Business Profile

Leasing Services

SmartPay, LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

Customer Complaints Summary

265 total complaints in the last 3 years.
49 complaints closed in the last 12 months.

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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:03/27/2024
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.
Someone stole my identity is using it online at smartpay leasing phones they are using birthday social security number and probably my name too I'm reporting Fraud
Business Response
Date: 03/28/2024
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: 04/12/2024
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,

****** *********
4/12/24 3:47PM per customer call to BBB she has heard nothing from the business regarding this matter. Please update.
Business Response
Date: 04/15/2024
To Whom It May Concern:
We want to thank *** ****** ********* for contacting SmartPay regarding ID Theft. Attached *** ********* will find the response from our Fraud Team.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454
Initial Complaint
Date:03/26/2024
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 has suspended my phone that was not purchased from them they have no rights to this phone and as such I have lost out on thousands of dollars in buissness on top of that they have damaged my company’s reputation and turned my phone in to a paper weight
Business Response
Date: 03/31/2024
To Whom It May Concern:
We want to thank Mr. ******* ******* 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 Mr. ******* does have an account with SmartPay that is past due, which would result in disconnection of service. A copy of the lease agreement has been attached. If Mr. ******* would like to bring the account current for reconnection of service he can call ************ and one of our friendly agents would be happy to assist.

Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
**** *** *****
*********** **** **********
Initial Complaint
Date:03/25/2024
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.
Today,03-26-2024, I received an iphone delivered by UPS and paid through smartpay wireless.
Have contacted three different smartpay phone numbers to no avail. They seem to require an account, which I do not have.
Chat did not work either...the option was hidden in the term "other" on a second page, and a survey or pop-up interfered.
I want to know how I am responsible for a $1000 iPhone I didn't order and how was this all possible. Please ask the company to call me.
Business Response
Date: 03/31/2024
To Whom It May Concern:
We want to thank Mr. *** ******** for contacting SmartPay regarding the order he received. We completed an investigation into the matter and advise we attempted to reach out to Mr. ******** on multiple occasions. Mr. ******** did speak with us on one occasion and explained he was working directly with TF- TotalbyVerizon to resolve the issue. We again attempted to follow up with him on Friday but were not able to make contact. The order was placed online through TF- TotalbyVerizon and they should be able to assist Mr. ******** with understanding when and how the order was placed. If Mr. ******** needs any further assistance from SmartPay he is more than welcome to contact us via the website ******************************

Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
**** *** *****
*********** **** **********
Initial Complaint
Date:03/25/2024
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.
Placed an order for 2 IPhone 12 and 2 $35 refill cards on the amount of $134.43 through SmartPay leasing for a payment plan using StraightTalk service. My money was taken out of my account but I wasn’t provided an order number, e-mail not receipt. I only received a charge to my bank account giving the only reason I know my money was taken for items they said were in stock before I placed my order and out of stock once the transaction was finished. I had to call to find out the lease purchase was started but no products were given to me for the lease to start. I just want a refund. I am no longer interested in doing business with this company due their deceit and dishonesty.
Business Response
Date: 03/28/2024
To Whom It May Concern:
We want to thank Ms. ******* ****** for contacting SmartPay regarding her order. We completed an investigation into the matter and advise the order is now canceled. An authorization hold may have been placed on funds at the time the order was initiated, but that hold would have fallen off within 3-5 business days. We see no payment on the order. We would be happy to review any documentation if Ms. ****** would like to provide a bank statement showing the payment was pulled from her account.
We sincerely apologize for any confusion regarding Ms. ******'s order.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
**** *** *****
Cincinnati, Ohio **********
Customer Answer
Date: 03/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.

Regards,

******* ******
Initial Complaint
Date:03/23/2024
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.
There is a collection item on my credit report for 711.00 from Smartpay Leasing LLC, which is not my transaction, I have never contacted this company for any reason , never purchased anything or leased anything through this company. I have tried to call the number provided by the credit reporting agency , they asked for my birthdate, last 4 digits of my SS number and my phone number, and when I enter my phone number, the teleprompter explains my phone number is not recognized with this account and would not connect me with a live person . I would appreciate any help with this matter . I have been a victim of some fraudulent accounts opened over the past few years , have been told my SS number and birthdate have been compromised. I can be reached at ###-###-####. Please advise on how to solve this problem . Thank you , ******* ***
Business Response
Date: 03/25/2024
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:03/20/2024
Type:Delivery 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 placed a order with smart pay for 2 ****** ** and was not to upset at having to pay almost double the retail cost for the phones for the fact of having bad credit and limited financing options so it is what it is however I never received my order I contacted smart pay and told them I never received my order so they made a billing adjustment and took one of the phones off my account but not the other one so I checked the tracking information and noticed on the reference number that it said there were two of the same reference numbers for the products so that led me to believe that both phones was in the same package and I called smart pay back and explained that I didn't receive any phones not 1 not 2 none and thats been a week ago and I haven't heard anything yet I hope they will adjust my billing account because I hate paying for something I never received
Business Response
Date: 03/22/2024
To Whom It May Concern:
We want to thank *** ***** ******* for contacting SmartPay regarding his lease. We completed an investigation into the matter and advise a return has been processed for both items. Refunds in the amount of, $23.19 and $23.19, were issued to the original form of payment. Please allow 7-10 business days for the refunds.
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:03/20/2024
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.
Account was opened in my name. And I don't even own an ******. Never have. Have had the same device for over 2 years and this lease was started in April of 2023. It has been added to my credit report, and keeping me from getting my apartment. And it's not even my debt. Never have I received any texts or bill for anything to do with this company I didn't even know about this until the apartment complex called me back to ask me about this debt.
Business Response
Date: 03/22/2024
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:03/19/2024
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 placed an order in February 22 and never received the order. I have contacted smart pay on numerous occasions to let them know I never received the phone and to please cancel the order. As of today it still shows that I have an active smart pay lease when I do not. I would like for smart pay to please cancel this and update their records to show that I DO NOT have an active lease.
Business Response
Date: 03/22/2024
To Whom It May Concern:
We want to thank Ms. ******* **** for contacting SmartPay regarding her lease. We understand that there is some confusion with why the lease remains open, but Ms. **** did not receive the device. We completed an investigation into the matter and advise the shipping was provided by the carrier, so the lease has been canceled.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
**** *** *****
*********** **** **********
Customer Answer
Date: 03/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.

Regards,

******* ****
Initial Complaint
Date:03/18/2024
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 purchased a ****** through smartpay. From 12/15-3/04 I paid a total amount of 759.90 of a 900 starting balance. I contacted them on 3/18/2024 to make my final payment of 141.90 to only learn my balance had grown to 701.24. When I called to inquire about how this is possible, I was put on a 30 minute hold the first with the lane magically dropping. I called back was given a run around, placing me on hold several times, and no one ever came back. This is fraud, unprofessional, and predatory.
Business Response
Date: 03/27/2024
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 at the time of the transaction, the terms and conditions of the lease to own agreement were provided to review and accept. Contained within the lease to own agreement is the payment schedule and early buyout information. While we are sorry to hear about the less than satisfactory experience *** ******* had at the ***** location, SmartPay has no control over how the retailer represented the transaction. No adjustment to the account will be made to the account.

Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
**** *** *****
*********** **** **********
Customer Answer
Date: 03/27/2024
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 is NOT the paperwork I was given, I will provide the documentation that was given to me at the store.
Regards,

********* *******
Customer Answer
Date: 04/02/2024
I will get what was given to me at the store on the day od purchase. I NEVER signed any contract, I was given a print out and that was it! I can scan what was given to me, tomorrow!
Business Response
Date: 04/15/2024
To Whom It May Concern:
We want to thank *** ********* ******* for contacting SmartPay regarding her account. We sincerely apologize for any confusion regarding *** ********* *****, but the terms were reached with the agents at the ***** location. We have no control over how the lease agreement or terms are presented to the customer, and we cannot change those terms after the fact. We suggest *** ******* contact the ***** location directly.
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.
It is my strongest opinion that, you are responsible in how they are trained and how they represent your company and the information they provide on your behalf. They provided me with false advertisement of how your company and how it works. I never received anything from your company to better explain the terms and conditions!

unexceptable!

Regards,

********* *******

Business Response
Date: 04/22/2024
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. All information is provided in the lease agreement, including the terms and payment amount. *** ******* should have been provided the lease agreement to review, and then should have received a copy through email. If she did not receive anything from the store at the time of origination she could have contacted SmartPay at anytime to request a copy. Again, we want to apologize for the interaction that took place at the retail location, but SmartPay is only the agent for leasing purposes and does not have any control over the retail locations. *** ******* did agree to the terms of the lease agreement, and because of that no adjustments to the lease will be made.

Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454
Business Response
Date: 04/30/2024
To Whom It May Concern:
Per the Lease Agreement:
9. EARLY PURCHASE OPTION (EPO): You can purchase the Property at any time. During the first 90 days, your EPO price will be Cash Price, above, less all rental payments made (not including any taxes or fees) plus tax. After that, your EPO price will be calculated as follows: Cash Price multiplied by the number of payments remaining for ownership divided by the total number of payments for ownership plus tax.
Cash Price: $1,080.00
*** ******* has paid $759.90 thus far. We would accept $320.01 to close the lease. That amount would pay the cash value, which would amount to the EPO.
All information above is contained within the Lease Agreement. A copy has again been attached.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
**** *** *****
*********** **** **********
Customer Answer
Date: 05/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. I will need this in writing so that no attempt is sent to collections and I am able to pay 160 this month and 160 next month. Which is a total of the 320.01 remaining!

Regards,

********* *******
Customer Answer
Date: 05/20/2024
On 5/1/2024 I accepted the amount that was promised, In the amount of 320.01. I have yet to receive that final bill in writing, to add when I called the number the account is STILL reflecting that i owe the company 708.00 dollars, which is NOT what they have in writing according to the complaint!
Business Response
Date: 05/29/2024
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 offer of a pay off amount of $320.01 was offered as a courtesy. A manual process will need to be completed once the pay off is completed to close the lease. At no time does SmartPay send a bill to customers, and due to the manual process it will require to close the lease this is not possible. *** ******* has our response to the BBB complaint offering the payoff of $320.01 in writing and that is all we are able to provide. We attempted to reach out to *** ******* to take the payoff and close the account so she wouldn't be required to call Customer Support. *** ******* requested no further contact. We have since added *** ********* phone number to the Do Not Contact list. The account has been notated explaining the payoff of $320.01 should be accepted, then the loan will need to manually closed.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454
Customer Answer
Date: 06/07/2024
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:03/18/2024
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 Leasing Inc made 3 unauthorized charges of $54.15 each for mobile phone service totaling $162.45 over the past year. I pay ****** ****** for phone service. Each time they made an authorized charge, I called and attempted to get the charge reversed. Smart Pay Leasing REFUSED to refund the money they incorrectly charged me, telling me I should go to ****** ****** for the refund. ****** ****** said Smart Pay Leasing was badly mistaken.
My agreed-to payments for the purchase of the phone via contract ********* was monthly payments of $11.94 each from 2/13/2023 through 7/7/2024 of $11.94 for a total of $214.92. Between 2/13/2023 and 11/7/2023, Smart Pay Leasing has charged my bank a total of $281.85.
Smart Pay Leasing has made derogatory entries into my credit file and threatened collection action against me if I do not continue to pay them $11.94/month. They refuse to take ownership of their mistakes.
Business Response
Date: 03/27/2024
To Whom It May Concern:
We want to thank *** ******* ******* for contacting SmartPay regarding payments for 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 *** ******* made 10 payments towards the lease in the amount of $11.94. He also made 3 payments for the Service Plan, in the amount of $54.15. As stated in the Lease Agreement- Automatic Airtime Purchase Agreement if the customer is not set up for ********** auto refill program SmartPay will attempt to collect the Service Plan payment. SmartPay receives information directly from ******** each day with what accounts require payment processing. Each time SmartPay took a payment for the Service Plan it was at the request of ********. Each time SmartPay received a Service Plan payment that payment is sent to ********. If the customer made a payment with ******** directly they would need to work with ******** directly for a refund because SmartPay would no longer retain the funds.
At this time, 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: 04/05/2024
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 been enrolled in auto pay with ****** ****** since before I purchased this phone and have never missed a payment. The response completely ignores the fact that they made a mistake and charged me for something I already paid for 3 times in a year. I called Smart Lease and ****** ****** multiple times and have documented each call, with names. They refuse to refund the money they charged me for something they never provided.
Their response amounts to "tough luck buddy." I am due a refund because this is Smart Lease's mistake.

Regards,

******* *******

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This business has 1 alert

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SmartPay, LLC is NOT a BBB Accredited Business.