Complaints

This profile includes complaints for SMI Card Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SMI Card Services, LLC

  PO Box 2489 Carrollton, GA 30112-0046

  
• 

  SMI Card Services, LLC

  PO Box 33440 San Antonio, TX 78265

• 

  SMI Card Services, LLC

  PO Box 33440 San Antonio, TX 78265

• 

  SMI Card Services, LLC

  PO Box 33440 San Antonio, TX 78265

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:04/14/2025

  Type:Product 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 tried to use the app for this SMI one card I downloaded the app I've had it downloaded before in the past maybe five six years ago or maybe longer than that I've recently started getting child support it had an old phone number on there that I no longer on the phone so I called the place and they said well what's the phone number I am I do not remember the phone number because I've had maybe 10 phones since then and I don't even remember any of those phone numbers except for the baby a couple and I don't remember that phone number so therefore they wouldn't they blocked my card and I cannot use it well they said the only way I can unlock my card is to send them a copy of my driver's license which I did but I didn't understand I had to take a selfie picture of myself holding driver's license so I did that I've been waiting for three or four weeks for them to unlock my child support card how long do I have to wait why isn't it being the address I sent them email email email email I get nothing. Either is send me a new card close this little card give me a new card so I can get my money off my child support card I need my money it's my money last time I checked it's my money owed to me from child Support it's my money and I want it I'm tired of waiting for it I'm tired of calling this company and getting nowhere

  

  Business Response

  Date: 04/22/2025

  smiONE is grateful for your feedback! Our goal is always to provide a safe and seamless experience for our customers. We wanted to take this opportunity to improve our services and attempted to contact you to discuss these concerns further.
  

  While we recognize that recalling old contact information is not always possible, protecting our customers is one of our highest priorities.When you contacted us on April 4, 2025, you provided information during the verification portion of the call that did not match your card account profile. In addition to providing mismatching information, profile updates were also ************ address the security concerns and ensure we were interacting with our customer, the account was temporarily restricted and identifying documentation was requested. Our records show your documentation was approved and the temporary restriction lifted from your card account on April 16, 2025. We understand how frustrating this may have been but hope that you understand our efforts to protect your account. We sincerely regret any inconvenience this may have caused you and your family.
  

  If there is anything else we can do to assist you with your smiONE card, please dont hesitate to reach out to us again. Our agents are available 24/7 at ************** or online at ******************************. You can also write to us at P.O. *******************************
  

  We appreciate your business!
  

  All the best,
  

  The smiONE Team

  Customer Answer

  Date: 04/22/2025

   
  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.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:04/11/2025

  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.

  On wednesday the 9th I tried to pull my child support so I could pay my electric and they put a block on my card just told unusual activity and it would take 1-2 buissiness days. That it would be unlocked Friday the 11th. I called 4 times because I told my power company I would make the payment on Friday. Everything I called the told me to just give it a little longer until they left for the day and don't work on weekends. So now my powers gonna to get shut off and they are holding my money and won't tell me anything. Just it was flagged for unusual activity. They didn't even ask me about the activity or send me any notification before they blocked it.

  

  Business Response

  Date: 04/15/2025

  smiONE strives to provide an exceptional customer experience while upholding the highest levels of account security. We appreciate you bringing this to our attention and we are committed to improving our services. We attempted to contact you to discuss your concerns in greater detail, but we were unable to reach you at the phone number on file.
  

  Wed like to share some information with you that may alleviate some of your concerns.
  

  On April 9, 2025, the smiONE Fraud Team detected an unusual authorization from an international merchant that was outside of your normal spending pattern. As a precaution, a temporary block was placed on the card and ID verification was requested to ensure we were only interacting with our customer. Your documentation was approved on April 14, 2025. As a courtesy, you were provided with temporary limited access to the account prior to replacing the card.
  

  As a reminder, there are still steps that need to be taken to ensure the security of the account. Please give us a call at your earliest convenience. Our agents are here to help 24/7 at **************.
  

  We look forward to hearing from you!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:04/09/2025

  Type:Product 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've been trying to get my card with my money for weeks. I'm currently without transportation and due to them making it impossible now I'm being evicted. I've sent proof of identity twice now and they still have not even mailed my card.

  

  Business Response

  Date: 04/14/2025

  Thank you for sharing this with us! We thoroughly investigated the identity verification issue you described and have reached out to you directly with an update.
  

