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:08/26/2024

  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 have leased a phone through smartpay and I have always paid $18.36 every month well they took out an extra $36.50 this month too and I didn't authorize them to I have been trying to get a hold of them. I want them to refund me my $36.50 and take auto pay off right now so they can't take out another $36.50 I will never do business with them again because I paid way more than I should have for the phone.

  Business Response

  Date: 08/29/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ********* for contacting SmartPay regarding payments. 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 understand that *** ********* has questions about her Service Plan and or Service Plan Payments. Per the lease agreement, if a customer fails to make a payment on their service plan or the service plan is not topped up for any reason, then SmartPay will continue to debit the customer's account until a successful debit occurs or the customer purchases a service plan on their own. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:08/20/2024

  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.

  As of 02/2024 a debt has been added to my credit statement mentioning that I owe this smartpay company in the amount of $427. When I purchased this phone, not one time was leasing to own mentioned. I didn’t even know I had an account under this until today (8/20/2024). I have no idea why this collection is due when I’ve been with the service I’m with for 2-3 years and not one time does a representative mention anything about me owing. All the phone calls are recorded. I also do not have one email regarding a smartpay confirmation from this alleged debt. And there is no written signature from me. If this isn’t fixed soon, it will lead to future legal actions.

  Business Response

  Date: 08/29/2024

  To Whom It May Concern: 

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

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

• Initial Complaint

  Date:08/16/2024

  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.

  Smartpay has an automatic payment system in which they will deduct the amount that you owe each month on a set date. However, do not give me the option to pay early. Once they try a payment off one of your cards listed and are not able to complete it It locks the system up and will not allow you to pay using any of your saved cards. This lasts For typically 2 to 3 days. Long enough for your service to be shut off. This causes you to have to try to reach out to customer service. It is basically nonexistent to try to get the payment made if you are able to make the payment through the online system by stroke or genius or luck. Then you still have to try to reach out and contact them so that they can unlock your phone so that you may have service through your provider. I go through ***** ******** by ******* and have a grandfathered in plan. Every time they don’t take my payment and I get the issue resolved a smart pay then total by ******* tries to get me to switch over to their new plans, even though explain the situation to them, and I feel that the two companies are using this method to force people into taking more expensive single line plans by blocking options of payment and the ability to pay early on a single payment. This sort of lending feels very predatory. There’s also leaves me without phone service for three days out of every month that I have to like. Try to sit and correct the situation. Alone, I’ve made three calls to Smart pay one. I sat on the phone for an hour and a half waiting to speak with someone and then I got my payment to go through. Now that my payment is gone through, I have been trying to speak with someone to have them unlock my phone service so that ******* can, activate my phone on their end however, the three times I’ve called back. I’ve been put on hold given a survey and then hung up on each call taking about 40 minutes. I’ve never dealt with the company That has been as frustrating as this company.

  Business Response

  Date: 08/28/2024

  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 per *** ******- ******** Lease Agreement, payments will be automatically withdrawn on her due dates. If these payments are processed per the Lease Agreement the device will never be disconnected. Since the payments are set for automatic withdraw we do not allow early payments through the website. If the payments do become past due this can result in disconnection. If disconnection happens the customer would need to contact Customer Support to make a payment and service can then be reconnected. We apologize *** ******- ****** has had issues contacting Customer Support, but if she lets the payments be withdrawn automatically she will not need to contact Customer Support.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Business Response

  Date: 08/29/2024

  To Whom It May Concern: 
  

  *** ******- ****** can contact Customer Support at ###-###-#### and one of our friendly agents would be happy to assist.

  Customer Support Business Hours:
  - Monday - Saturday 7:00 AM - 7:00 PM PST
  - Sunday 7:00 AM - 5:00 PM PST

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

• Initial Complaint

  Date:08/14/2024

  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 leased a I phone 15 from smart pay for approximately $37.89 for 18 months and elected to have a $45 phone service plan concurred with my lease agreement. My first 3 payments included my service plan, afterwards no service plan was added. For 3 months I have been paying for an additional $45 service plan. My lease has been breached and smart pay is getting over on consumers. Smart pay leasing **** headquarters.

  Business Response

  Date: 08/21/2024

  To Whom It May Concern: 

  We want to thank *** ******* ******* for contacting SmartPay regarding her payments. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise on 2/20/2024 *** ******* agreed to the terms of a lease with SmartPay. Those terms state *** ******* will make 18 payments of $87.25 every 30 days for the lease of the device. She also agreed to a Service Plan for $45. While the lease does state "concurrent" it explains that *** ******* purchased the Service Plan concurrent, or at the same time, with the leased device. It does not state the payments will be concurrent. SmartPay is responsible to initiate each Lease payment of $87.25 according to the dates set within the Lease Agreement. Due dates for the Lease Agreement are: 03/28/2024, 04/27/2024, 05/27/2024, 06/26/2024, 07/26/2024, 08/25/2024, 09/24/2024,
  10/24/2024, 11/23/2024, 12/23/2024, 01/22/2025, 02/21/2025, 03/23/2025, 04/22/2025, 05/22/2025, 06/21/2025, 07/21/2025. 6 of the 18 payments have been made. For specifics concerning the Service Plan, *** ******* should refer to the "Automatic Airtime Purchase Agreement". It states that if the customer does not agree to ********** auto refill program SmartPay will attempt the Service Plan payment on behalf of the Service Provider (********). 

