and then I canceled my order and they didn't even refunded me my $109.00

  Business Response

  Date: 08/31/2022

  Hello,

  We appreciate your inquiry and apologize for any inconvenience this may have caused. After further review and escalations, the application has been cancelled.

   

  Thank You!

• Initial Complaint

  Date:08/19/2022

  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 put a hold on unrecognized charges because apparently the Smart Pay company uses different names when debiting your account in different regions. We have six people living at my home, five cars and three Smart Pay cards, and in all the years I had Smart Pay cards it posted as Smart Pay on my checking account. When I saw debit transactions from “**** *****”, I called the bank to ask for more information they could give me none so I said please put a hold on this as I didn’t recognize the transactions.. When Smart Pay contacted me I discovered that the transactions were legit but Smart Pay billed me under a different name. I proceeded to use a credit card to pay the reversed charges but the woman at SmartLink, (another name they use) Said they had not gotten the 3rd rejected yet so I could pay them for the first two but needed to wait Until they got the rejection for the third charge. ***** **** of **** ***** then texted me on August 11 asking for payment of that final transaction, Plus a $20 late fee, which I did not think was fair being that I had tried to pay it at a previous conversation. So I texted back, “please call me”, but she did not. Today, August 19, I received another text from **** ***** but from a different woman. I texted back please call me and she did. She said she was unable to remove the late fee. I asked that she connect me to a supervisor who did have the authority, she said OK, but instead I got Alanah L**** again, the one who never responded to my text, and she said she could not or would not remove the late fee And if I didn’t pay it it would go to collections. This is not good business practice. The multiple different names they use is what cause the confusion, and when I try to pay for three transactions they told me that I could not until they received rejection from the bank. And now they want me to pay a late fee. This is wrong. Now threatening to ruin my credit , It’s like extortion

  Business Response

  Date: 08/24/2022

  Good Morning,

   

  Thank you for your inquiry, we apologize for any inconvenience this may have caused. After further review, we unfortunately are not locating any account for the customer in question. Our business operations team has attempted to reach out to the customer via email twice and have been unsuccessful. The complaint details companies that is not apart of SmartPay leasing LLC ( cell phones, electronics ), this could very well be a misunderstanding within companies. 

   

  Thank You!

• Initial Complaint

  Date:08/17/2022

  Type:Order 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 leased an ****** ** **** on 5/26/2022 and contacted SmartPay about returning the device on 08/17/2022. The customer service representative advised me I could return the device but will still have to pay the remaining balance of the phone. This statement is not accurate according to SmartPay's own terms (Line 10) listed in the Lease-Purchase Agreement which is listed below. I have also attached a copy on the original Lease agreement.
  
  10. TERMINATION: You may terminate this Agreement without penalty by voluntarily surrendering or returning the Property to us in good repair, reasonable wear and tear excepted, along with any past due rental payments, at any time. You remain liable for rental payments until the Property is returned to us.

  Business Response

  Date: 08/18/2022

  Good Morning,

   

  Thank you for your inquiry, we apologize for any inconvenience this may have caused. According to the terms and conditions of the lease, a return is eligible to SmartPay. However, scheduled lease payments will continue to process until the return is processed and the lease is then closed. 

  Once the return has been completed, no further payments will process unless the account has an overdue balance. 

   

  Thank You!

  Customer Support