  On March 13, 2025, we received a call to **************** regarding a new card order. During the verification process, some of the information provided did not match your smiONE card account profile. This discrepancy raised additional security concerns as the information had been verified correctly earlier the same day. As a precaution, we temporarily restricted the account and requested identifying documentation to ensure we were interacting with our customer. On April 11, 2025, we received the documentation we needed to verify your identity and address the security concerns. At your request, a new card was ordered via express shipping to the address on file. Your new smiONE card is expected to arrive between April 16, 2025, and April 18, 2025.
  

  While safeguarding our customers is one of our top priorities,we deeply regret any inconvenience this may have caused you and your family. As a gesture of goodwill, we have refunded the express shipping fee to your account balance. If youd like to discuss your concerns further, give us a call at your earliest convenience. Our agents are here for you 24 hours a day at **************. You can also visit our website at ****************************** or write to us at P.O. ******************************.
  

  Your feedback is very important to us, and we appreciate your business!
  

  Respectfully,
  

  The smiONE Team

• Initial Complaint

  Date:04/07/2025

  Type:Product 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 was issued a new debit card on March 19th. I called a week later checking on the status of the new debit card, representative stated I should be receiving the card by April 2nd. I called back april 2nd to inform I have not recieved my card representative stated I should recieve it by April 3rd. I called back April 4th to inform them I have not received my new debit card, they where going to mail out another one so i gave them my mailing address as i recieve mail in both address but i live at the address i gave them to send the card to. The representative then said i needed to do a verifier before changing address a link was sent to take picture of myself and ID an error kept occurring. I was sent a link via email with same instructions received another error. Since error occurred representative told me to send an email with a picture of me holding my license near my face for verification. I sent the email and waiting for response. I have child support being deposited into this account I called April 7th requesting an update and to ask if i can pay bills online or any other way to withdraw some money in the mean time representative stated can only use debit card and my account is now locked and funds are not available through any means. I asked the account to be unlocked and to just use the address on file as i need funds for my daughter who has a birthday in 7 days. Representative stated nothing can be done accept wait to see if the verifier worked.

  

  Business Response

  Date: 04/11/2025

  We appreciate you reaching out to us and would like to offer our sincerest apology for any inconvenience this situation may have caused. We were able to determine the root issue and attempted to contact you at the phone number on file.
  

  Our records show the first card referenced in your complaint was expected to arrive between April 1, 2025- April 3, 2025. When you contacted **************** on April 4, 2025, our agent sent you a secure code and attempted to update the address as you requested. Unfortunately, some of the profile information could not be validated, triggering a security alert that required ** verification to confirm we were only interacting with our true customer. We show you completed the ** verification process on April 9, 2025, and a new card was ordered via express shipping. Your new smiONE card should arrive between April 13, 2025- April 15, 2025.
  

  In addition to our apology, a refund has been issued for the express shipping fee. If we can answer any other questions about your smiONE card account, please dont hesitate to contact us. You can call us 24/7 at **************, write to us at P.O. ****************************** or visit our website at ******************************.
  

  We hope your daughter has a very happy birthday!
  

  Best wishes,
  

  The smiONE Team

• Initial Complaint

  Date:04/03/2025

  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.

  On 2/22/25, there was unauthorized activity posted to my account. I immediately requested a new card and filed a dispute. On 3/10/25, I received an email that my dispute was denied so I called to express my dissatisfaction. They sent me an email to send an appeal, which I did on the same day. It stated "Good morning. I don't agree with the results. I have never given my card information to ANYONE. It is not even saved on my phone and I have never lost my phone or had it stolen. I contacted ****** immediately after I saw the charge and they said they don't have a record of my info (confirmation number, email, etc.). They told me to dispute it if it didn't fall off, which I did. I also ordered a new card. Almost $500 is a lot of money to get deducted from my account, especially without even receiving a product. I don't have files to upload because I don't have any tickets. I simply would like my money back. If not please tell me how to close my account because I am not comfortable with large sums leaving my account unauthorized. I've never disputed before and my money doesn't feel protected." On 3/25/25, they emailed me the same response from 3/10/25, which seems like they did not even attempt to look at my dispute or appeal. This was my first time disputing with them and I've been a customer for numerous years. I don't feel like my case was investigated because there is nothing from United saying that I purchased anything from them. As mentioned before, I don't feel like my money is safe or like they handled this thoroughly.

