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:09/23/2024

  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 allowed someone to use my credit to purchase a phone and then turned it into a creditor. It has been on my credit report. They have been non responsive to phone calls. They clearly have a lot of fraud as it is right on their web sites homepage. This was clearly fraud as the credit servicing group sent me the contract that had an email associate with it that I have never used.

  Business Response

  Date: 10/14/2024

  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, and the fraud analyst assigned to the case will reach out to Mr. ****** to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with Mr. ****** to remove any information from his credit file associated with the matter. 

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio ********** 

• Initial Complaint

  Date:09/19/2024

  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 was on vacation with my daughter in ****** ** when her phone died. Apparently we were taken advantage of when we went to get her a new phone. I was not told that I was entering a lease agreement and would be charged twice what the phone cost. I called on June 30, 2024 and asked for the agreement I signed showing what I would be charged and they produced an unsigned agreement. They show I still owe $40.85. This is not right. If I was entering a lease agreement charging me twice what the phone cost, I should have been informed and signed an agreement.

  Business Response

  Date: 10/22/2024

  To Whom It May Concern: 

  We want to thank Ms. ***** ****** for contacting SmartPay regarding her account. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise after further investigation regarding this dispute we have found the details of the lease are accurate, and no adjustments will be made. At the time of the transaction, the terms and conditions of the lease to own agreement should have been provided for review and acceptance. While we're sorry to hear about the less-than-satisfactory experience with ********, SmartPay has no control over how the retailer represented the transaction. Attached Ms. ****** will find the Lease Agreement, as well as, the invoice we received from the retail location.

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

  Customer Answer

  Date: 10/30/2024

  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.

  
  

  There was no confusion regarding the terms and agreements of a lease.  I was never given a lease agreement or accepted a lease.  If I would have known, I would have paid out of pocket or on a credit card.  We were on vacation and I feel we were taken advantage of since we were in a rush to get back to our family.

   

  SmartPay should take responsibility to ensure vendors whom they work with ensure customers know they are entering a lease and the terms within the lease.

   

  At very least, I ask that they write off the last payment from my account.
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 11/12/2024

  To Whom It May Concern: 
  

  We want to thank Ms. ***** ****** for contacting SmartPay regarding her account. We have reviewed the account again but we are unable to write off the lease. In order to close the lease Ms. ****** would need to make the final payment of $40.85.

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

• Initial Complaint

  Date:09/14/2024

  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.

  Smart pay Leasing has played a huge part in damaging my credit and violating my rights. For starters, I notified the collectors they initially sent that this account was opened fraudulently in 2019. I have gotten this debt removed at least 4 times already, and EVERY time, they sell my debt to yet ANOTHER debt buyer WITHOUT my permission! First, they had ******** ****** ******** harassing me to collect this fraudulent debt. Upon contacting them, I was notified that they were tasked with collecting by a company called ****** **** ******** ****** ******** is in ***********. ****** is in *******. It hasn’t even been verified that these companies or Smarypay leasing have jurisdiction or authority to collect in my state or city. I’m in ******** *******. I had the debt removed 3 times from ******** ****** ********, because they keep duplicating the debt, causing it to show up as a NEW collection and drastically drop my score down just as I’m building it up! This last time, on 09/10/2024, I disputed and had the debt removed, and they sold it to yet ANOTHER debt collector called ***** ******* ***** that I have never seen before, nor have I EVER signed any contract or agreement with them. Under USC 1681 I’m entitled to fair and accurate reporting, and smarpay leasing and ***** ******* ***** are violating my rights. 15 USC 1681 (C) 2 states that information resulting from identity theft must be blocked by consumer reporting agencies. i am attaching my FTC identity theft report to show proof of my claims, and demand that the collection be deleted immediately from SMARTPAY and ***** ******* *****. Now I have 2 collections on my credit report for the same debt and on top of that, Smartpay has reported this as a NEW collection and a HIGHER debt. This is absolutely ridiculous.

  Business Response

  Date: 09/23/2024

  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, and the fraud analyst assigned to the case will reach out to Ms. ******** to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with Ms. ******** to remove any information from her credit file associated with the matter. 

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

  Business Response

  Date: 10/06/2024

  To Whom It May Concern: 

  We want to thank Ms. ***** ******** for contacting SmartPay. We completed an investigation into the matter and advise please see the attached letter regarding Ms. ********'s recent ID theft complaint. Please call ************ to submit additional feedback.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

  Customer Answer

  Date: 10/15/2024

  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.  Thank you very much!
  
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:09/12/2024

  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.

