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:04/15/2024

  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 signed a lease agreement with them in 2017 to purchase a new phone. The first payment to initiate the agreement was 87$. So the phone had to be signed for when it was delivered, but all three times they went to deliver the phone I wasn’t home, so the phone was sent back to the sender and even signed for by someone who clearly did not put there real name. So the phone just disappeared. I attempted to contact them it was really difficult, finally I reached someone and they ended my lease because the phone was sent back and even refunded me that initial payment. I got that email on 8/31/18. then I learned they put me in collections. The collection agency was terrible and came after my family and I have been dealing with this for years. It’s been on my credit, I’ve been threatened to be taken to court. Twice for something I never received and was unable to appropriately contact the company for support. They said they ended my agreement but then turned around and put me in collections. So now I’m paying almost 1300 for a mistake on their end but not to mention all the trouble this has caused me.

  Business Response

  Date: 05/02/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ***** for contacting SmartPay. 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 was canceled and a refund was issued in 2018. Unfortunately, at that time the lease had already been sold to ****** **** ********. SmartPay does not report to the credit bureaus, so anything that may be reported would be from any company who purchased that debt once it was sold. ****** **** ******** has since ceased doing business, so we are unable to repurchase the lease. We suggest *** ***** file a dispute with the credit bureaus about the items on her credit report. We have attached a letter explaining the lease was sold in error, and nothing should be included on her report. 

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

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

• Initial Complaint

  Date:04/15/2024

  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 is harassing me by sending me past-due emails and threats to send me to collections. I have NEVER heard of this company until they started harassing me about payments to receive a phone. I have another phone provider and my phone is paid in full and purchased from Best Buy over a year ago.
  Please have them remove anything regarding this fraudulent claim against me.

  Business Response

  Date: 04/17/2024

  To Whom It May Concern: 
  

  We want to thank Ms. Erica Dukes 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. Dukes to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with Ms. Dukes 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:04/14/2024

  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 have never had a account of this nature in this amount anywhere I do not lease anything I own my cars and that is it I don't know where this charge came from and I want it off my credit report

  Business Response

  Date: 04/17/2024

  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 his/her credit file associated with the matter. 

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

  Business Response

  Date: 04/17/2024

  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/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:04/09/2024

  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 don't owe this company or anyone else anything, but it's on my credit report as "derogatory". I don't know who this company is; they haven't mailed me, left a message or anything.
  
  As far as I'm concerned, this is a SCAM. I want my good credit back!

  Business Response

  Date: 04/15/2024

  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:04/06/2024

  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 never bought anything from this business and yet they have put a debt on my credit. They are saying I owe them 208 dollars. I’ve never even heard of this company. The phone I have is through *******. I can not get through to a representative without giving my date of birth and last 4 of my social.

  Business Response

  Date: 04/15/2024

  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 

  Customer Answer

  Date: 04/17/2024

  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.

   

  they claim that I used my id to verify my identity to lease a phone. However they will not show me the picture of my id that they say I sent them unless I get a subpoena. I also attached a photo showing that 3 days after they claim I leased a phone through them is when I got my ******* phone that ******* confirmed is in good standing. I did not lease a phone 3 days before getting one from *******. 
  
  
  Regards,
  
  
  
  ******* ******
  
  

