ComplaintsforSmartPay, LLC
Current Alerts For This Business
-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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
The product was never sold to me. ******* couldn't get it to go through. Smart pay has messed with my credit for a product I never receivedBusiness response
11/10/2021
Good Morning,
We sincerely apologize for any inconvenience this may have caused, a refund check is being sent to the customer.
Thank You!
Initial Complaint
11/04/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My debit was stolen and I needed to update my information on Smartpay's website so that I could continue making lease payments. However I was unable to log in to my account with them and I sent many emails asking for help and received no response. Today they cancelled my phone service even though I started sending emails to them earlier this week.Business response
11/05/2021
Thank you for your message. We apologize for any inconvenience. Upon receipt of your complaint, SmartPay's customer service department reached out to you via email with instructions on how to resolve this matter. If you need assistance with the instructions provided, please contact our Customer Service Department at ###-###-####. Our call center is open Monday - Saturday 7am-7pm PST; Sunday 7am-5pm PST. Thanks for your cooperation in resolving this matter.Initial Complaint
11/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've used smart pay a number of times and never had any problems until this year. Per the contract you must have an active service through straightalk while making payments on the phone. I was advised by straight talk that as long as one of my lines had service on one of my lines it counts towards my active service per the contract. Smart pay randomly charged me for service in September of 2021 which also happened to be the same time I sent my phone in for a replacement. It took TWO months to receive a replacement and during this time smart pay charged me for service on a phone I didn't have in my possession, even though my other line had service on it. Why would I pay for service on a phone that's not in my possession after paying $150 "replacment" fee, for a phone that took me two and a half months to get. When I called them to correct this they advised me to cancel the charge with my credit card company, only to rebutte and day I received a service I didn't receive. Smart pay has been unwilling to fix this and admitted on the phone their system made an error and thought I didn't have active service that month so they charged me and they refuse to refund me.Business response
11/02/2021
Hello,
We sincerely apologize for any inconvenience this may have caused. As a courtesy a refund has been issued back for the amount of $60.34, which would be the service plan payment processed in September. Please feel free to reach out if there are any questions and or concerns, Customer Service: ###-###-####.
Thank You!
Initial Complaint
10/20/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a phone from my local ******** store. They opened up an account with Smart Pay Lease. The manager who sold me the phone was very pushy, and said to his employee he was pushing these phones. When I got the phone home for my daughter she said she didn't like it. It was never opened or used. The local store gave me a song and dance about returning it, he didn't want to take it back. So I called Smart Pay lease, they said they would take it back. I sent it back. They REFUSE to refund my money. I made two payments. **** ******** *** *** ****** **** * ***** ** ***** ** ****** ********* ****** *** *** **** ******** ************** ****** *********** ** ****** ********** ******Business response
10/28/2021
Thank you for your message. Upon receipt of your complaint, we reviewed your account. Based on our investigation, we confirmed that your return was processed on 10/22/2021. In addition, we confirmed that SmartPay issued you a refund in the amount of $85.91 on 10/20/2021.
It is our understanding this issue has been resolved. Thank you for your cooperation.
Customer response
11/02/2021
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,
******** ******
Company refunded me. Thank you.
Initial Complaint
09/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Sept 20 2021 at 335 a.m. I placed an order for a iphone11 with straight talks quality 1 and a 3 in 1 sim kit I was provided with order I'd ******* from email address ******************************************.Tracking number ************.The first payment of 86.00 came out my account instantly.This included 9.999 for expedited shipping.However since placing the order it has been stuck on sent to FedEx every since.Each time I call straight talk they either say they can't find order or if they do the order always consist of things I didn't order and I'm told to call smart pay.Smart pay sees order but states there's nothing they can do.They expect me to pay for lease I haven't received.I have reached out to everyone several times and keep getting run around.I called smart pay and asked for a refund and lease be dismissed but agent kept sticking to script and was extremely rude I want my phone or my money back.Customer response
10/05/2021
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. The phone has been delivered but I would never purchase another item with this company.
Regards,
****** ******
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Customer Complaints Summary
317 total complaints in the last 3 years.
101 complaints closed in the last 12 months.