Complaints
Customer Complaints Summary
- 24 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/01/2025
Type: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 am writing to express my serious dissatisfaction with the handling of my recent payments through SmartPay. I enrolled in this service specifically to ensure timely payments on my auto loan, as guaranteed under the terms of the agreement I signed.Despite withdrawing funds from my account, ******************** failed to properly forward the payments to my auto loan servicer. As a result, my loan payment is now past due, and I am being forced to make an additional payment of $632.56 out of pocket to prevent damage to my credit. This is an egregious failure on the part of your company and entirely defeats the purpose of using your servicewhich is to ensure reliable, timely payments and avoid exactly this type of financial harm.This situation is unacceptable. I am formally requesting the immediate return of all funds previously withdrawn by SmartPay so that I may make direct payment to my auto loan servicer without further delay. I expect prompt resolution and a full accounting of how this occurred.
Business Response
Date: 07/15/2025
See attachment.Initial Complaint
Date:06/18/2025
Type: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.
SmartPay is taking my money to make my car payments. The pay off on my car is $115.78. Smart pay just took $321.68 from my checking account. My car is financed with *********. I got the payoff from their web site $115.78. Smart Pay said I'm not on their file. My wife was the ******** am the co ****. My wife passed away on July 31 2023. The statements I receive from ********************** come in my name. My phone number is **************Business Response
Date: 06/26/2025
See attached.
Thank you,
******* ******Customer Answer
Date: 06/26/2025
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,
****** Tokish Thank You. After filing this complaint they were willing to talk to me. This was setup in my Wifes name, so they refused to talk to me. But after I filed the complaint, they were more than willing to talk to me. It has been settled. They returned the last withdrawal. Then I was able to pay my car off for one third of the money they took out.Initial Complaint
Date:06/04/2025
Type: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 has just about destroyed our credit after almost 30 different calls for help. They do not pay our auto loans on time. They do not call us if debits fail for whatever reason. I have 10 trucks and they all have late payments each month. Some of them go past 30 days late and we have no idea when this happens without individually calling all 10 different banking institutions. They charge us the auto payment and then the bank never receives the payment.Business Response
Date: 06/04/2025
Please see attached.Initial Complaint
Date:03/19/2025
Type: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.
So I got a car for ****** primer beginning of January! In the mail came my loan options and there was a option with a card to get smart pay and instead of paying 421 one time every month smart pay had the option separately from the loan creditor ********* to pay 107 every Friday ! Which I signed up for separately from my original loan. Well the company I can not get ahold of to cancel my account with them ! They havent contacted me back to link the loan to the smart pay nor are answering my calls but tried to take money out of my account which STILL isnt linked to my original loaner so I looked up the guy who signed my contract he is no longer working there as of 2016! Its 2025. They are never openCustomer Answer
Date: 03/31/2025
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,
Isheanna ******Initial Complaint
Date:01/27/2025
Type: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 signed up for SmartPay through Modern ***** (*********, **) to auto pay my car loan. They have been withdrawing money from my account. However, they are not making the payment on time. I tried to resolve this issue at the beginning of January. They claimed they mailed out the check however, ***** has yet to receive payment. I am now past due, it will affect my credit now, and I am out the $530 this month to make the payment. Please help me just get the money back so I can make the payment on time.Business Response
Date: 01/29/2025
Please see attached response.
Thank you,
******* ******General Counsel
Initial Complaint
Date:10/28/2024
Type: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 was a product required for a certain automotive loan. I no longer utilize this loan nor do I utilize this service. But after numerous request to close out the account which does have monthly statement records and information that should not be available to the public my account still remains active. This is a larger information security risk.Business Response
Date: 11/12/2024
Please see attached response.Customer Answer
Date: 11/12/2024
Complaint: 22482866
I am rejecting this response because:
While I appreciate the removal of files. The account itself still poses a risk. There will be logs/backups of the data on your databases. I think the entire account should be deleted.
Regards,
******* *****Business Response
Date: 12/16/2024
Please see attached response.Initial Complaint
Date:09/03/2024
Type: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've tried calling, chatting and email, i paid my phone and it was cut off, so i need them to contact meBusiness Response
Date: 09/03/2024
BBB Representative,
This complaint was filed against the wrong company. We are SMARTPAY, LLC, a consumer bill payment service based in ******, *****. *********************** is not a customer of **********************. Upon information and belief, *********************** is attempting to file a complaint against Smart Pay Leasing, a cell phone company based in ***** *********** has mistakenly received past complaints regarding the collection practices of Smart Pay Leasing with its customers. Here is the ******************** contact information for Smart Pay Leasing:
Please remove this complaint from SMARTPAY, LLC's profile.
Thank you,
******* ******
General Counsel
Initial Complaint
Date:08/01/2024
Type: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.
Here are the screenshots as requested.Business Response
Date: 07/31/2024
To Whom It May *************************** want to thank ***************************** for contacting SmartPay Leasing regarding his account. We understand that there is some confusion with the company he is filing a claim against. SmartPay Lease offers lease to own options for cellphones and phone accessories. We completed an investigation into the matter and advise ******************** does not have an account with us. We believe ******************** is attempting to file a complaint against smartpay.com.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay Lease
P.O. Box 36454
**********, **** 45236-0454Customer Answer
Date: 08/01/2024
I purchased a *** from a dealership and fully paid off the loan the next month. Now one additional month later I received a deceptive and predatory email from Smartpay implying that they are collecting on the loan that does not exist anymore. They are clearly misrepresenting themselves to sell something.Business Response
Date: 08/01/2024
Please see attached correspondence.Initial Complaint
Date:12/01/2023
Type: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.
*******************************Customer ID: ******Business Response
Date: 12/01/2023
To Whom It May *************************** want to thank *********************************** for contacting SmartPay Lease. We understand that there is some confusion with company ****************** has filed a complaint against. SmartPay Lease is a lease to own option for mobile devices. SmartPay Lease does not offer bill pay services.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay Lease
P.O. Box 36454
**********, **** 45236-0454Customer Answer
Date: 12/01/2023
Auto Dealership said I had to go through this company to make payments on my auto loan. Smartpay made biweekly withdrawals from my checking account and purposely failed to make my auto loan payment to auto loan lender. Forcing me to make my payment late myself. I immediately called my bank to put a stop to any withdrawals from Smartpay. When I call Smartpays customer Service Number It just rings and rings and no one is there. Smartpay still has my money that was supposed to go to my loan payment. And I called my loan lender and they said smartpay is a scamBusiness Response
Date: 01/04/2024
BBB Representative,
Please see attached response.
Thank you,******* ******
General Counsel
Initial Complaint
Date:11/21/2023
Type: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.
No I have never had a service pay any of my bills like smartpayBusiness Response
Date: 11/16/2023
To Whom It May *************************** want to thank Mr. ************************* for contacting SmartPay Leasing regarding charges to his bank account. We completed an investigation into the matter and advise we have no records of any payments. After corresponding with **************** he was able to provide identifying information that links to another company, also known as, Smartpay. The phone number of ************ is for Smartpay, a company that provides bill pay services.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay Leasing
P.O. Box 36454
**********, **** 45236-0454Customer Answer
Date: 11/21/2023
Need to know who or how smart pay got my bank information an took money out of my accountBusiness Response
Date: 12/06/2023
Please see attached response.
Thank you,
******* ******
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