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:08/17/2022

  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 applied for a lease of $900.00 through SmartPay for a ********* **l phone on August 10, 2022. I was sent an email verifying my approval on August 12, 2022. I was sent another email on August 14, 2022 reminding me that I was approved for a lease, and it included an expiration date for said lease. On August 16, 2022 I purchased a new device, and was CHARGED for it by SmartPay. I was sent tracking information and was informed that everything was approved. On the morning of August 17, 2022 I was sent an email from SmartPay that stated I was not approved. After a week of being sent emails regarding my APPROVAL, and being charged for it. I even paid extra for shipping. I am very upset that I was lied to for days, charged, and then declined last minute.

  Business Response

  Date: 08/18/2022

  Hello,

   

  Thank you for your inquiry, we apologize for any inconvenience this may have caused. After further review we can see the order was cancelled, not unapproved. An email has been sent to the customer informing this information, refund was also reversed back to the customer the same day.

   

  Thank You!

• Initial Complaint

  Date:08/11/2022

  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 letter from ******* Financial Services claiming that I owe SmartPay Leasing LLC $1,020.22 and they were a collection agency. I also received phone calls related to this company and this false debt amount. I have NO knowledge of this company/account and have NEVER purchased goods or services from SmartPay Leasing LLC. After I received these communications I ran my credit report and found "potentially negative" listings on my credit report under the name ******** ****** ******** related to SmartPay Leasing LLC. I have filed disputes with all 3 credit bureaus.

  Business Response

  Date: 08/16/2022

  Hello,

   

  Thank you for your inquiry, we apologize for any inconvenience this may have caused. After further review, our Risk Department has resolved.

   

  Thank You!

  Customer Support 

  Customer Answer

  Date: 08/18/2022

  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:08/10/2022

  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.

  Paid off iPhone SE 3rd Generation July 30th 2022. SmartPay still has a hold on my account with my phone service provider. my phone has been disconnected going on 2 weeks now waiting for smart pay to release the restriction on my account with my phone service provider. SmartPay states it is an issue with my phone service provider and my phone service provider States has an issue with SmartPay all I want is my phone service to be restored long enough to move on to a different company and be released from SmartPay forever. SmartPay stated that they opened a ticket with an IT person in regards to my account on July 31st. SmartPay also stated that I would hear back from someone in 24 to 72 hours about the issue of my phone service being disconnected and the hold on my account via SmartPay. I called today August 10th SmartPay representative States they have no record of any it ticketed being submitted in July and yet my phone service is still off and they are trying to submit another it tickets with no confirmation number available. SmartPay also say say do not have any proof of escalation when there's an issue. SmartPay representative also states that there is no corporate phone number they can be provided to me for the issue.

  Business Response

  Date: 08/16/2022

  Hello,

  Thank you for your inquiry, we apologize for any inconvenience this may have caused. After further investigation we have made all attempts to to resolve this issue , issue should be resolved at this time regarding service.

   

  Thank You!

  Customer Answer

  Date: 08/16/2022

  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:08/10/2022

  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.

  I have a ********** ***** smart pay card in 2019 I stopped using my **** checking account and changed it to my service credit union account. In July 2022 smart pay decided to try and debit from the old account. I called them and they said they would fix the fee. Next thing you know I'm being stuck with a 25.00 fee. So I did everything they asked to fix it back to my correct account. And they still made several attempts to debit the wrong account causing several fees. I got a message saying it was fixed. Next thing you know I get gas and they debit the wrong account again.

  Business Response

  Date: 08/16/2022

  Good Morning,
  
  Thank you for your inquiry, we apologize for any inconvenience this may have caused. After further review we are not able to locate any account for the customer, and we have attempted to email the customer twice regarding this inquiry. The customer mentioned a company named "********** ***** Smartpay" in which this may be a misunderstanding within different companies. 
  
