ComplaintsforSMI Card Services, LLC

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had this card company for over a decade. Just last month I had to file my first dispute. At first they gave me a provisional credit, now comes this month and I realized I have two unauthorized transaction. When I submitted my other dispute, the same day I get an email stating my previous dispute was denied and they will be taking the $100. I tried to appeal this due to the fact the merchant just denied the dispute and never provided additional documentation. I was told I couldnt appeal it unless I had additional documentation like a police report which is absurd. I feel like my card company should have had my back and demanded more evidence from the merchant. Instead they demanded it from me . So after I went through this 5 days later my new dispute was magically finished and denied. I asked them to send documentation submitted by merchant. I have yet to receive this. It ***** because this card company usually deals with single moms. With all of the fraud going on how about you tighten up your bank security before thinking customer is a liar.

  

  Business response

  06/20/2024

  Thank you for bringing this to our immediate attention. Please accept our sincerest apology for giving you the impression that we thought you were not being truthful. Our customers are highly valued, and we understand how confusing and frustrating the dispute process can be.
  

  Weve looked into the concerns you described regarding your recent dispute claim and have some information to share with you. A dispute was initiated on your behalf on March 12, 2024, in response to an email we received in which you advised us that you were overcharged, and the merchant was refusing to issue a refund. During the chargeback process, the merchant provided documentation showing undeniable evidence that no error or discrepancy occurred.Due to the dispute not being found in your favor, the provisional credit that was provided to you while your claim was being investigated, was reversed. If you have additional information to add to your claim or still have not received the documentation you requested, please dont hesitate to give us a call. The smiONE Dispute Team is available to assist you 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, our **************** Agents are here for you 24 hours a day at **************. You can also visit our website at www.smionecard.com or write to us at P.O. ******************************* 
  

  We appreciate your business!
  

  Respectfully,
  

  The smiONE Team

  Customer response

  06/20/2024

  Hello, I have requested this documentation and your company has failed to provide me with the documentation that proves no error occurred. Aside from that I have never received my provisional credit from my other claim that is currently pending. You all state that you do not hold funds during a dispute which is false advertising because my funds are currently on hold!

  thank you,

  

  Business response

  07/01/2024

  Our records show the investigation documents you requested were sent to the email address on file on June 6, 2024, and June 20, 2024. Provisional credit was not provided during the second claim as the investigation was concluded within 10 business days. If you have any questions about the documents you received, or wish to discuss your dispute claims further, the smiONE Dispute Team is here for you Monday through Friday from 7:00 AM to 7:00 PM CST/ 8:00 AM to 8:00 PM EST. Please dont hesitate to contact us.
  

  Respectfully,
  

  The smiONE Team

  Customer response

  07/01/2024

   
  Complaint: 21851909
  
  I am rejecting this response because:

  As stated several times. I have not received any documents. The emails that were received, documents are not viewable. Thank you!
  
  Sincerely,
  
  ***********************

  

  Business response

  07/08/2024

  Were very sorry to hear of all the trouble you have experienced.For troubleshooting assistance with accessing the investigation documents you have received, please give us a call at your earliest convenience.
  

  We look forward to hearing from you!
  

  Kind regards,
  

  The smiONE Team

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This card company let my money be stolen in another state and refuses to give me my money back. I have filed appeals and those have been rejected as well for *****. I have a police report and hospital proof and proof of work I sent in for the day in question showing I wasn't even in that other state and they still keep denying me my stolen money.

  

  Business response

  06/13/2024

  smiONE would like to apologize for your recent experience involving the dispute process. When your funds have been stolen, we recognize that the last thing you might want to do is deal with a dispute investigation. The smiONE Dispute Team endeavors to streamline the dispute process while providing exceptional customer service to reduce as much inconvenience and frustration as we can.
  

  Our records show that a dispute was initiated on your behalf on May 20, 2024. Based on the information you provided at that time and compelling evidence found during the investigation, the claim was denied on May 29, 2024. At your request, an appeal was opened on May 31, 2024. Unfortunately,the information you provided was incomplete and did not influence the outcome.
  

  After looking into your claim, our agent reached out to you to discuss your concerns in greater detail and to request more substantial supporting documentation. The documentation you submitted allowed us to re-open your claim. During this review, we found sufficient cause to overturn the previous ruling. The claim was finalized in your favor and final credit was posted to your smiONE card account on June 12, 2024.
  

