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
04/03/2024
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
**** *** *****
*********** **** **********
Initial Complaint
03/31/2024
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 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
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 response
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
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 response
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
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 response
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
03/28/2024
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.
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
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 response
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
03/28/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 **********
Initial Complaint
03/27/2024
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.
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
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 response
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
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
03/26/2024
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.
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
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
03/25/2024
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.
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
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
03/25/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
03/23/2024
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.
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
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
03/20/2024
Complaint Type:
Delivery 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 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
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

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