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:07/24/2024

  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.

  This company does not provide the service they claim they do. I have had my phone locked, even when payments were made. They did not fulfill their part of our contract. My service was not refiled, even when paid(as part of the agreement) and I was forced to double pay several months to have a working phone. I have documentation showing where I have paid twice for service they did not provide. Once they locked the phone, it took close to two weeks for them to unlock it. I still did not have service. ******* and SmartPay just kept shuffling me back and forth blaming each other, while still not providing a resolution. I have attempted to contact SmartPay on several occasions, only getting through TWICE. I have requested information to return this device to them and cancel the contract and STILL(now 8 days later) have not received an address to return it to them. However, they're still attempting to charge my account for services they don't provide. A ****** search shows this happens to A LOT of their customers and seems to be just something they do.

  Business Response

  Date: 08/05/2024

  To Whom It May Concern: 
  

  We want to thank *** **** ****** for contacting SmartPay regarding the disconnection of her device. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise that *** ****** has had 4 payments due thus far: 04/18/2024, 05/18/2024, 06/17/2024 and 07/17/2024. Payments were made on 4/19/2024, 5/30/2024 and 6/27/2024. The delay in payment would result in disconnection of service until the payment is made. Once the payment is made the restriction (disconnection) would be removed. If the restriction is not removed automatically the customer can contact SmartPay Customer Support. Currently the account is one payment past due, so service would be restricted.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 08/08/2024

  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.

  Their customer service is impossible to reach. I attempted phone calls, online chats and emails. Even after making my payment, the restriction was not removed. Only once was I able to reach a representative through their chat portal and she told me the restriction had been removed. It had not. The phone number she gave me to contact took me to *******'s customer support- who in turn blamed SmartPay. ONLY after paying ******* a SEPARATE payment for monthly service was I able to use the phone again. Two months I had to pay both SmartPay and *******, doubling my payment for the month. The terms of lease show they were to pay for the service with my monthly payment submitted to them. When the device was restricted, they failed to do this when payment was received. I contacted them via email telling them I wished to end the lease and return the device after telling them I was unsatisfied with their level of service. After 8 days of no response, I sent another email to which I received a reply to call their customer service number. Again, I was unable to reach an actual person and was put in circles by their automated system. Both SmartPay and ******* failed to take any responsibility for my service not being restored after payments were made.
  
  
  Regards,
  
  
  
  **** ******
  
  

  Business Response

  Date: 08/26/2024

  To Whom It May Concern: 
  

  We want to thank *** **** ****** for contacting SmartPay regarding her account. We completed an investigation into the matter and advise we have attached a return label so *** ****** is able to return the device if she chooses. As previously stated, if payments are not made on time the device will receive a restriction causing the device to be disconnected. The customer would need to speak with Customer Support to make the payment and resolve the issue. When the Lease Agreement was signed the terms stated that payments would be withdrawn automatically. If payments are successfully withdrawn on the due date service will not be disconnected.
  
  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.

  SMARTPAY LEASING LLC perpetuates fraud. My identity was stolen and an account was created with a falsified passport. They tried to collect on me from this account to which i provided the fraud documentation and proof of identity theft. The case was closed by the credit bureau. SMARTPAY LEASING LLC then perpetuated the KNOWN fraud account by selling the fraudulent debt to a collection's agency. I am now repeating the process of demonstrating identity theft. This is done in bad faith from SMARTPAY LEASING LLC and illegal.

  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:07/22/2024

  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.

  Have a leased phone with Smartpay and they shut off an unassociated phone number. Their claim is the SIM was used for smartpay which is a lie, and the affected individual is not a smartpay customer, never has been and is also disabled which makes Smartpay in violation of ADA

  Business Response

  Date: 08/06/2024

  To Whom It May Concern: 
  

  We want to thank *** ***** ******** for contacting SmartPay regarding service connection. We completed an investigation into the matter and advise the issue was forwarded to ************ for resolution. according to ************ the issue was resolved. If *** ******** continues to have issues we suggest he contact ************ directly.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 08/08/2024

  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:07/18/2024

  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 don't have an account or a contract with SmartPay. This company has locked my phone number that I've had for 13 years, & is registered to MY name. They refuse to speak to me about the issue since I'm not the account holder.
  