  After reviewing *** ********* payment history with SmartPay, we found that we have only attempted lease payments for the device, and at no time have attempted Service Plan payments. Since SmartPay is not the Service Provider we would not be aware of the specifics of *** ********* Service Plan, but since we have not attempted any Service Plan payments on behalf of the Service Provider it could be assumed *** ******* has set up auto refill with ********. If she has not she would need to work with ******** directly in regards to Service Plan questions or concerns. 

  At this time, *** ********* account is current and does not have any restrictions in place. SmartPay has no record of any payments, except the agreed upon lease payment of $87.25, being attempted. No refund is due as the only payments SmartPay has taken were for the agreed upon lease for $87.25. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, **** 45236-0454 

• Initial Complaint

  Date:08/12/2024

  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 am trying to transfer my service, which I paid for THREE DAYS AGO, through straight talk, to my new device. Come to find out I can’t because smart pay has a restriction on it! And I can’t get ahold of anybody from smart pay to take it off!!! I HAVE to keep my number for important doctor information and school calls. I will send smartpay their device back! I paid for service to put on my new device and can’t even use it because they put a hold! I understand them not wanting the phone to be active but they can’t keep my phone number!

  Business Response

  Date: 08/14/2024

  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 Ms. ****** has an active lease with SmartPay that is currently past due one payment. She has made 8 of the 18 payments. The phone number associated with the lease cannot be ported to another account until the lease is fulfilled. If Ms. ****** would like to payoff the lease she can contact Customer Support at 800-374-5587.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:08/07/2024

  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 ordered a phone that was originally 299 on straight talk using smart pay and smart pay is charging me 519 ? which is the price of two phones . i’ve already payed half of the 299 and i still have 15 payments left which doesn’t make any sense .

  Business Response

  Date: 08/14/2024

  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 SmartPay+ is a Lease-to-Own program that spreads the cost of Ms. ***** smartphone over multiple payments. Once approved, the customer make payments over a set period of time.  Ms. *** did agree the lease terms at the time she e-signed the Lease Agreement.  
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

• Initial Complaint

  Date:08/02/2024

  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.

  This company added a collection account for $389 on my credit report. I have never opened an account with them at all. I searched the company Smartpay Leasing and it seems to be something about phones. I have had my same phone service for 4 years and have had my current phone going on 2 years with the same company. I have no idea how Smartpay got my information but it is not valid at all.

  Business Response

  Date: 08/06/2024

  To Whom It May Concern: 
  

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

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

• Initial Complaint

  Date:07/27/2024

  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 bought a phone using Smart pay, but I changed my mind before the phone was delivered and I refused delivery of the phone so I never had the phone in my possession about two months later I get a bill from Smart pay for $101 they are trying to Extort money from me I don’t owe them anything as a matter fact, they owe me $100 because when I ordered the phone I paid $100 upfront, which was never returned to me

  Business Response

  Date: 08/05/2024

  To Whom It May Concern: 
  

  We want to thank *** ***** ***** for contacting SmartPay regarding his account. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise a return was processed on 5/21/2024 and a refund, in the amount of $101.43, was issued to the card ending in ****.*** ***** disputed the payment with his bank and according to our records he won that dispute. This resulted is a reversal of the initial payment after we had already issued a refund meaning *** ***** was credited 2 payments of $101.43. Since *** ***** was refunded twice SmartPay has sent him emails requesting he pay back one of those payments to satisfy the account. Once that payment is made the account will be closed.
  

  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 

• Initial Complaint

  Date:07/24/2024

  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 am currently leasing a phone with the company. My payments are $61.32 per month and are due on the 21st of every month. On July 21 2024, my card was charged $22.22 by the company then they later charged my card an extra $61.32. I sent them an email on July 22 2024 informing them that they overcharged me by $22.22 and requested a refund. Their site states you will receive a reply within 48 hours. Once 48 hours had passed with no response, I filed a dispute with my bank for the $22.22. Shortly after filing the claim, the company sent an email response saying they refunded me $39.10 by mistake and would be charging me an additional $16.88 on 07/29. I have not received any refund from the company. The amounts given do not match any of the amounts included in my complaint. They sent this
  email after their listed business hours and I replied with another email. My second email stated they did not refund me a cent & they had already received the full payment for July 2024 and therefore had absolutely zero reason to charge my card any amount before my next due date of August 21 2024. My account on their site still states that my lease payment of $61.32 and the additional unauthorized payment of $22.22 were both successful and credited to my account. Again, my account shows that my lease payment was successfully paid on time and that I do not owe any money nor does it show any amounts refunded so the email claiming they refunded $39.10 and that I owe $16.88 is knowingly untrue.

  Business Response

  Date: 08/07/2024

  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 if payments are made on the account for amounts less than the full payment amount when the actual payment comes due only the remaining balance will be deducted. According to our records a refund of $39.10 was issued to the card ending in **** on 7/24/2024.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:07/24/2024

  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 leased a phone through smart pay leasing. My lease ended in May 2024, and the phone I had bought for my 15 year old was paid in full. So I should own this phone, and he should be able to use it. Right? NOPE! I am unable to purchase a service plan, because I need to contact my service provider to restore service. Okay, so I contact ******** ****. ******** **** sends me back to smart pay , they advise me to contact them. This goes back and forth. My son Still can’t make calls on his phone. I can’t get any answers, can’t talk to an actual person. This is complete garbage.

  Business Response

  Date: 08/07/2024

  To Whom It May Concern: 
  

  We want to thank *** ***** ******** for contacting SmartPay regarding service connectivity. We completed an investigation into the matter and advise we attempted to work with ************ to resolve this issue, but have not received a response from ************. At this time, we suggest working directly with ************ to resolve this issue.

  We sincerely apologize for any confusion regarding this issue.

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