  Thank you for your patience while we conducted our review. If youd like to discuss your concerns further or have any other questions about your smiONE card account, our agents are here to assist you 24 hours a day at **************. You can also write to us at P.O. ****************************** or visit our website at www.smionecard.com. 
  

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

  Sincerely,
  

  The smiONE Team

  Customer response

  06/13/2024

   
  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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place is absolutely awful, after The card was orderd from C.S.S four months I have financially took care of my daughter alone, no car its blown up from taking care of her only getting 1% of child support help and week ago I closed my account with them, I was trying to get direct deposit to my bank they never closed it even after filling out my forum, today they finally did I could have got my check by now had they done their jobs, instead of lying.. we are drowning in bills unfairly. Applier be aware. I hope yall make this right Ill delete review.

  

  Business response

  06/10/2024

  smiONE values your feedback! Wed like to offer an apology for the difficulty you have experienced in receiving your smiONE card.
  

  We attempted to identify the cause of the issue you described; however, our records show that each card order was sent to production and shipped to the address on file. At your request, your smiONE card account was closed on June 6, 2024, and a check was issued for the remaining balance. The account was re-opened the following day due to your report of a pending deposit. At that time, the address was updated, and a new card was ordered via express shipping. We estimate the delivery of this card between June 12, 2024- June 14, 2024.
  

  In the meantime, if we can answer any other questions about your smiONE card account, our agents are here for you 24 hours a day at **************.You can also visit our website at www.smionecard.com or write to us at P.O. ******************************* 
  

  We look forward to hearing from you!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SmiONE sent a card to an old address of mine (*************************************) someone at that address received the card on May 14, **************************************************************************************************** the full number but it was (0045) at the end. As soon as the transaction went through it alerted my phone and I had my husband call the card immediately because I was at work at the time. The card company said they couldnt do anything until the amount posted so I waited until the next day and called them again. They started a dispute but then denied me twice now. There is an actual police report and an investigation on going about this. The money was taken from an atm. $293 plus $2.50 for using an atm outside of the network. The atm has photos and video of who done it and clearly showing it wasnt me or anyone I know personally. It was not a family member this was an actual crime with it being prosecuted in the future. SmiONE knows all of this and this last refusal I sent pictures to them showing me actively setting up the new card (them telling me they had to know the last four of my SSN or it wouldnt work) with just my birthday. It was done in 3 easy steps without knowing anything but my name (on the card), the card (the new card) information and my birthday (which is public record and not hard to find at all). They are still denying me my money back for insufficient information. I have done everything I can to show them this is a crime not a joke but theyre still refusing to return my money. I already changed my address to my new one but they still sent it to my old address. Please if you can help in anyway I would seriously appreciate it. I really do need that money returned and smiONE needs better security to activate a card. Its child support so we dont have an option but use smiONE so they should honor their side of being entrusted with peoples money! Thank you!

  

  Business response

  06/06/2024

  Thanks for sharing your feedback on your recent experience with smiONE. Based on the concerns you described, we launched an in-depth review of your smiONE card account, and the recent dispute filed on your behalf.
  

  Our records show a card was automatically issued to the address on file on April 16, 2024, in advance preparation for the nearing expiration date. You contacted smiONE **************** on May 4, 2024, to update the address on file to your current residence and ordered a new card. This card order and the subsequent card order, dated May 15, 2024, were both mailed to your updated address via standard shipping.
  

  After speaking with you on May 31, 2024, and reviewing the documents you submitted, we found sufficient cause to re-open your dispute claim. As soon as a final decision has been made, you will be notified of our findings within 3 business days. In the meantime, if you have any questions about your claim or have additional information to add, 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 reach out to us if we can answer any other questions about your smiONE card account. Our **************** Agents are here for you 24 hours a day at **************. You can also visit our website at www.smionecard.com or write to us at P.O. ******************************* 
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  05/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was sent a email from ****** that there was possible fraud on my account.. I called them and said yes it was fraud because I only use this card for one thing and don't let anu money go from it.. they tell me they can't talk to me untill I send in some info to them.. I did they still released funds to the scammers even though I said not to I called back they said they can't confirm who I am my documents weren't good enough even though I sent exactly what they asked for now they want more info and are holding my funds and told me they would juat send the funds back to child support... what totally crappy buisness plans.. they won't call back for 2 days they tell me 1 to 2 but I haven't gotten a call yet I have to call themm... I do not... not recommend

  

  Business response

  05/14/2024

  Your feedback is very important to us! After looking into the concerns you described, we contacted you at the phone number on file to share some information with you.
  