  12/18/2023, ***** ****** signed a contract with SmartPay for a lease to buy a phone. He then gave me the phone as a gift. This breached his contract. When I transferred my number to this phone, I was unaware it was leased. I learned the phone was leased months later, when he stopped making payments. At that time, my number was locked from being used. It is locked from being transferred to a new phone. SmartPay has the phone number of the account holder, but doesn't lock HIS phone. Account holder is currently in jail for assault & we are separated.
  
  SmartPay accepted payment from me for this lease in April, May & June. I paid to keep my number. In July, they say they will not accept payments from me since I'm not the account holder, and they also will not allow me to return the phone for the same reason. They will now no longer speak to me about the issue. So they have locked my phone number from being used but won't speak to me to resolve the issue.
  
  ***** ****** breached the contract terms in sections 16 & 17 when he pledged the phone as a gift to someone else & moved out of the location where the property is located. As such, this contract should be terminated. If not terminated, then the company needs to allow payments from me, the person in possession of the phone. I will gladly return the phone to SmartPay for release of my phone number lock.
  
  Again, this company has locked my phone number from being used or transferred. I do not have an account with them and they will not speak to me about my number being locked or how to fix the issue. The account holder breached contract when they pledged the phone to me, at a different location. As such, the contract should be terminated. I will return the phone if label is provided.

  Business Response

  Date: 08/06/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ****** for contacting SmartPay regarding her service disconnection. We have reached out to ************ on *** ******** behalf but we have not received a resolution. According to ************ they attempted to reach out to *** ****** but were unable to make contact. We suggest *** ****** attempt to work with ************ directly to resolve the issue.

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

  Customer Answer

  Date: 08/09/2024

  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.

  - You have referred me o ******** ****, but ******** **** will not speak to me about my phone being suspended and they refer me to contact SmartPay about resolving the issue. ******** **** DID NOT suspend my service, Smart Pay did. 

  - SmartPay has emailed me 3 times since I submitted this complaint asking for my contact information to speak with me about this. I have responded to every email with my number (###-###-####). However, you still refuse to contact me about this issue and representatives at your call center WILL NOT speak to me since I do not have an account with you. 

  - You need to unlock my phone number because I DO NOT have a contract with you and the person who does have a contract with you breached that contract when they gave the phone away as a gift. This is per Smart Pay's contract agreement. 

  I am including documentation that shows it is MY information that is locked in this phone, NOT the account holder who has a contract with you. Also emails to show that you have been contacting me outside of the BBB...but now refer me to ******** ****. Please unlock my phone number and account. I will gladly pay the monthly bill or return the phone to you. 

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

  Business Response

  Date: 08/20/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ****** for contacting SmartPay regarding service connectivity. We again reached out to ************ on *** ******** behalf and provided all contact information provided by *** ******. We received notification back from ************ stating they were unable to make contact with *** ******. Any service connectivity issues would have to be resolved through ************ as they are the service provider. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 08/22/2024

  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.

   

  This issue is not with ******** ****. The issue is with SmartPay. I'm wondering if you even understand what the issue is?? This phone was purchased by ***** ******, who gifted it to me. He then stopped paying for the phone. Since MY phone number was attached to the phone at activation, it is MY phone number that SmartPay has locked due to non payment. So while I have service with ******** ****, it is SmartPay that has my number locked and unable to be activated. I am asking SmartPay either unlock my phone number from this phone since I DO NOT have a contract with you, or allow me to make the payments on this phone. If you unlock my number, I will gladly return the phone. You have locked the phone number legally attached to MY name when I do not have a contract with you. As of 08/13/2024, *** ****** has been Court ordered in ******** County ********** Court to contact SmartPay and advise you to accept my payments so that I may keep the phone number I have had for 13 years. 