  

  Business Response

  Date: 04/09/2025

  Thank you for sharing your recent experience with the dispute process. We reviewed the claim you described and reached out to you at the phone number on file to offer additional assistance. Unfortunately, we havent been able to connect with you.
  

  During our review, we found sufficient grounds to re-open the claim and pursue recovery through the chargeback process. Provisional credits were posted to your card account balance on April 9, 2025. These funds are available for your immediate use while we continue investigating. Once weve concluded our investigation, we will notify you of the results within 3 business days. For updates and dispute-related questions, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
  

  For any other questions or concerns regarding your smiONE card account, please give us a call at your convenience. We are here to help you 24/7 at **************. You can also get in touch with us by visiting ****************************** or by writing to us at P.O. *******************************
  

  We appreciate your business and look forward to hearing from you again soon!
  

  Warm regards,
  

  The smiONE Team

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23155196
  
  I am rejecting this response because I received the same response as before. There was not a thorough investigation. You cant provide a confirmation number from United (because I DID NOT buy anything). At this point I'd like to just end business with you and close my account. My money is not safe with you.
  
  Sincerely,
  
  Chrischele ********

  

  Business Response

  Date: 04/22/2025

  We hear your frustration and deeply regret the role we played in causing it.
  

  When we first learned of your concerns regarding this dispute,we had the claim reopened to pursue recovery through the chargeback process. During this process, the merchant responded with documentation from the purchase, providing substantial evidence to support the final ruling. If youd like to request a copy of this documentation, please let us know. The smiONE Dispute Team is here to help Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
  

  While we understand why you may choose to close your smiONE card account, we sincerely hope that youll reconsider and allow us a chance to earn back your trust. If you still wish to pursue account closure, please contact your county worker to update your direct deposit information, at your convenience.
  

  Respectfully,
  

  The smiONE Team

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23155196
  
  I am rejecting this response because I have not received documentation. Please send it to me. Regardless, I did not authorize a purchase with United, so I need my money back. 
  
  Sincerely,
  
  Chrischele ********

• Initial Complaint

  Date:04/02/2025

  Type:Product 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.

  SMIONE denied my dispute for fraudulent activities on my card. This is a child support card, and I went 3 months without spending any money, waiting on my son to start AAU. So, to my surprise all the money was spent and I created a dispute with SMIONE.Initially I was advised (AND ITS IN THEIR EMAIL) that a written statement is not needed nor will it shift the determination of the claim. The day I called in about the missing funds, I created a police report. 10 days pass, and I receive an email stating that my dispute was denied. I called and did an appeal, which this time I provided A THROUGH report-- police report, screenshots of all my accounts to show that the payments did not align and they denied my claim ******** now I have to take legal action because I REFUSE to be out of money I KNOW FOR A FACT I did not spend. This is my son's money, and they are using the phrase "transaction history'' to get out of giving me my money back!

  

  Business Response

  Date: 04/08/2025

  smiONE is committed to improving our processes and we appreciate your feedback. While we understand that the dispute process can be a less than desirable experience, the smiONE Dispute Team strives to make the process as smooth and painless as we possibly can.
  

  After reading your concerns regarding this recent dispute,we conducted a comprehensive review of the claim. Unfortunately, we were not able to find this claim in your favor due to compelling evidence discovered during the investigation. For more information about the final ruling or to add new information for consideration, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
  

  If we can answer any other questions about your smiONE card account, please dont hesitate to get in touch with us. Our dedicated **************** team is here to help around the clock. You can call us anytime at **************,write to us at P.O. ****************************** or visit our website at ******************************.
  

  Respectfully,
  

  The smiONE Team

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23150547
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 04/09/2025

  To help us better serve you, could you kindly provide more information on how we may further assist you?

• Initial Complaint

  Date:03/28/2025

  Type:Product 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 2/26/2025, a fraudulent Amazon charge of $269.49 was made to my state-issued SMI-One child support card and posted on 2/28/2025. I immediately reported the card stolen, requested a new one, and filed a fraud claim. I also froze my credit, changed all account passwords, enabled two-factor authentication, and moved all funds from that account. Despite providing documentation, including evidence of other fraud attempts on different accounts and photos of unauthorized packages received from ******, my claim was denied.The first reason I was given for denial was that I had ordered from ****** before. The second time, I was told it was due to an AVS (address verification system) match. On 3/28, I called again and was told I was denied because I "benefited from the transaction," solely because I'd used Amazon in the past. The denial letter I received didnt clearly state a reason, and Ive only gotten updates from calling repeatedlynot from any official follow-up.I contacted ****** directly and gave them my former account information. They confirmed the transaction did not originate from my ****** account. Due to privacy laws, they couldnt tell me which account it came from. However, they confirmed it was on another customers account. The items sent to my address were not anything I would order. Based on tracking, they came from Amazon warehouses.This is not only about the moneythough $269.49 is a significant loss for me and my childrenits about the principle. Im doing everything I can to resolve this because this situation is unacceptable, and I am not letting it go.

