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:07/21/2022

  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 July 20, 2022 I applied to Smartpay thru Straight Talk for a IPhone XR black 64GB. I was approved and the money was taken out the same day. Today on July 21, 2022 I received a email stating I was not approved and it will be five to seven business days before my money is returned. I called the ###-###-#### number and was told that the computer decided after fact I was not approved. As far as I am concern this is a scam.

  Business Response

  Date: 07/28/2022

  Hello,

  Appreciate your inquiry! We take all complaints serious and apologize for any inconvenience this may have caused. After further review, our payment processor confirmed a reversal for the payment in question on 07/21 for $22.07. No refund is currently owed at this time.

   

  Thank You!

  
  

  Customer Answer

  Date: 07/28/2022

  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:07/18/2022

  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.

  Please help me with this fraudulent company, Straight Pay. I have been battling this company since 11-8-21. This company continues to charge my credit card for a phone and billing services that I never received. I have attached 3 disputes with my credit card company, and I had to dispute 2 more charges today.
  Since I have to file this complaint online, I cannot give the full details of what transpired. In short, 10-27-21, I ordered a phone from Straight Pay a sister company of ******** **** who I was using at the time of my phone carrier. I have documented my conversations with ******** **** and Straight Pay that I can mail if needed.
  
  Again, please help me resolve this issue of this corrupt company who is constantly billing me for a phone and service that I did not receive!

  Business Response

  Date: 07/26/2022

  Thank you for bringing this matter to our
  attention. SmartPay is constantly striving to improve upon the customer
  experience and we are sincerely sorry for your experience. After review, you placed an order with ******* *** Wireless on 10/27/2021 for a Google Pixel 4. This was delivered to your address on file on on 10/30/2021 per ***** tracking number ************. We have reached out to ******* *** Wireless on your behave and have submitted a proof of delivery from *****. Please see attached.  Please provide a copy of the status of the claim you submitted with ***** so that way may further review you account. 
  

  Customer Answer

  Date: 07/27/2022

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

  Attention ****
  RE:     Reject Business Response
  Complaint ID #********
   
  To Whom it may concern.
   
  The response from SmartPay is ridiculous and is an absolute lie. 
  Below is the message from SmartPay which I highlighted the inconsistencies of their deceit in answering to my complaint.
   
  MESSAGE FROM BUSINESS:
  Thank you for bringing this matter to our attention. SmartPay is constantly striving to improve upon the customer experience and we are sincerely sorry for your experience. After review, you placed an order with ******* *** Wireless on 10/27/2021 for a ****** ***** *. This was delivered to your address on file on 10/30/2021 per ***** tracking number ************.
  We have reached out to ******* *** Wireless on your behave and have submitted a proof of delivery from *****. Please see attached.  Please provide a copy of the status of the claim you submitted with ***** so that way may further review you account. 
   
  My Response
  I did not order the phone through ******* ***, I placed my order with SmartPay, a Sister company of ***** **** order no.
  ********.
  Please review the email receipt from StraightPay that I have attached, I redacted my e-mail address for security and privacy.
   
  I waited a couple of days to contact Straight Pay to enquire about the shipping and tracking info. Straight Pay told me that they didn’t know because they do not ship the phones, they told me that they  just processed orders.  Straight Pay told me that “Q1” is the shipping company and to contact them, they provided me their phone no. ###-###-####7. 
   
  I called Q1 and was advised that I should get my phone the following week, Nov. 2nd or the 3rd of Nov. 2021 but could not provide a tracking no.
   
  11-8-21
  I found in my Spam email that the phone that I ordered from StraightPay on 10-27-21 was delivered on Sat. 10-30-21. When I found this email, I called ******** **** and advised them that I had been away from home from Fri. 10-29-21 and got home late Mon. 11-3-21. I did NOT receive the phone.
   
  I was on the phone with StraightPay for several hours going back and forth with Straight Pay and ******** ****. I was advised by StraightPay that I needed to contact ***** to file a claim. I disputed this with them because I'm not the person who needs to file a claim, I finally gave up and called *** ** and they advised me that Straight Pay needed to file a claim!
   
  I called Straight Pay back and spoke to a gentleman from Straight Pay whose name is Eduardo. I explained to Eduardo how frustrated I was, and he told me that he understood, and he was going to escalate this claim and was supposed to call me back in a couple days and to cancel the order with my credit card company he then gave me a ticket no. of *******
   
  11-10-21
  Eduardo did call me back and advised me that he could not help me and I needed to contact another company ******* ***. I spoke to a salesperson, Liz,  she was rude and advised me to File a Claim with *** **!
   
  Again, I cannot file the claim! Only SmartPay or ******* *** can do this ! I am Not the Shipper!
   
  After disputing the charges with my credit card, I called *** ** in March and was advised that Straight Pay did contact them to enquire if the package was delivered but SmartPay Failed to file a claim and confirmed that I could not file the claim!
   
  Note:
  The phone may have been delivered but I certainly did not receive it. I live in an apartment community and many times UPS and ***** drivers get confused with addresses in this apartment complex. I have had packages delivered to me that's not even remotely close to this address.
  Why didn't SmartPay or ******* *** require a signature for an expensive item.
   
  In conclusion SmartPay needs to file the claim with ***** not me because I cannot!
   
  Respectfully,
  ****** *****
   
  
  

  Business Response

  Date: 08/08/2022

  Thank you for your inquiry. We sincerely apologize for inconvenience you may have received. After review, we have decided to close your account with SmartPay. Please reach out to SmartPay’s  customer service department [email protected] or ###-###-#### for any other questions. 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 find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:07/15/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am SO over SmartPay Leasing. I have never opened an account with them. My identity was stolen back in 2019. I even have the official police report and a fraud alert was put on my credit. I've relayed this information SEVERAL times to SmartPay, and they've done nothing except send my account to different debt collectors who won't stop contacting me.
  
  I can't believe this still has not been resolved on their end. The person using my identity didn't even spell my name right, used a home address that was clearly from a different state, and SmartPay just let them open an account?! Such an irresponsible company.
  
  I need this account resolved and closed immediately.

  Business Response

  Date: 07/21/2022

  Hello,

   

  We appreciate your inquiry and apologize for any inconvenience this may have caused. The account has been escalated to our Risk Department for further investigation, the risk department informed they have been attempting contact with the customer and have been unsuccessful. The customer will need to speak with SmartPay further review.

   

  Thank You!

  Customer Answer

  Date: 07/21/2022

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

  Customer Answer

  Date: 07/22/2022

  They have not been in contact with me to resolve the matter. As stated previously, they keep sending different debt collectors after me. I DID NOT open the account. Someone stole my identity. I already let the company know about this YEARS ago. I even had a police report. What more do they want? 

   

  They need to cancel the account and remove me from their communications. This is absurd. 

  Business Response

  Date: 07/26/2022

  Thank you for your inquiry. We attempted to contact you at the phone number you provide to the BBB ###-###-####, however we have not been able to successfully reach you. We left a voicemail message each time we tried to call you.

  
  We attempted to call you at the following days and times:

  • 7/20/2022, 12:03 PM EST
  • 7/21/2022, 11:41 PM EST
  • 7/22/2022, 1:13 PM EST

  
  In order for us to assist you in resolving this issue, we need your assistance to locate the account in our
  systems. This will allow us to take the actions necessary to resolve the issue and prevent future
  collections calls.

  Please contact as soon as possible so we can help you resolve the issue. Our offices are open from 9:00 to 5:00 each workday. We can be reached at ###-###-####. If we are on another call and unable to answer, please leave a voicemail with your name, phone number, and the best time for us to return the call. Thank you.

  Customer Answer

  Date: 07/26/2022

  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:07/15/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SmartPay Leasing claims I have an account with them and owe $2246 but I have never opened an account with them. They sent it to collections and are threatening my credit report.
  
  THIS IS FRAUD 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: 07/29/2022

  Hello,

  We appreciate your inquiry an apologize for any inconvenience this may have caused. After further investigation, our Risk Department has honored claim and resolved this complaint.

   

  Thank You!

  Customer Answer

  Date: 08/06/2022

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