   

  Also, I DID talk to ******** **** and explained the situation. After speaking with a representative from ******** ****, they have advised that they will contact you back for resolution. This really is on you SmartPay

   

   

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

  Business Response

  Date: 08/29/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ****** for contacting SmartPay regarding service connectivity. We understand *** ******** frustration. We have removed all restrictions associated with the serial number. *** ****** may need to power cycle the device by turning the device off then restarting.

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

  Customer Answer

  Date: 09/03/2024

  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 would love it if you would remove the restrictions on this phone so that I may have my phone number back. As of 09/03/2024, the restrictions have not been removed from this device. Once restrictions are removed, I will accept the response. 
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 09/09/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ****** for contacting SmartPay regarding release of her phone number. We completed an investigation into the matter and advise this is a duplicative complaint that was previously answered on 8/29/2024. SmartPay has removed all restrictions and there are no further actions that can be taken by SmartPay. No additional facts or circumstances have been provided that would require a different answer.

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

  Customer Answer

  Date: 09/18/2024

  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.

   

  MY PHONE NUMBER IS STILL LOCKED INTO THIS PHONE! ******** **** will not allow me to use my phone number on any other phones because there are restrictions on it through SmartPay. I spoke with ******** **** on 09/18/2024 at 12:30 PST  and confirmed this to be true. REMOVE THE RESTRICTIONS ON MY PHONE NUMBER, AS I DO NOT HAVE AN ACCOUNT WITH YOU!
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 10/06/2024

  To Whom It May Concern: 

  We want to thank *** ******* ****** for contacting SmartPay regarding service connectivity. We completed an investigation into the matter and advise this is a duplicative complaint that was previously answered on 9/09/2024. No additional facts or circumstances have been provided that would require a different answer.

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

  Customer Answer

  Date: 10/13/2024

  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.

   

  This company has offered to remove all restrictions related to my phone number ###-###-####. However, they HAVE NOT removed the restrictions related to this phone number. When I contact my phone company (******** ****) I am informed that the restrictions are still in place by SmartPay, and I am unable to activate service due to the restrictions. They are unable to help me until SmartPay releases the restrictions, as they agreed to do. 
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Customer Answer

  Date: 10/14/2024

  I am unable to three way call SmartPay and ******** **** to get this resolved. In fact, SmartPay will not speak with me AT ALL since I am not the account holder and I am not the person who signed a contract with them. So they have MY number locked but will not speak with me to come to any type of resolution, which is why I opened a BBB case. Perhaps SmartPay could three way call me and ******** **** to resolve this? 

  Another option for resolution - perhaps SmartPay could send a document to the BBB case that states the serial number of the phone, imei number & phone number to indicate that all restrictions were lifted from this phone and phone number? Then I could provide that documentation to ******** **** to show that my number is no longer locked and I can resume phone service. If this is not an option, SmartPay needs to somehow inform ******** **** that restrictions were lifted. ******** **** systems still show this number as being locked by SmartPay and they refuse to resume service as of 10/13/2024. I was actually told yesterday (10/13/24) that I need to pay my bills if I want to resume service. How incredibly offensive. SmartPay, please three way call ******** **** and myself or provide documentation to show that restrictions were lifted. You agreed to lift restrictions and they need to be lifted immediately and for everyone. Documentation needs to include the serial number, imei number and phone number that restrictions were lifted on please. 

  Business Response

  Date: 11/05/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ****** for contacting SmartPay regarding her service. We understand after speaking with *** ****** she was able to confirm all restrictions have been removed from her device and she was able to set up service with ************. We believe this issue has been resolved.