  

  Business Response

  Date: 04/03/2025

  We apologize for the inconvenience and frustration that can often accompany the dispute process. We have looked into the dispute claim you described and have some information to share with you. Weve been trying to contact you at the phone number included with your complaint, but our Customer Relations Coordinator has been unable to reach you. Wed like to share some information with you that may alleviate your concerns. 
  

  For updates and dispute-related questions, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST. We appreciate your patience while we review your claim. 
  

  Please dont hesitate to give us a call if you have any other questions about your smiONE card account or wish to discuss your concerns in greater detail. Our **************** agents are here for you 24 hours a day at **************. You can also visit our website at ****************************** or write to us at P.O. ******************************* 
  

  Sincerely, 
  

  The smiONE Team 

• Initial Complaint

  Date:03/26/2025

  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.

  Hello. This is April I am the parent of child with Autism. I don't have any ***** products not even a phone. I state to you I do not have any apple products or even a phone. Those transactions that was on my account was not made by me at all. I have no acknowledgment of those transactions. I am very upset to see that it was not correct. I pay bills on this card and that's all. I have not purchased anything ***** wise with this card. Who does all those transactions and doesn't find it at fault. I am very upset to see that y'all will be reversing the credit. I do not have any acknowledgment of these transactions. Y'all are taking food out my son's mouth. I need that money to take care of my kid. They said no error. In this people how have my card . They are still taking money out my son's card. Even know I got a different card. They say it was me. No it's not. I got proof.

  

  Business Response

  Date: 03/28/2025

  Thank you for taking the time to share your concerns with us! The smiONE Dispute Team is highly committed to making the dispute process as smooth and convenient as possible, but we understand it can often be a frustrating experience. After learning of your concerns, we launched an in-depth review of the claim you described and contacted you directly to offer additional assistance. Wed like to take a moment to share our findings with you.
  

  On February 21, 2025, a dispute was filed on your behalf for unauthorized activity spanning more than two years. Unfortunately, with the information you provided we were unable to find the claim in your favor due to conclusive evidence found during the investigation. On March 11, 2025, we received your request for an appeal. Once the investigation has concluded, we will notify you of the results within 3 business days. For updates or other dispute-related questions, the smiONE Dispute Team is available Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST.
  

  Please dont hesitate to give us a call if you have any other questions about your smiONE card account. Our **************** agents are here for you 24/7 at **************. You can also visit our website at ****************************** or write to us at P.O. ******************************.
  

  We look forward to hearing from you again!
  

  Sincerely,
  

  The smiONE Team

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23119874
  
  I am rejecting this response because: The review was done. No Audit was done or nothing into today. SmiONE called me . 
  If the system  would have did your job in the first place; I wouldn't have to do an appeal for the third time.  
  No alert was sent to my phone. No mail was sent to my phone of any transactions coming to me of being fruad. Smione sent  me a new card with a different debit info.  But my alert icon on my smiONE app is stating transaction from the old card is still coming out from *****. I even look back to see that I have Amazon marketplace on my card too. I don't do all that. If you give me a new card. Why is these transaction still coming out of the old card. Explain.  This is a child support card. Y'all should have fraud protection heavy . 
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 04/03/2025

  We appreciate your additional feedback. If we may, wed like to clarify a couple of things.  
  

  An audit was conducted on the dispute claim you mentioned in your complaint, and based on our findings, we are standing with the final ruling.If you have any new information or additional supporting evidence to add to the claim, please reach out to the smiONE Dispute Team at your earliest convenience.

  Regarding the declined transaction activity, we reviewed the notifications you mentioned. These alerts were for transactions attempted on an old smiONE card, and none of these transactions were debited from your account balance. If you'd like to change your alert preferences, simply visit ******************************. Once logged into your mobile account, select Name > Notification Settings to make your changes.