  Thank You!
  Customer Support 

• Initial Complaint

  Date:08/09/2022

  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 bank account was debited by zip line for ********** ***** smart pay on 7/26. There was insufficient funds in the account that was on file. I received a notice at 11:00am on 7/29 noting that they would debit the account in 5 business days. I received a subsequent notice indicating that I can send the payment by check or dispute the transaction by 8/28. The company instead of following their subsequent email notice, charged my the next business day and I incurred an additional fee of $53. I spoke with Tanya A**** and Kevin B******. The business license is *******. The general manager is Nikki B******* and they are owned by William R***. I would like the fees reimbursed due to their contradictory statements made.
  
  Your provider ********* was dismissive of my concerns regarding this matter.

  Business Response

  Date: 08/16/2022

  Good Morning,

   

  Thank you for your inquiry, we apologize for any inconvenience this may have caused. After further review we are not able to locate any account for the customer, and we have attempted to email the customer twice regarding this inquiry. The customer mentioned a company named "********** ***** Smartpay" in which this may be a misunderstanding within different companies. 

   

  Thank You!

  Customer Support 

• Initial Complaint

  Date:08/08/2022

  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.

  This account was open fraudulent and I had no reconciliation of it until I seen it on my credit report. Every time I call someone at SmartPay leasing no one can give me any information about the account. They have no record of the account is what they are saying. No one can give me any information on this account that was open up fraudulent.

  Business Response

  Date: 08/16/2022

  Hello,

   

  Thank you for your inquiry, we apologize for any inconvenience this may have caused. After further investigation, recorded phone calls have been pulled and customer mentions knowledge of the lease being created and may have been misinformed on the lease terms. The account had 9 out of 13 payments completed and was then sent to collections due to non payment. This information appears correct on our end.

   

  Thank You!

  Customer Support 

• Initial Complaint

  Date:08/08/2022

  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.

  SmartPay Leasing claims I have an account with them and owe $2568 which is due as of July 2022. I have never opened an account with them. They sent it to collections and the collection agency has reported to credit agencies. THIS IS FRAUDULANT and I will be reporting this to our local police department so it can be removed from my report for identity theft.

  Business Response

  Date: 08/10/2022

  Hello,

   

  We appreciate your inquiry and apologize for any inconvenience this may have caused. After further investigation, our Risk Department has closed the lease and an email has been sent to the customer regarding resolution.

   

  Thank You!

  Customer Answer

  Date: 08/22/2022

  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,
  
  
  
  *** *******

   

  Customer called BBB on 8/22/22 and stated she has not received an email or any other communication from SmartPay.

  Business Response

  Date: 08/24/2022

  Hello,
  
  We appreciate your inquiry and apologize for any inconvenience this may have caused. After further investigation, our Risk Department has closed the lease and an email has been sent to the customer regarding resolution.
  
  Thank You!

  Customer Answer

  Date: 08/26/2022

  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:07/29/2022

  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.

  contacted SmartPay because the due date keeps bouncing around (they state every 30 days) due keeps moving backward, SmartPay is also trying to charge me for my Phone service plan which I have told them I handle and do NOT need them involved with that part and even checked this option when I started my lease for my phone with ************, my due date needs to stay the same each month and they need to stop trying to charge me for my service plan with Straight Talk.

  Business Response

  Date: 08/05/2022

  Hello,

  We appreciate your inquiry and apologize for any inconvenience this may have caused. After further review, service has been removed from SmartPay per the customers request and we have attempted to reach out to the customer via email in order to reschedule payment dates as needed. 

   

  Thank You!

  Customer Answer

  Date: 08/05/2022

  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 contacted me by email wanting my phone number but they NEVER called me 

  Business Response

  Date: 08/10/2022

  Hello,
  

  After further review, service has been removed from SmartPay per the customers request and we have attempted to reach out to the customer via email in order to reschedule payment dates as needed. 
  
  Thank You!

  Customer Answer

  Date: 08/10/2022

  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 told what day the payment needs to be on and also brought up to them why I had to make 2 payments last month when I started my lease with them and they ignoring me on that subject.

  Business Response

  Date: 08/24/2022

  Hello,
  
  After further review, service has been removed from SmartPay per the customers request and we have attempted to reach out to the customer via email in order to reschedule payment dates as needed. 
  
  Thank You!