  On May 6, 2024, our fraud monitoring system detected high-risk activity that indicated your card account could be compromised. A temporary block was placed on the account and identifying documentation was requested to ensure we were only interacting with our customer.
  

  Our records show that your documentation was approved on May 8, 2024. At that time, you spoke with our Dispute Team and a dispute was initiated on your behalf. This dispute claim is currently in progress. When the investigation has concluded, we will let you know our findings within 3 business days. In the meantime, if you have any questions about your claim or have additional information to add, 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 contact us if you have any other questions about your smiONE card account. Our **************** agents are here for you 24 hours a day at **************. You can also write to us at P.O. ******************************* 
  

  We appreciate your business!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  05/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a harrowing ordeal that demands immediate attention and resolution. A company's egregious negligence not only endangered a life in a third-world country but also withheld vital funds for an intolerable 3.5 weeks $3991, resulting in severe financial repercussions including late fees and imminent mortgage default. Despite persistent efforts to seek assistance, the company's response was shockingly inadequate, exacerbating the distress by falsely accusing the victim of fraud and cancelling essential financial resources. This reprehensible behavior, compounded by callous disregard for the traumatic experiences endured, underscores the urgent need for corrective action. The swift release of withheld funds, closure of the account, and accountability for the company's actions are imperative to address the grave injustices inflicted. Such flagrant disregard for customer safety and well-being cannot be tolerated, and decisive measures must be taken to rectify this appalling situation.

  

  Business response

  05/13/2024

  We would like to apologize for any hardship that we may have contributed to, and we hope to restore your trust in us. After a thorough review of your account, we have some information to share with you.
  

  smiONE takes account security and fraud prevention very seriously. On April 17, 2024, an individual contacted **************** for information on a declined transaction. He identified himself as the cardholder and requested to lift our fraud prevention protocols for an extended period. At that time, identifying documentation was requested to ensure we were only interacting with our customer. This individual attempted to access your card account several times over the following weeks and was later identified as your spouse. We regret that it was a frustrating experience, but we hope you can understand our efforts to protect your account.
  

  Your documentation was received and approved on May 8, 2024.If you would like us to authorize your spouse to call in on your behalf, please refer to the smiONE Card Cardholder Agreement, Section 5 Authorized Card Users and Section 6 Secondary Cardholders. When you are ready to proceed, please call the smiONE ************** at your convenience and an agent will assist you through the process.
  

  If we can answer any other questions about your smiONE card account, our agents are here for you 24 hours a day at **************. You can also write to us at P.O. ******************************* 
  

  We look forward to hearing from you!
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Several fraudulent transactions were deducted from my account, once notice I locked my card and contacted the bank on the issues. I transferred the remaining money on account to another card, cancel the card and ordered another one. I was refunded only a portion of the refunds and the remaining had to be put into investigation. The investigation has gone over the time frame (since Oct 2023) and I still havent received my last remaining refund. I contacted the bank, who told me they denied my refund. But to no reason. I ask to have an appeal, havent got a response. Im unsatisfied and feel bullied that this was allowed to happened to me and not properly handled. This company needs to be investigated for actions like this. Because if this can happen so easily whose to say the company isnt the third party attached to criminal activities.

  

  Business response

  05/01/2024

  smiONE appreciates your feedback! The dispute process can be a frustrating experience and we apologize for any inconvenience. We appreciate your patience and understanding as we look into this matter for you. 
  
  If you have any other questions about your smiONE card account, please dont hesitate to contact us at **************. You can also write to us at P.O. *******************************
  
  We look forward to hearing from you!
  
  Sincerely,
  
  The smiONE Team

  Customer response

  05/02/2024

   
  Complaint: 21629453
  
  I am rejecting this response because:

   

  EXTERNAL EMAIL! Use caution when clicking on links or opening attachments and never provide your User ID or Password.

   

  I contacted the company on today (5-1-24) and was only instructed again that the matter will be expedited and looked into by the distrubute department and someone will contact me in 24 hours. Which is ridiculous. This matter hasnt been resolved since Oct **************************************** got documents on the findings of the case. 
  
  

  
  
  Sincerely,
  
  *******************

  

  Business response

  05/10/2024

  Thank you for reaching out to smiONE. We reviewed your concerns regarding your dispute
  credit and reached you by phone at the number on file.

  After reviewing the account, we have credited back the account and spoke with you
  regarding your concerns. We apologize for any confusion or frustration experienced during
  this time.

  If have any questions about your smiONE card account or wish to discuss your concerns
  further, our agents are available 24 hours a day at **************. You can also write to us
  at P.O. *******************************

  We look forward to hearing from you!

  Sincerely,

  The smiONE Team

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased and returned some items from footlocker. ********** says they refunded it to this account and then ****** charged the refund back. I do not have any items or my money. The total charged back was $176.55.

  

  Business response

  04/29/2024

  We appreciate you bringing this to our attention. After an in-depth review of your account, our agent reached out to you to discuss your concerns in greater detail.
  

  On March 6, 2024, the refunds you described were credited to your account. Unfortunately, one of these credits could not be linked to a corresponding debit. In accordance with federal banking regulations, a temporary hold was placed on this credit, and an email notification was sent to the email address on file. While speaking with you, our agent provided you with the information you needed to have the funds released. The requested documentation was received and approved on April 25, 2024, and the funds were released back to your smiONE card account the same day.
  

  If we can answer any other questions about your smiONE card account or if you would like to discuss your concerns in greater detail, our agents are here for you 24 hours a day at **************. You can also write to us at P.O. *******************************
  

  We look forward to hearing from you!
  

  Sincerely,
  

  The smiONE Team

  Customer response

  04/29/2024

   
  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

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A private company titled SMI phone number *************) is hired to collect, process and apply Child Support Payments to individual Child Support/FSR accounts for many States across the country, in my circumstance for the Family Support Registry for the State of ********. Unfortunately, the company is HOLDING back child support checks greater than ***************************************************************************** fact they have, this company SMI has hundreds of complaints on ****** in the State of ********, there is a pattern of fraud that needs to be investigated. I had to have a Federal Agent from the ************** Plan call them for them to agree they had deposited the two checks 3 weeks ago, but naturally SMI still has not applied the funds to my FSR back child support Account.

  

  Business response

  04/24/2024

  Thanks for reaching out to smiONE.
  

  On April 18, 2024, we contacted you at the phone number you provided. You confirmed to our agent that you are not a smiONE customer but were seeking contact information for the Colorado Family Support Registry. The phone number and website were provided to you. You can use this information to get the answers to your payment-related questions. We hope this helps.
  

  Sincerely,
  

  The smiONE Team

• Initial Complaint

  03/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My card was shut off by smione they reported it as stolen which my card was not infact stolen. I've been waiting over two weeks for a card. When I called they told me my card was never sent. This is ridiculous to cancel someone's card for no reason and then not even send a new card.

  

  Business response

  04/04/2024

  Thanks for reaching out to smiONE and bringing this to our attention. We reviewed your account and believe weve identified the source of the confusion.
  

  On March 15, 2024, you emailed smiONE regarding a transaction that you stated you did not authorize. smiONE is committed to protecting our customers from fraud. Upon processing your email, the smiONE **************** temporarily blocked your card to protect the remaining funds. Our agent responded to your email advising you of this temporary block and requested that you contact **************** so we could verify some information with you. The following day, another email was received from you regarding the status of your card. Our agent responded to your email advising you a second time of the temporary block that we placed on your account and requested that you contact ****************. Due to the nature of your emails, we needed to speak with you directly for security purposes.
  

  We were pleased to see that a **************** Supervisor was able to further assist you with a courtesy activation on April 1, 2024. At the end of this activation period, your card was automatically replaced via standard shipping to the address on file. Our records show that you can expect your new card to be delivered between April 7, 2024, and April 10, 2024.
  

  If we can answer any other questions about your smiONE card account, please dont hesitate to contact us. Our **************** Agents are here for you 24 hours a day at **************. You can also write to ** at P.O.Box 2489, **********, ** 30112. 
  

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

  Kind regards,
  

  The smiONE Team

*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. ↩