  If there's anything else we can assist you with, please don't hesitate to give us a call.
  

  Warm regards,
  

  The smiONE Team

  
  

• Initial Complaint

  Date:03/22/2025

  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 recently started receiving child support and opted for the payment card in order to make the process of receiving payments simple or so I thought. I requested the card back in February via the State of Texas Child Support process. Roughly 2 weeks pass and no card so I call this company and they inform me the card was printed on 3/4/25 and I should receive it between March *****. I Call on March 17th because I haven't received the card then I was told oh now the 18th. Now here we are today 3/22/25 still no card and my child needs things. The balance on the card is over $2700 and right now I am just got off hold and the agent is on the line and in the middle of this complaint and just advised me I can not speak toa supervisor because it is a saturday but I can call back on Monday. My child needs things his child care has to be paid for and I have yet to be offered a reasonable solution to my problem. A previous agent advised me she would be able to activate the card temporarily if I needed access to the funds for a short amount of time now theres no solution. Now they did advise me that they are sending a card express and waiving fees as if they are doing me a favor. As a company customer service should be a lot better I don't know why you have customer service if they offer nothing to customers. I want to be clear I have multiple bank accounts I can use this was not for me to rely on it was for my child. Now I have some delinquent expenses on behalf of my child due to not being able to access the funds. Also ***** on hold the agent just random Dates of calls I made to this company are as follows: 3/17/25 I sapoke. with a christian who advised me there could be a 2 hour activation and that was false and now the supervisor is not helpful.

  

  Business Response

  Date: 03/27/2025

  First,wed like to take a moment to welcome you to the smiONE family! We deeply regret getting off to such a rough start and we hope you will allow us a chance to earn back your trust. Weve been trying to contact you to discuss your concerns,but we have been unable to reach you at the phone number on file.
  

  Our records show you were recently enrolled as a smiONE customer on March 3, 2025. A new card was shipped to the address provided by the State during enrollment and was expected to arrive between March 13, 2025- March 17, 2025. When you contacted **************** on March 17, 2025, for an update on your new card,the agent provided you with the expected delivery date. Seeing as it was the last day of the expected delivery window, the agent offered to put in a new card order with express shipping; however, you elected to allow an additional day for the delivery. Not realizing you were a new customer and not just waiting on a replacement card, the agent informed you of the possibility of a courtesy activation which would grant you limited access to the funds in the event the new card was not delivered on time and had to be reordered. Unfortunately, as a new customer, this is not an available option as you have never had an active smiONE card in the past. We sincerely apologize for the confusion and any inconvenience this may have caused you and your family. Feedback will be provided to the agent in the hope of preventing a similar situation from occurring in the future.
  

  Your new smiONE card is now expected to arrive between March 27, 2025- March 31, 2025, via ***. In the meantime, if you have any other questions or would like to discuss your concerns in greater detail, please dont hesitate to reach out. Our agents are here to help 24 hours a day at **************. You can also write to us at P.O. ******************************, or visit our website at ******************************.
  

  We look forward to serving you better in the future!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  Date:03/15/2025

  Type:Sales and Advertising 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.

  My Identity was stolen on my new child support card before it even reached my home and they will not help me unlock the account or secure my information. I had to call them twice with no resolution to my issue. They were very rude and un caring I felt I couldnt keep the card because of safety precautions. They would not let me order a new card and now I cant receive my monthly payments at all.

  

  Business Response

  Date: 03/18/2025

  We genuinely appreciate you bringing this matter to our attention. We understand this situation may have been distressing, and we sincerely apologize for any inconvenience it has caused. We would like to provide you with some additional information that we hope will put your mind at ease.
  

  Protecting our customers is one of our highest priorities here at smiONE. On March 14, 2025, we received a call concerning a recent online account registration. During the caller verification portion of the call, the information provided did not match your card account profile. At that time, the account was temporarily restricted and identifying documentation was requested to address these security concerns. Our records show that we have not yet received the documentation requested to verify the identity of the person we are interacting with and have therefore been unable to successfully resolve the security concerns.
  

  For assistance with a secure way to submit the requested documentation and verify your identity, please give us a call at your earliest convenience. Our **************** team is here for you 24 hours a day at **************. You can also visit our website at ****************************** or write to us at P.O. ******************************.
  

  Your feedback is very important to us, and we appreciate your business!
  

  Respectfully,
  

  The smiONE Team