  Customer Answer

  Date: 08/24/2022

  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 contacted me through email and never responded after a few emails , also nothing was removed from my account and I would like to know what they are going to do about the fact that I had to make 3 payments back to back in July which I have proof of also

  Business Response

  Date: 09/08/2022

  Hello, 

   

  If you have any further questions please reach out to SmartPay’s Customer Service Department at [email protected] or ###-###-#### for
  resolution. Thank you.

  Customer Answer

  Date: 09/08/2022

  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 have contacted the company by email and phone and nothing was done , I tried to return the phone but they label they sent me was not correct and the phone came back to me , they way the label was made shows that the company is shady and not honest, because the way the label was entered. Also I was told on the first that I had 15 days to return the phone and if the 15 days was before my due date I wouldnt be charged that month , but the way they did the return label insured it wouldnt be back to them with in that time frame. I contacted smartpay about this issue and no reply was given. I have since purchased a new phone out right because of smartpay.
  
  
  Regards,
  
  
  
  ***** ******
  

  Business Response

  Date: 09/19/2022

  Thank you for bringing this matter to our attention. SmartPay is
  constantly striving to improve upon the customer experience, and we sincerely
  apologize for your experience. 

  The incorrect label was sent to you via email on 9/1/2022 and your last payment was processed on 8/28/2022. We have since provided you the correct label and per the tracking number, your package was delivered on 9/15/20222.

  Please allow up to 15 days for your return to be processed. Your return will be processed before your next payment schedule. Thank you.

  
  

  Customer Answer

  Date: 09/21/2022

  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.
  
  I better not be charged again I since I was charged 3 payments 2 up front and only had the phone for 2 months I want my money back.
  Regards,
  
  
  
  ***** ******
  

  Business Response

  Date: 09/23/2022

  Thank you for bringing this matter to our attention. SmartPay is
  constantly striving to improve upon the customer experience, and we sincerely
  apologize for your experience or any confusion surrounding your lease agreement
  with SmartPay. As of 9/22/2022 your SmartPay return was processed and your lease has been terminated. Thank you. 

  Customer Answer

  Date: 09/23/2022

  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 had the phone for 2 months and I I was charged twice the first month making a total of 3 payments, I want those payments refunded because the phone was in 100% perfect condition when it was returned and thats what this was because I was having software problems with the phone and I was told that there was no replacement plan so the only option was to return the phone, smartpay also very underhandly made it out like I could NOT return the phone to straight talk so that I wouldnt get my money back, being that I m=made 3 payments for a total of 165.20 and I want that refunded to me or I will contact the FCC, FTC and my bank if the BBB can not resolve this matter, I will have my bank do a chargeback for all 3 payments also and point out how smartpay tells poeple they MUST return phone to them and not ************ but smartpay has it in very small print that if you return the phone or items to them that you will not get a refund along with their underhanded customer service reps that tell you that you MUST return it to smartpay
  Regards,
  
  
  
  ***** ******
  

  Business Response

  Date: 09/28/2022

  Thank you for bringing this matter to our attention. SmartPay is
  constantly striving to improve upon the customer experience, and we sincerely
  apologize for your experience. However, the merchant that shipped your phone to you, ******** ************, offers a 30 days return policy. Since you initiated your return after ********'s 30 day return policy, SmartPay's return policy applied. In the email that your shipping label was attached to, it stated, "If you return your items to SmartPay, you will not be refunded any lease payments, as they are considered part of your SmartPay lease purchase plan". If you have any questions please reach out to SmartPay’s Customer Service Department at  [email protected] or ###-###-####. Thank you.

  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.
  
  I need to be refunded the 3 payments that I made 
  Regards,
  
  
  
  ***** ******
  

  Business Response

  Date: 10/05/2022

  Thank you for bringing this matter to our attention and we sincerely apologize for your experience. However, the merchant that shipped your phone to you, ******** ************, offers a 30 days return policy. Your device was not returned to ******** within those 30 days. In the email that your shipping label was attached to, it stated, "If you return your items to SmartPay, you will not be refunded any lease payments, as they are considered part of your SmartPay lease purchase plan". If you have any questions please reach out to SmartPay’s Customer Service Department at  [email protected] or ###-###-####. 

  Customer Answer

  Date: 10/05/2022

  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.
  
  Smartpay need to refund my 3 payments that I made on the phone as they hid the I fo about turning the phone back to straight talk,smart pay is making double profits off of this phone by not refunding my 3 payments, when I receive those 3 payments then this will stop but until then I will stay in contact with the FCC and ftc 
  Regards,
  
  
  
  ***** ******
  

  Business Response

  Date: 10/12/2022

  Thank you for bringing this matter to our attention. However, the merchant that shipped your phone to you, ******** ************, offers  a 30 days return policy. Your device was not returned to ******** within those 30 days. In the email that your shipping label was attached to, it stated, "If you return your items to SmartPay, you will not be refunded any lease payments, as they are considered part of your SmartPay lease purchase plan". For these reasons we cannot refund your payments. Thank you. 

• Initial Complaint

  Date:07/25/2022

  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.

  Okay first off, I purchased an ****** ** from ******** ****,
  through Smart Pay on June 25. After they set up my smart pay
  account, I got to looking and saw that they were charging a
  twenty percent early pay off amount and that was absolutely NOT
  included in the lease. I was planning on doing an early pay off
  and felt like I was lied to or at the very least the lease was NOT
  described well. Frustrated, I called Smart Pay to figure out what
  was going on and let them know I was upset about this, and
  wished to cancel this lease agreement with them. The phone had
  not been shipped out at this time. They told me they could not
  cancel it, that when the package arrived I would have to send it
  back within 15 days and I would be refunded. Great! Except, the
  package never arrived. I called Smart Pay back and let them
  know, the person I spoke to gave me a ticket number and said I
  could call back to check the status of it. So I called back to check
  the status, and they had no idea what I was talking about and
  couldn't find a ticket number, then told me I had to file a claim
  with UPS anyway. Extremely frustrating because they should
  have told me that the first time. I filed with UPS and then got a call
  from them saying someone would show up at my house, they
  never did. I had to catch my UPS delivery person dropping off a
  package some days later, and all she said was that she definitely
  remembered dropping off a box on my porch (but she did not
  know what I had ordered and couldn't tell me where it said it came from). UPS marks the package as delivery confirmed and closed the case. I call Smart Pay again, they have nothing on file
  that I filed with UPS even though I called as soon as I filed with
  UPS and they VERIFIED THEY SEE IT, they told me to give them
  24-48 hours and I would receive an email with resolution. That
  was over a week ago. No one can tell me or knows anything.
  They also took out another payment, and still NO PHONE. I
  refuse to pay for a phone THAT I DON'T EVEN HAVE.

  Business Response

  Date: 07/26/2022

  Hello,

   

  Thank you for your inquiry, we apologize for any inconvenience this may have caused. After further review, SmartPay escalated the account accordingly through necessary departments in order to resolve order issue and per the carrier 07/25 the order was good to be cancelled and refunded. As of today the account is closed and a refund has been issued back to the customer. 

   

  Thank You!

  Customer Support 

  Customer Answer

  Date: 07/29/2022

  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:07/25/2022

  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.

  I purchased a phone through smartpay with straight talk as the carrier. Please refer to the complaint #******** because it goes along with this. I was told by smartpay that I had to purchase a service plan at the time of purchasing the phone. I explained i had an active plan and was just upgrading the phone. In the end I purchased the plan. After talking with straight talk a zillion times over the weekend i was told smartpay would have to refund that service plan of 53.10. I called smartpay today, since it is in my husband name he answer his security question but the representative stated he wasnt giving them the correct information regarding soc. Sec #. He did not give him time to explain just you can call back when you want to give the correct information and ended the call. I have a cell phone that is not activated because straight talk and have paid for 3 service plans on this phone.

  Business Response

  Date: 08/04/2022

  Hello,

  Thanks for your inquiry, we take all complaints serious and apologize for any inconvenience this may have caused. After further review, a service plan payment has not yet came out of the account and no refund is currently owed.

   

  Thank You!

  Customer Answer

  Date: 08/09/2022

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

  The company has not addressed the issue.  I attempted to call them 2x.  They say it is straight talk but i purchased the phone from them. No resolution