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:03/15/2024

  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.

  On January 15th I logged into make a payment to only find that the business was temporarily closed - online payment system down- called the number and a recording prompt stated one could leave a voicemail that messages were being monitored but smart pay was closed down . They filed a collections on me worjoir ANY form of communication to me (1/23/24). One week after discovering the business has closed .

  Business Response

  Date: 03/18/2024

  To Whom It May Concern: 
  

  We want to thank Ms. ***** ***** for contacting SmartPay regarding her previous 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 our records indicate that the lease defaulted and was sold to Security Credit Services. Ms. ******* account was 2 payments behind at the time of the default. 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 Ms. ***** since the date of sale.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio ********** 

• Initial Complaint

  Date:03/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm being billed for a charge on a phone I returned back in July. They started billing me in November( 2023 (4 months later) I never used the phone I returned it the next day. I can't Contact Smart Pay because they are asking for my cell phone number. But I don't have the number anymore. Their number is *********7 When I call I can't seem to Speak to a person. Now they are threatened to send me to collections. My agreement number was *********

  Business Response

  Date: 03/19/2024

  To Whom It May Concern: 
  

  We want to thank Ms. ******** ******* for contacting SmartPay regarding her account. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise a return was processed on 3/19/2024 and a refund, in the amount of $27.44, was issued to the original form of payment.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  **** *** ***** 
  Cincinnati, Ohio ********** 

• Initial Complaint

  Date:03/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed a phone with SmartPay through ***** ***. I only spoke to ***** *** salesperson. They never spoke to me nor explained their “lease” agreement. I was deceived into thinking that I was buying a phone, not leasing it, and that my initial payment was high because it was my 1st payment. The salesperson told me the rest of the payments would be less. I didn’t realize that I was paying over $1,000 in finance fees little less did I know it was for a lease! When I went to make my second payment for the same as the first, $224.67 and they told me my balance was over $1,900, I asked why, because the phone was supposed to cost $1.300 and that means that I was going to pay almost twice the price of the phone! Then they sent me a copy of their finance agreement and that’s when I realized I had been scammed! They gave me the wrong phone, they gave me a leased phone instead of bought, and put 2 phone cases on my receipt, but only gave me one, so I have also filed a complaint against ***** ***. I realized then also that SmartPay is charging me an interest fee of over 65%, which I believe is ridiculous and a robbery. Their business practices are dangerous and criminal, scamming people like that taking advantage of their inability to speak English. I’m filing these complaints with the help of an experienced interpreter, which I have to pay out of my pocket because I would never be able to do this on my own. I have been wronged and they should refund me my money back and even pay for the expenses I have incurred trying to get them to make them do the responsible thing, give me a refund.

  Business Response

  Date: 03/11/2024

  To Whom It May Concern: 
  

  We want to thank *** ******** *** ***** ****** ****** for contacting SmartPay regarding her account. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise as a courtesy a refund in the amount of $449.34 has been issued to the original form of payment. All returns have been processed and the lease has been closed.

  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:03/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone at ***** *** * Autorized Dealer **** * ******* **** ******** ** ***** - I paid $209 on what I believed to be taxes and fees on a phone that I thought I owned out right. The associate instead signed me up for a lease with this third party lease. I never signed any contract. this document they emailed me has NO SIGNATURE. To make matters worse, the ***** *** store has since fired their staff for fraudulent behavior and the store is known via reviews on ****** for fraud.

  Business Response

  Date: 03/13/2024

  To Whom It May Concern: 
  

  We want to thank *** ******* ******** for contacting SmartPay regarding his account. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise we have closed the lease. A refund of $154.90 has been issued back to his original form of payment.
  

  We're sorry to hear about his less-than-satisfactory experience.

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

  Business Response

  Date: 03/18/2024

  To Whom It May Concern: 
  

  The refund amount of $154.90 is the full amount of payments *** ******** made to SmartPay. We are unable to refund anything beyond the payments made to SmartPay directly. If *** ******** made payments to ***** he would need to contact them directly to request a refund. A copy of the payment history with SmartPay has been attached.

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

• Initial Complaint

  Date:03/08/2024

  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 wanted to report fraudulent charges being withdrawn from my bank account. There have been a total four payments of $13.38 withdrawn on 12/10/23, 01/05/24, 02/04/24, and 03/05/24. I can’t even contact this company. Chat doesn’t connect at all. Both customer service phone numbers prompt me to enter my birthdate and last 4 digits of my social security number, then tells me they cannot find my account that’s the end of the call. I don’t not have an account because I have never done business with this company.

  Business Response

  Date: 03/14/2024

  To Whom It May Concern: 
  

  We want to thank *** ********* ***** for contacting SmartPay regarding fraud. We completed an investigation into the matter and advise *** ***** spoke with a SmartPay agent about this matter. A case was opened with our Fraud Team to investigate further. The fraud analyst assigned to the case will reach out to *** ***** to discuss the details of the investigation. *** *****' case number is **************.

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

  Customer Answer

  Date: 03/14/2024

  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 at this point. The representative that I spoke with opened a claim with their fraud department, and since they have 15-30 days to respond to that, I cannot yet say if I am satisfied with the outcome. I was given an email address to use to check on the status if I do not hear from them within the stated timeframe. 
  
  
  
  Regards,
  
  
  
  ********* *****
  

• Initial Complaint

  Date:03/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a new bank account through ****** ***** and when I am trying to add my debit card, it will not let me because it says that my card is invalid or does not have funds available. I know that I have funds available and I can make other successful transactions with other merchants with the same debit card. I just don’t know why Smart pay won’t accept my debit card, when it is perfectly valid and I am able to make transactions elsewhere. I don’t have money in my other accounts and it is very inconvenient to try to switch money in between them as none of my banks have a physical location and do not connect to each other elsewhere. I haven’t had service in two whole days because of an error in your processing system. This is unacceptable and if it is not fixed quickly, I am going to be very upset and write as many negative reviews as I possibly can. Cell phone service is a luxury anymore, it’s a necessity.

  Business Response

  Date: 03/08/2024

  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 Prepaid cards are accepted for one time payments, but cannot be saved for recurring payments. In order to use a Prepaid card *** ****** would need to call into Customer Support each month and make her payment.
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:03/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is the worse. Why can't you just call in and pay your bill like every other business. Then they turn your phone off and it takes 10 hours and someone in India to get it restored. I've added two cards to my account and it keeps saying the funds aren't in the account when I have plenty of funds to cover my bill. I've added multiple payments cards with money and I still can't pay

  Business Response

  Date: 03/08/2024

  To Whom It May Concern: 

  We want to thank *** ***** ****** for contacting SmartPay regarding her lease. 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 accepts multiple forms of payment. Initially when the lease is created the debit card used to create the account is set up as the primary payment method. The primary payment is used to withdraw automatic payments on the customer's due date. The primary method of payment cannot be a prepaid card, and this often causes issues. A prepaid card can be used to make payments on the account but the customer would need to call in each time the payment is due to process a one time payment. The customer can also request a one time cash payment code to use with participating retailers to make a cash payment. 

  A review of the payment history of *** ******** account shows we attempted payments but received  an unspecified declined. Unfortunately, we cannot force payments through our card processing service. If we receive a decline we will try again the next day unless the payment is made previous to the retry. We suggest checking your cards on file to verify if they are considered prepaid (some online bank debit cards are considered prepaid). We also suggest verifying all information such as personal information for the cards on file match what SmartPay has listed on the account. 

  If *** ****** would like to review any cards she can contact Customer Support at ###-###-#### and one of our friendly agents will be able to assist her.

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

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a phone with StraightTalk wireless last month (1/26/2024). I thought the payment for the phone went to my monthly cell phone bill. I was incorrect. Its paid through SmartPay. Because of this SmartPay attempted to deduct the payment from my account 2/26/2024. Becuase I thought it was coming out of my monthly cell phone bill, I didn't put the money into my account linked to my debit card and the payment declined. The phone I leased was turned off because of this. 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 verifying my account. I dont know what details they have on file. All I am trying to do is pay $28.04 to get my wife's cell phone back on and 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 and I also know my wife's birthday and SSN. So I don't know what details are on file.
  
  My wife's phone has been shut off for 5 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 $28.04.
  
  My wife has a work from home business and not having her cell phone is directly impacting this business. I need a human being to contact me to get this resolved. I wouldn't even be making this complaint if I could get a person on the phone. Some please call me.

  Business Response

  Date: 03/07/2024

  To Whom It May Concern: 
  

  We want to thank Mr. **** ******** for contacting SmartPay. Unfortunately, we are unable to assist him at this time. Our records indicate that he is not a current customer or an authorized party, so we are unable to speak with him regarding an account. To correct inaccurate account information with SmartPay the customer would need to provide a copy of his/ her driver's license. The image of the driver's license can be sent to *******************************.

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

• Initial Complaint

  Date:02/24/2024

  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.

  The collections was filed June 14 2022 by Smartpay Leasing LLC. I have been trying to get this resolved since and I cannot get a response from any agency. I have never heard of this company and I certainly have never used their services. They claim is for $110. It's messing up my credit and I desperately want this fixed. I am unable to contact the business through telephone since they require you to enter the phone number linked to the account (they are a cell phone leasing company from what I undertstand) but since I have never used this companies services for any reason whatsoever I am unable to get past the phone prompt.

  Business Response

  Date: 02/26/2024

  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 

  Customer Answer

  Date: 02/27/2024

  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:02/15/2024

  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.

  Date of Transaction - 11/17/2023
  
  I need a new phone and received a text that I can arrange a payment plan to get one. The text said the monthly payments would be $18 per month with a service called SmartPay when I went into Metro PCS located at *** ****** ** ********* CA 95687 to sign up the employees who dealt with the process claimed they didn't offer the $18 per month plan and that I would have to pay $46.61 for 10 months totaling $461.10 which was double the cost of the phone and accessories. I was never informed the lease option caused you to pay double the cost of the phone + accessories nor was I informed the would be a lot of interest.
  
  I made a total of 5 monthly payments of the 46.61 and a final payment to end the lease of $103.91. They need to train their employees on how to properly d do the SmartPay so the customer gets what's advertised instead of making the customer think they're able to get a new phone at an affordable rate only to charge them double the actual cost of the phone.
  
  Also, they never provided me with any form of documents in regards to what they signed me up for which I feel is highly unethical since I'm signing up for something that comes with payments and interest regardless of the amount. They said I should receive documents in my email which never came as they misspelled my email address which I didn't notice until trying to login to the SmartPay website. They should've verified everything was correct as well as the signed me up for the advertised plan I came in for.
  
  To me this is false advertisement and shouldn't be allowed.

  Business Response

  Date: 02/20/2024

  To Whom It May Concern: 
  

  We want to thank Ms. ***** **** for contacting SmartPay regarding the lease terms. We understand that there is some confusion about the terms and conditions of her agreement; however, at the time of the transaction, the terms and conditions of the lease to own agreement were provided to Ms. **** for review and acceptance. While we're sorry to hear about her less-than-satisfactory experience with MetroPCS, SmartPay has no control over how the retailer represented the transaction. We have included a copy of the lease agreement for Ms. ****'s review. 

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

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

  Customer Answer

  Date: 02/24/2024

  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.

   

  I was never provided with paperwork explaining what exactly I was signed up for. They advertise as getting a phone for $18 per month not in the form of a lease. Upon setting up my account with said business is how I discovered what I was setup with. I ended up using a lot of my funds to pay the phone off early instead of being forced to pay double which is what I was signed up for when I came in and explicitly said I wanted the option of monthly installments of $18 per month as that was the text message I received before signing up as well as what is advertised with Metro PCS. No where was there an advertisement for paying double the cost of the device & supplies. They couldn't provide me with paperwork as they claimed their printer didn't work so I couldn't verify anything until it was too late.

   

  I feel it is wrong that they advertise for $18 a month but then swindle people into a much higher contract when I'm sure most people who have their service are low income and can't afford much like me.
  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 03/05/2024

  To Whom It May Concern: 
  

  We want to again thank Ms. ***** **** for contacting SmartPay regarding her experiences with Metro. As we previously explained with have no control over how they represent transactions to customers. We suggest Ms. **** reach out to Metro directly or file a complaint against them directly, as SmartPay is the leasing agent, and have no control over Metro's marketing.

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