• Initial Complaint

  Date:04/05/2024

  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 was on my credit report. dates are wrong &they keep restarting acct. This has me beyond my boiling pt. these people don’t care they are ruining our future & they owe me my money. they never tried resolves ppe issue and customer service was always a runaround. 09.24.19 my birthday & it was near the P.O. SmartPay Leasing customer service reps told me to return the package so I did.I had to return a package w/original tracking USPS on the box so USPS just sent it back return to sender. I called so many times and finally they received the package in their warehouse. I had to make a payment 2get the phone shipped. it wasn’t the phone I wanted. When I called the same hour I played the order the customer service said they couldn’t stop the shipping because it was in a different location. This was a worst service for not getting any service at all. totally inconvenient and made no sense with all the technology we have these days. I was told to just return to sender and yes it took some time because the USPS isn’t getting paid again to return the package to its original sender so they sat on it for awhile . All the times I called they always asked for the tracking and inalesysnhade it. But the original purchase was almost 5 years ago and money refunded me my money I did pay towards the payments and these people made it extremely difficult and caused lots of stress on my mind and body. They sold the so called debt2 times.reporting as if it’s fairly new and that’s too isn’t fair. They owe me all my money I paid them.I returned cuz their system changed the phone I wasknow to it wasn’t the phone I tried ordering minutes ago 2 hours b4 there was a glitch on the website 4 hello.com but it was leasing. The customer service people jand I saw it on my credit report $400.00. That’s outrageous and dirty of these people to treat me like trash.5 years. I tried talkn 2comp. they said they sold the debt.Those peeps said they sold. Talkn2a debt collector they don’t care.

  Business Response

  Date: 04/16/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ****** for contacting SmartPay regarding items reported on her credit report. We understand that there is some confusion with the terms and conditions of her lease. 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 

• Initial Complaint

  Date:04/03/2024

  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.

  On their website it plainly states that when you have a smart pay lease it has insurance but it only covers damages. Not loss or theft. My phone is damaged. Almost unusable. I called customer service and they say I don’t have insurance. I’ve been under the impression I had insurance the whole time. This is my second phone through smart pay. I’ve always kept my payments up to date to the best of my ability and now when I need help I can’t even get a reply. When I call they say to email CS for return instructions but no one will answer. And now they’ve taken another payment. I will be happy if they simply email me back and tell me about the insurance or give me return instructions.

  Business Response

  Date: 04/22/2024

  To Whom It May Concern: 
  

  We want to thank Ms. Kimberly Oliver for contacting SmartPay regarding 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 SmartPay attempted to contact Ms. ****** to request a screenshot of the information she referenced in the complaint but we received no response. As previously communicated Ms. ****** has no insurance through SmartPay. She would need to contact StraightTalk directly about the device. The manufacturer may also be able to assist Ms. ******* 

  If Ms. ****** would like to return the device she will need to contact Customer Support. One of our agents will explain the return process and provide a return label.

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

• Initial Complaint

  Date:03/31/2024

  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.

  On February, I made a purchase for an ****** ** through smart pay at ***** store ‘********’. After being in the store all day I finally got the phone which totaled out to be $1400 if I pay within 90 days. However he did not tell me that the extra items he gave to me were added to that smartpay lease. He said it was a bundle deal and was free. He also never asked if I wanted the said bundle deal. Which I only found out after I tried to return my phone to smartpay because he said I couldn’t return it to the store even though it was within the 14 days. I also found out from smart pay that I was being charged for 29 items when I only actually received nine items which were: the ****** **, 1 speaker, 2 phone cases, 1 screen protector, 2 wall chargers, 2 ear buds, and a speaker clip. I was charged for 4 speakers which is $80 EACH. And all of this was done by the MANAGER of the store. This is ridiculous and I want this corrected. I just wanted to return the phone so I could get a newer one full cash. I have talked to smart pay and very little is being done.

  Business Response

  Date: 04/15/2024

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding her lease. We understand that there is some confusion about the terms and conditions of *** ******** agreement; however, at the time of the transaction, the terms and conditions of the lease to own agreement should have been provided to her for review and acceptance. While we're sorry to hear about *** ******** less-than-satisfactory experience with ********, SmartPay has no control over how the retailer represented the transaction. If *** ****** would like to return items from the lease she is more than welcome to contact Customer Support by calling ###-###-#### and one of our friendly agents will be able 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 

  Customer Answer

  Date: 04/15/2024

  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 will be returning the items like you said I could however I understand that SmartPay has no control over how the transaction was presented. But it’s still true that I don’t not have all the items on the lease because i didn’t receive. So will I still be charge for those items. Also I have been trying to return the items back in February but due to the fact that talk said you were investigating and that I should wait, two payments for this phone have gone by. I also contacted again on just returning the items that I have a couple weeks ago and was told that my request would be added to the case. So I don’t feel that I should have to pay the two payments of $241 that totals 482.22 that I’ve been charged since I only keep the things because I was told to wait until the investigation was over.
  Regards,
  
  
  
  ****** ******
  

  Business Response

  Date: 04/22/2024

  To Whom It May Concern: 

  We want to thank *** ****** ****** for contacting SmartPay regarding her lease. We completed multiple investigations into the matter and advise *** ****** was not able to provide any documentation to confirm her claim. According to *** ****** she didn't receive any paperwork (receipt or lease agreement) from the retail location. She requested nothing before leaving the store. We were able to request a copy of the invoice from *** ******** lease, which does match the lease agreement and includes all items. Since documentation was provided by the ***** location she visited, and *** ****** is unable to provide any documentation we will be leaving the lease in place. We have attached the lease agreement and invoice provided by the retail location.

  If *** ****** would like to return items she will need to contact Customer Support and an agent will explain the return process and provide a return label.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

  Customer Answer

  Date: 04/22/2024

  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.
  
  How can I provide documentation for not receiving something when the store claims that I have and put it on my receipt on sent to SmartPay. I only came in for my iPhone and only took the few things offered because he said it was included. Why would I need 7 speakers and 12 wall chargers. If you check the cameras you would see I didn’t get all those items. I returned what I did have which were in the video and it was delivered 4/16. However I will not be making any further payments except the initial I already paid.
  Regards,
  
  
  
  ****** ******
  

  Business Response

  Date: 04/30/2024

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding her lease. We understand that there is some confusion about SmartPay. We are the lease provider and do not have control over anything that happens within a ***** retail location or access to camera footage. Based on documents provided by the ***** retail location and the information entered to create the lease all information matches and is accurate. *** ****** has no documentation to provide to refute what has been provided by *****, so we are unable to make any adjustments to the lease. 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: 04/30/2024

  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.
  Well either way I’m not paying for something I didn’t receive. I sent back the items I actually received (2 phone cases, 1 speaker clip, 1 speaker, an ****** **, 2 wall chargers, 2 pairs of ear buds, and a screen protector) in the video on 4/14 and it was delivered 4/17 and signed for. I still haven’t heard anything about them receiving it. Which  I’m not trying to have another payment I’m liable for since y’all say that if another payment date comes and y’all haven’t got it, I still have to pay. Which I don’t plan on paying anyway.
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:03/28/2024

  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.

  Have a phone through StraightTalk, paid my bill, 2 weeks later. Phone doesn’t work. For over a week trying to get help and Straighttalk says SmartPay has my phone restricted and they won’t tell my why because the “most recently dialed numbers I gave them are wrong “ They are not!! Send me back to StraightTalk who sends me back to SmartPay over & over. Still with no phone!!! Why is my phone restricted????????? Seems like a SCAM!!!!!!

  Business Response

  Date: 04/15/2024

  To Whom It May Concern: 
  

  We want to thank Ms. ****** ********* for contacting SmartPay regarding her device. We completed an investigation into the matter and advise we can find no accounts matching the information Ms. ********* has provided. She is more than welcome to contact Customer Support to provide more information and we can continue to search for an account, but at this time we are unable to assist. Please contact Customer Support by calling ************ and one of our friendly agents will be able to assist Ms. *********.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  *********** **** ********** 

  Customer Answer

  Date: 04/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** *********
  

• Initial Complaint

  Date:03/28/2024

  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 applied for a loan back in January 2021 with SmartPay at Metro PCs in Quincy Illinois, I did not like the phone that they have and i cancelled the transaction. I’ve been talking back and forth with SmartPay and Metro PcS without any resolution. SmartPay sent me to collection and requested that I pay the loan for something I never purchased. I would like for them to clear my credit.

  Business Response

  Date: 04/16/2024

  To Whom It May Concern: 
  

  We want to thank Ms. Marie L****** 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 a lease was created and then sold to Security Credit Services. We have no record of a cancelation of the lease. Ms. L****** would need to work with the store directly since the transactions happened within a retail location.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio **********