ComplaintsforSmartPay, LLC

Leasing Services

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate a pattern of complaints concerning billing and collections issues and contract issues, specifically the following issues:

-Customers experiencing confusion regarding their service plan. Customers allege being provided with information that the service plan was included in the lease of their phone, but later finding that payments on the lease pertained only to the phone itself.

-Customers experiencing confusion regarding their contracts. Customers allege being provided with information about the payments required to pay off their phones, but later finding they owed more than indicated.

-Customers being inconsistently charged for payments on their accounts.

-Difficulties obtaining cell phone repairs.

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Initial Complaint
04/29/2024
Complaint Type:
Billing Issues
Status:
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.
First, I tried on a few ocassions to pay my bill early. Wasn't able to do that. Then they have repeatedly tried to debit my account. I asked them not to do that. Of course I got no response. I then told them not to keep attempting to debit my accounts. Because when there was insufficient, I informed smartpay that I would pay as soon as my check dropped. They still insist on attempting to debit my accounts daily. Now, they are even attempting to debit a card that was stolen.All after I sent correspondence and answered their correspondence, telling them that they did not have permission to automatically debit anymore. Of course, no response. They do not answer if you call. They do not respond to emails or chats. They send emails saying the payment didn't go through, but won't answer emails. The first couple of times I had a problem I didn't get any notice of an upcoming payment or that one hadn't gone through. They just cut my phone off with no warning or notice. Had no idea what happened, I thought the service was out. Took 2 days to find out what the problem was. On 4-25-24 they began attempting to debit my account for service plan , not the lease payment. Thing is service didnt need refilled until 4-28-24. They have never done this before. The customer service isn't horrible, it's non existent. I have spent countless hours trying to deal with their lousy service, inaccurate billing and never get any contact.
Business response
05/07/2024
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 we would like to respond to each of Mr. ****** concerns. First, we would like to apologize that Mr. ****** feels we haven't been responsive to his contact. Many emails concerning account updates such as payment due date reminders and debit card expirations are automated and when customer's contact via email and chat there are times where the agent responding cannot fully assist the customer via email and chat. These result in responses redirecting the customer to call Customer Support.
Per Mr. ****** request to revoke permission to automatically withdraw payments that has been completed. There are 3 remaining payments due on 05/30/2024, 06/29/2024, 07/29/2024. Mr. ****** will need to call into Customer Support to make those payments. At this time, the only payments that can be made through the website are past due payments.
Service connectivity is determined by Mr. ****** service provider not SmartPay. If the service plan is not set up on auto refill SmartPay will attempt the service plan payment for the service provider. If the attempts are unsuccessful or the customer has revoked permission to attempt payments the service may be disconnected for nonpayment. Once the service plan payment is made service is normally reconnected within 1 hour.
We believe we have resolved all Mr. ****** concerns, but if he has any other questions or concerns please reach out to Customer Support at ************ and one of our friendly agents will be able to assist.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
**** *** *****
Cincinnati, Ohio **********
Initial Complaint
04/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
April 19th, I used smartpay approval to try to get another phone since the one I had for years broke. I was very skeptical but tried anyways because I was desperate and needed a phone now since I have kids at school and daycare. After choosing a phone and submitted card info, I processed payment. Soon as the payment went through I received an error, no confirmation email...only way I could tell was by looking at my bank statement that my money was removed for this purchase. After calling smartpay customer service I was informed that I had to wait 1-3 business days for the order to process. I was told I had to call today 4/24 if no update about order was sent. Well here we are today and I was told the order has been cancelled but there is no timeline on when the cancellation will move through their system. SO now I have to wait once more not on my bank but for this scam of a company to decided when they will processes my cancellation. I should have read all these reviews here from the jump. I should not have to wait longer. I know I can report to my bank, however thats along process that I should not have to do. DONOT give this company your business they seriously need to be investigated into .
Business response
04/30/2024
To Whom It May Concern:
We want to thank Ms. ***** ******* for contacting SmartPay regarding her order. 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 lease has been canceled. When the lease was created SmartPay puts an authorization hold on the funds from the customer's bank account. That authorization hold normally falls off within 3-5 business days. If Ms. Nunsuch still sees the payment on her account we ask that she send her bank statement to SmartPay for review. The email address she can send it to is [email protected] for review. The payment would need to be processed, and not showing as pending.
We sincerely apologize for any confusion regarding Ms. Nunsuch's lease with us.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454
Business response
04/30/2024
To Whom It May Concern:
We want to thank Ms. ***** ******* for contacting SmartPay regarding her order. 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 lease has been canceled. When the lease was created SmartPay puts an authorization hold on the funds from the customer's bank account. That authorization hold normally falls off within 3-5 business days. If Ms. Nunsuch still sees the payment on her account we ask that she send her bank statement to SmartPay for review. The email address she can send it to is [email protected] for review. The payment would need to be processed, and not showing as pending.
We sincerely apologize for any confusion regarding Ms. ********* lease with us.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
**** *** ***** Cincinnati, Ohio **********
Business response
05/02/2024
To Whom It May Concern:
We want to thank Ms. ***** ******* for contacting SmartPay regarding her account. As previously stated, SmartPay placed an authorization hold on the funds on 4/19/2024 and that hold was released on 4/25/2024. If Ms. ********* bank statement shows otherwise we would be more than happy to investigate further.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
**** *** *****
Cincinnati, Ohio **********
Business response
05/02/2024
To Whom It May Concern:
We want to thank Ms. ***** ******* for contacting SmartPay regarding her account. As previously stated, SmartPay placed an authorization hold on the funds on 4/19/2024 and that hold was released on 4/25/2024. If Ms. Nunsuch's bank statement shows otherwise we would be more than happy to investigate further.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454
Customer response
05/03/2024
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.
-Email sent with no response. Dont even have to replay I have disputed with my bank.

Regards,

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

Customer response
05/03/2024
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.
-Email sent with no response. Dont even have to replay I have disputed with my bank.

Regards,

***** *******
Initial Complaint
04/18/2024
Complaint Type:
Billing Issues
Status:
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.
I went to ***** *** By * ****** to purchase an I phone ***** *** system went down so I never received the I phone attached shows I reached out to *** and the attachment said I would get a refund in a few days. I never received the refund and Smart Pay placed me in collections and placed this on my credit report I have reached out to Smart Pay several times with no results I would like a refund for $52.07 and removed from my credit report as for I never received the phone Thank You ******** *****
Customer response
04/18/2024
This is all I have there were no $ amounts listed
Business response
04/22/2024
To Whom It May Concern:
We want to thank *** ******** ***** for contacting SmartPay regarding her lease. We completed an investigation into the matter and advise the lease was canceled on 8/01/2023. At the time, there was a pending payment dispute on the account, which stopped the refund being processed. A review of all communication with *** ***** revealed she requested a check be issued for the refund. That request has ben submitted. A check in the amount of $52.09 will be mailed to the address provided in the complaint. Please allow 7-14 business days for the check to arrive.
We sincerely apologize for any confusion and frustration regarding *** ***** lease with us.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454
Initial Complaint
04/15/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I signed a lease agreement with them in 2017 to purchase a new phone. The first payment to initiate the agreement was 87$. 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
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
04/15/2024
Complaint Type:
Billing Issues
Status:
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.
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
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
04/14/2024
Complaint Type:
Billing Issues
Status:
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.
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
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
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
04/09/2024
Complaint Type:
Billing Issues
Status:
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.
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
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
04/06/2024
Complaint Type:
Billing Issues
Status:
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.
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
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 response
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
04/05/2024
Complaint Type:
Billing Issues
Status:
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.
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
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
04/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
**** *** *****
*********** **** **********

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