  Today 9/12/24 I received a text by a number that claims to be a debt collector for this company. It said "This is ******, a debt collector. We have an important message regarding your SMARTPAY LEASING LLC balance $443.23. If this is a mistake, report: *******************************
  Reference #: **********
  Call us at ************ or
  Self-service: *******************************
  Reply STOP to opt-out"
  
  I have never heard of this before and have never borrowed money from the company they said I did. I am concerned thus is either a scam or that someone stole my identity. I have not clicked on any links. I tried to contact the Smartpay company directly through their website regarding this, but conveniently the chat disconnected after I gave some of my basic personal info with the company

  Business Response

  Date: 09/24/2024

  To Whom It May Concern: 

  We want to thank Ms. ******* ****** for contacting SmartPay regarding ID Theft/ 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, and the fraud analyst assigned to the case will reach out to Ms. ****** to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with Ms. ****** to remove any information from her credit file associated with the matter. 

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:09/11/2024

  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.

  Constantly harassing and charging my account before due date. Restricted my device before due date. Price has gone up way more than original agreement.

  Business Response

  Date: 09/23/2024

  To Whom It May Concern: 
  

  We want to thank *** ******** ***** for contacting SmartPay regarding her account. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise the account is marked as Do Not Call, so *** ***** will no longer receive collection calls. The account is current with the next payment due on 10/07/2024. A review of the payment history found payments are due every 30 days in the amount of $38.07. The payment schedule from the Lease Agreement is as follows: 01/11/2024, 02/10/2024, 03/11/2024, 04/10/2024, 05/10/2024, 06/09/2024, 07/09/2024, 08/08/2024, 09/07/2024, 10/07/2024, 11/06/2024, 12/06/2024, 01/05/2025, 02/04/2025. The first and second payments were made on time. When the third payment was due on 3/11 the payment was attempted per the Lease Agreement. That payment failed and continued to fail each day until 4/04 when *** ***** spoke with an agent and made the payment. The forth payment was due on 4/10 and payment were again attempted until 4/14 when *** ***** called and made the payment. Payment #5 was due on 5/10 and wasn't made until 5/19. On 5/19 *** ***** requested 2 payments be applied to the account which were applied to the 5/10 and 6/09 payments. The next payment was due on 7/09 but not made until 7/13 after multiple attempts. Payment #8 was due on 8/08 but wasn't made until 8/12 and Payment #9 was due on 9/07 but not made until 9/15. When each payment is due the payment will be automatically attempted using the primary card on file. Each day the card will be attempted again until the payment is made. If payments aren't made on time the account can be restricted per the Lease Agreement. A copy of the Lease Agreement has also been attached for *** ***** review. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:09/09/2024

  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 purchased a phone from ******** **** on January 21, 2024. I paid for the phone with a credit card and paid for the phone in full. On August 24, 2024, my phone was shut off by ******** ****. When I called to find out what happened, ******** **** told me that Smart Pay had put a restriction on my phone and that I needed to call Smart Pay and get the problem cleared up before they could turn my phone back on. I called Smart Pay but in order to talk to someone you have to have an account and enter your account information. I don't have an acct with Smart Pay and never have. ******** **** said that Smart Pay thinks the phone is leased and that money is owed and that is why they put a restriction on the phone and turned it off. I have talked to ******** **** for the last 2 weeks and they have not been able to resovle this. Every time I call Smart Pay the automation asks for my acct information and there is no way to bypass the automation. I can't input acct information because I don't and never have had an acct with them. I will attach my credit card statement showing I have paid for the phone and the purchase from ******** ****. I have been without a cell phone for 2 weeks and am thankful I still have a land line.

  Business Response

  Date: 10/16/2024

  October 14, 2024
  To Whom It May Concern: 
  
  We want to thank *** *** ***** for contacting SmartPay regarding service connectivity. We completed an investigation into the matter and advise *** ***** provided the IMEI and that information was forwarded to ************ for resolution. According to ************ they were unable to contact *** *****. We would suggest contacting ************ directly, as we have no accounts linked to *** ******* device. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 
  

  
  

• Initial Complaint

  Date:09/06/2024

  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.

  False advertising as seen the lease agreement was 24 months at 7.50 a month, However once I got to the leasing page they changed their agreement to less time at 67.80 a month

  Business Response

  Date: 09/10/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ******** for contacting SmartPay regarding lease terms. We understand that there is some confusion with the terms offered. We completed an investigation into the matter and advise as shown in he "Overview" screenshot the price of $7.50 does not include taxes or fees and is for well qualified customers. Final pricing for leases would be shown once the customer has entered all pertinent information into the system. The final qualifications would include all applicable fees and taxes. We currently have no active leases for *** ********, so we are unable to provide specifics.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 09/10/2024

  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:09/04/2024

  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 have paid a hundred dollars I have notified this company by phone and email that they are not authorized to use my card for auto pay They continue to They have caused overdraft fees due to this I want them to stop auto charging my card I have been told no

  Business Response

  Date: 09/11/2024

  To Whom It May Concern: 
  

  We want to thank *** ***** ********** for contacting SmartPay regarding her account. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise we have closed the account as paid in full as a courtesy. 
  

  We sincerely apologize for any confusion regarding *** ************ lease with us.

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

  Customer Answer

  Date: 09/13/2024

  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. I would ask ,based on dealings that I have then put their claim as marked paid in full in writing and forward to me 
  
  
  
  Regards,
  
  
  
  ***** **********
  

• Initial Complaint

  Date:09/01/2024

  Type:Delivery 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 ordered a ******** **** from ******** **** wireless, on august 7, 2024, leasing through smart pay leasing. I never received the phone because ******** **** shipped to incorrect address. I asked them to correct the address twice before it shipped. I contacted them once after it shipped and they still refused to help. Finally, after it's delivery I contacted them once more and they refused to correct the situation. It is now September 1, 2024 and I have not received the phone or a refund of my down payment. I have made repeated attempts to contact smart pay but they do not respond. I just want my money refunded as I will not be doing business with either of these companies again. Ever.

  Business Response

  Date: 10/21/2024

  To Whom It May Concern: 

  We want to thank *** ****** ****** for contacting SmartPay regarding his account. We understand that there is some confusion with the the account. We completed an investigation into the matter and advise a return was processed on 9/08/2024. At the time, *** ****** had a pending chargeback, so no refund was issued. The chargeback has since been closed with *** ****** receiving a refund. According to our records the refund was issued on 9/02/2024, but the chargeback wasn't closed until 9/18/2024. We suggest *** ****** review his account statements for the full month of September to find the refund. 
  

  We sincerely apologize for any confusion regarding *** ****** account.

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

  Customer Answer

  Date: 10/23/2024

  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 received no such refund and I have been in contact with my financial institution that says they are waiting on a response from smartpay in this matter. But, I will also take this to my financial institution to see what they say.

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

  Business Response

  Date: 11/06/2024

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding his account. Although we believe *** ****** was not rejecting our response, we would again like to extend an apology for the experience. If *** ****** is unable to locate the refund through his bank we would ask he provide a copy of his bank statement related to the debit card ending in **** so we may review. The bank statement can be sent to [email protected]. We would be happy to work with *** ****** to locate the refund.

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

  Customer Answer

  Date: 11/07/2024

  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 do not have a card ending in ****. I was not able to remove any cards I ever used from my account, so I may have had that card at some point. Or it may have been a prepaid card, or **** gift card. It was not the card I used to make the payment in this dispute. Also, smartpay changed the story 3 times as to where my refund was. Now, I have received the money back through my payment method. I don't know if the money actually came from smartpay. But, that doesn't cover the other expenses and the amount of time I have spent trying to get my refund.. I am not asking for any additional money at this time, but I do not accept smartpay response as it is. As far as this goes with the BBB, this is done..I only hope now, that someone else will learn from my problem and do business elsewhere, so they don't have to go through what I did.

  
  

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

• Initial Complaint

  Date:08/30/2024

  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.

  1st I cannot get a hold of an actual person when I called ALL the numbers for Smartpay.
  2nd They automatically enrolled me in service plans auto pay without my consent
  3rd Since April of 2024 my renewal date for service plans is getting earlier and earlier. It went from in April for the 13th of each month to the 10th in May , then to the 9th in June & July to the 8th of each month. Plus my payment date for the phone is getting earlier and earlier as well. They are ripping customers off!!

  Business Response

  Date: 09/04/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ******* for contacting SmartPay regarding her account. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise *** ********* Lease payments, per the Lease Agreement, were due every 30 days. This would result in the payment varying slightly each month. The Service Plan is also explained within the Lease Agreement. Per the Lease Agreement: "If you fail to make a payment on your service plan or the service plan is not topped up for any reason, then SmartPay will continue to debit your account until a successful debit occurs or you purchase a service plan on your own; therefore, your lease payment may occur on a separate date than your service plan." SmartPay receives notification from the Service Provider if a payment needs to be attempted. We do apologize *** ******* had difficulty reaching SmartPay Customer Support. According to the account *** ******* has paid off the lease, and it is now closed.

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