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

  Customer Answer

  Date: 11/06/2024

  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:07/17/2024

  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 phone with ************ wireless. The phone I leased was turned off because of a late payment. I hadn’t been able to login to my account. It says incorrect information. I’ve logged in a paid June so now why I can’t. Call 800 number say they can’t find my account. I called Straight Talk and they advised that I had to call SmartPay. I tried to reach SmartPay and on chat can assist me because the info I provided them to verify my account doesn't match what's in their system. I tried to call customer service, and I can't get a live agent without veritying my account. I dont know what details they have on file. All I am trying to do is pay $17 to get the phone back on. no one at SmartPay can help me. The verification info is date of birth and last 4 of your SSN. I know my birthdate and SSN. So l don't know what details are on file. My phone has been shut off for several days now and no one will help me. I can't get anyone on the phone and chat says they can't help me and as I said above, all I want to do is get the details corrected and pay $17. I’ve reached out and I just want my phone back on.

  Business Response

  Date: 07/30/2024

  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 *** ******* was able to communicate with a member of the Customer Support Team on 7/26/2024. The issue was resolved and payments were rescheduled. The new payment schedule is attached.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:07/04/2024

  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 paid off my phone in may after they had shut it off for so called non payment. I have proof I paid my bill. I also paid off my phone with them and they shut it off today 7/3/24 for no reason. I have emailed them since I can't call due to service being shut off with straight talk after I paid them as well. Now I have to get a new phone and provider. I want restitution for expenses because of having to find a new phone and provider of services.

  Business Response

  Date: 07/17/2024

  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 *** ******* spoke with an agent 7/04/2024 and they were able to make a three way call to ************ and the issue has been resolved.  
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:07/03/2024

  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 have phone service through ******** **** and my phone is paid for, no lease. My phone was deactivated and ******** **** informed me that Smart Pay put a block on my phone. I contacted Smart Pay who then says my IMEI number is attached to someone else's account. I had to send in proof of purchase. Then, Smart Pay said the error was resolved, contact ******** ****. ******** **** has received no notice from Smart Pay of this. I then contact Smart Pay again and asked them to contact ******** **** to inform them the error was resolved. According to Smart Pay, all ******** **** has to do is restore my service. According to the business assurance department at ******** ****, Smart Pay has blocked my account due to non payment (again, I never had a lease with them to begin with) and Smart Pay needs to remove the hold. I continue to get the run around from both companies and I still have no phone service. Please help.

  Business Response

  Date: 07/30/2024

  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 SmartPay has verified *** ****** account has no restrictions. We have also removed all additional information not pertaining to the account at hand. If the issue persists *** **** will need to work with her carrier directly. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:07/01/2024

  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 funded my daughter’s phone using Smart Pay, a loan provider who was to, auto deduct the payments that were set up for us by the provider. Everything was fine until one day I open my email and an email from a collections agency for $277. I was wondering what it was for so I inquired with the collections agency they told me it was from the company Smart Pay for an unpaid balance on the loan. I then asked my daughter what happened with this loan and she said they just stopped taking the payments from her bank account so she thought the phone was paid off. I then asked the company, Smart pay why the payments were no longer being deducted and the representative I spoke to said if there was an issue they would have sent me an email. I never received an email or any type of correspondence from Smart Pay to rectify this issue before it was sent to collections. Now not only has this reflected negatively on my credit report, I am in negative standing with this company Smart Pay. I’d like to resume payments and rectify this situation as I was never given the chance to do so.

  Business Response

  Date: 07/17/2024

  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. A copy of the terms and conditions has been attached for review. According to our records only 10 of 18 payments were made, which would result in the lease being written off and sold to a third party. We completed an investigation into the matter and advise Our records indicate that the lease defaulted and was sold to ******** ****** ********. For any questions or concerns, please contact the Third-Party agency directly at ###-###-####. We would have no additional information as we are not the current owner and have not contacted *** ********* since the date of sale.  
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 07/17/2024

  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.
  
  
  Regards,
  
  
  
  ***** *********
  

• Initial Complaint

  Date:06/17/2024

  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.

  On 4/25/2024 I received a package via UPS containing a cell phone, which I had not ordered. We found a number on the back of the label on the box for SmartPay, so I called them. They said they had records that we had entered a contract with them for an ******. No idea what documentation they were referring to. I called back to SmartPay and they said I needed to contact ******* since the contract was with them. They did give me a ticket#***********. I contacted a number in the package for ******* ###-###-#### and spoke with Robert who tried to convince me to activate the phone. I told him I didn't order the phone and I want to return it. He tried emailing me a return shipping label using the email that the product was ordered from, however, it was not my email it was different. He finally texted the label to my cell phone. I printed the label out and sat on my porch for UPS to pick up. The tracking number was ******************. It was delivered to what we were told a ******* warehouse in ********* ** and signed for by Larry on 5/3/2024 at 1:06 pm. I contacted SmartPay again (###-###-####) and they tracked the phone and said Anna had found the phone and are going to refund the initial payment and then cancel the contract. Since Anna has the phone the issue will get resolved, however, his computer went down so he needed me to call back in 2 hours so they could process his refund. I then called back in 2 hours and had to go back through the whole process again and this lady told me the only way it could get resolved is by sending an email to [email protected]. SmartPay have filed a claim on my credit report as delinquent. I have still not got the issue resolved after spending well over 20 hours on various phone calls. I am almost 80 years old and have no idea what else to do with communicating to get this issue resolved.

  Business Response

  Date: 06/20/2024

  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 his 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:06/12/2024

  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 is third party that ***** *** stores use for their leasing opportunities towards their merchandise specially phones. I was there approximately March 11, 2024, it wasn't until almost 23-24 days after my leasing transaction with one of the stores that I visited in person that I found out I was a victim of scam by my transaction being altered by two of the sellers(a female and male) in the ***** *** stores. They did this for their own advantage and commission gains I guess. The true is that after they explained to me that the items they claim where free and that were included with a phone device then reflected in smart pay's system as not free. I found this out while I was inquiring about my next bill, it was where smart pay representative broke down the transaction. After smart pay did declare me at the end a victim of scam they did not refunded me the amount of $78.30 which was a transaction under false pretense that what I was paying for was only for the phone not no accessories. I am creating this claim in hopes BBB can contact this company and for them to refund me $78.30. The amount was authorized and paid by me under the impression I was paying only for one item the phone not the accessories which were added by these two scammers at this ***** *** store, they were added with fee without my authorization. I never authorized or requested none of this items they were just put in front of the counter and said take them there included items free. I tried disputing the amount through my bank but what my bank got back was a disclosure of smart pay terms and conditions. As a customer I know that when someone has been a a victim of fraud a lot of things in "terms and conditions" do not apply to them such as contracts. And by contracts smart pay did recognized I was a victim of scam and closed any contracts due to the fraud, but didn't refunded me the amount initially paid that was $78.30. I would like my money back due that I was a victim of fraud.

  Business Response

  Date: 06/17/2024

  To Whom It May Concern: 
  

  We want to thank *** ********* **** for contacting SmartPay regarding their 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 a refund in the amount of $78.30 was issued back to the original form of payment on 6/14/2024. The lease is now closed.
  

  We sincerely apologize that the experience at the ***** store didn’t meet *** ****** expectations. The comments have been shared with management and will be sent to the retailer as well.
  
  We appreciate *** **** taking the time to share those concerns, the feedback is greatly appreciated. It’s our goal to make every customer experience a positive one and the feedback can help us achieve that. 

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

  Business Response

  Date: 07/03/2024

  To Whom It May Concern: 
  

  We want to thank *** ********* **** for contacting SmartPay regarding her refund. We completed an investigation into the matter and advise according to our payment processing service the refund was issued back to the card ending in **** on 6/14/2024 in the amount of $78.30. A copy of the receipt provided by our payment processor has been attached. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio **********