ComplaintsforSMI Card Services, LLC

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SmiOne Card services breaches sensitive information from my account 2-3 times a year resulting in credit and financial identity theft and fraudulent charges. They must be investigated. They allow too much information to be breached.

  

  Business response

  06/09/2022

  smiONE values all feedback from our customers and we appreciate you taking the time to share your experience. We have investigated your concerns regarding possible breaches in sensitive information and fraudulent charges.
  Fortunately, we were able to speak with you on June 8, 2022,and assisted you with filing an appeal. You will be notified of our findings within 3 business days of completing the investigation. We appreciate your patience and understanding.
  If you have any additional questions about your smiONE Card Account or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************, or you can write to ** at ***********************************************. Please note, the smiONE Dispute Team is happy to assist you with any dispute related concerns Monday- Friday from 7:00 AM- 8:00 PM CST/ 8:00 AM- 9:00 PM EST.
  We look forward to serving you in the future!
  Sincerely,
  The smiONE Team

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been filing an appeal for months now they first gave me what was stolen from me then they said there was no error because I activated the other cards with the same phone number I have now which is not true clearly it has it in discovery pkgs what number or numbers the cards were activated with. No where near as the same number as mine. I didn't purchase these items or withdraw money me personally but Itvwas my now dead niece. She only had my info because it was stolen from me while I was in prison. I want the error removed and paid for what is still owed to me. I e explained each and every time I talk to these ppl and they somehow think it was me who gave away my information I e turned in police reports and police say that since the person of interest is dead there is nothing they can do. Please help me get what is rightfully mine. I will not stop appealing this till I get my money.

  

  Business response

  06/09/2022

  Thank you for sharing your recent experience with smiONE. We value your feedback and have looked into the concerns you expressed regarding multiple dispute outcomes.
  Our records show that the smiONE Dispute Team has been in close contact with you, and your claims were re-opened. You will be notified of our findings within 3 business days of completing the investigation. We appreciate your patience and understanding.
  If you have any additional questions about your smiONE Card Account or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************. Please note, the smiONE Dispute Team is happy to assist you with any dispute related concerns Monday- Friday from 7:00 AM- 8:00 PM CST/ 8:00 AM- 9:00 PM EST. You can also write to ** at ****************************************************** look forward to serving you in the future!
  Sincerely,
  The smiONE Team

  Customer response

  06/14/2022

   
  Complaint: 17290517
  
  I am rejecting this response because: they already denied me yesterday. The 13th is when I spoke to someone and she said the reason for this was because I have been using the same number then she said because there was 6 different numbers and that I probably asked the prison to let me use their phone. That is a big funny joke considering the fact that it does not work like that in prison. Please tell them to look at the **** numbers on the different numbers that called them they will know it was not me!!!! Do no I do not accept and I'm appealing it again over and over until I get what was took from 
  Me and my children.
  Sincerely,
  
  *************************

  

  Business response

  06/23/2022

  smiONE appreciates your patience as we continue to investigate your concerns. We anticipate having an update for you within the next 2-3 business days and will notify you of our findings, promptly. In the meantime, if you have any questions about your smiONE Card Account or wish to discuss your concerns further, please give us a call using the phone number on the back of your smiONE Card.
  Sincerely,
  The smiONE Team

  Customer response

  06/29/2022

   
  Complaint: 17290517
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  06/29/2022

  I am not accepting this because of the fact that I was in prison I told them from the beginning of my dispute back in March 23 2022 that when I got locked up I had my now deceased niece living with me I had no control of who did what with my stuff I explained that my cell phone was stolen she then died may 10 2022 her boyfriend kept my phone my cards and kept using them he then went to my nieces mother's house and said he was skipping town to clear his mind and that he was gonna give her the phone that it hurts his poor heart to keep it I had mentioned to her mother that I needed a phone she then called me one day and said that her daughters boyfriend dropped off a phone and I'm more than welcomed to get it I did not know this was the same phone I had that they were making all these transactions. I had no control of who did what where when with who I was in prison. If they had sent me the call log activity when I first asked for it I wouldn't we would not be going thru all this mess. So I want what was rightfully mine and my family. I have called the called several people I've made reports to fdic to the identity theft people I've called credit bureaus I've did everything on my part to prove this was not me I will have to get a lawyer next even if I can't afford one because I know and my God knows I'm telling the honest to God truth 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  April 17, 2018 to May 13, 2020 is how long I was locked up in prison, so therefore had no access to internet to phones much less a credit/debit or any card. So recently I found out that in those 2 years and 2 months I was locked up that I was indeed receiving child support over $11,000 to $13,000 and also in which I had no access to. I have reported this because at the time I first got locked up my now dead niece stole all my belongings purse, id,social security cards, and my phone. She had access to everything that I had written down in my journal with information from smione from my old acct with **** of America cash app Venmo and varo accounts. And since my niece did live with me that is the only reason she stole everything. I had no control over that so I reported to police but they said can't do much if the person of interest is dead. So smione gave me back a lil over 7 thousand dollars back then I got an email that I need to pay all that money back bcuz they found no error. Umm excuse me how is that if I had no money in prison and that they will not be paying me the remainder of my money. I've sent in my parole release papers stating clearly when I got locked up and when I got out. Also the papers from the actual unit(prison) I was in and also the police report. Now I keep appealing it over and over and quickly they deny me still saying I have to pay back what they gave me. I don't know how else to prove to them that my late niece was the one responsible. She even changed my number my email address the address to where I lived. I had no control of her or anything outside of prison that was going on. Please help me get my money that belongs to my kids.

  

  Business response

  05/20/2022

  Thank you for sharing your recent experience with smiONE. We value your feedback and have looked into the concerns you expressed regarding multiple dispute outcomes.
  Our records show that the smiONE Dispute Team has been in close contact with you, and your claims were re-opened. You will be notified of our findings within 3 business days of completing the investigation. We appreciate your patience and understanding.
  If you have any additional questions about your smiONE Card Account or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************. Please note, the smiONE Dispute Team is happy to assist you with any dispute related concerns Monday- Friday from 7:00 AM- 8:00 PM CST/ 8:00 AM- 9:00 PM EST. You can also write to us at ****************************************************** look forward to serving you in the future!
  Sincerely,
  The smiONE Team

  Customer response

  05/20/2022

   
  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

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My child support gets deposited onto this card, I have my card, it doesn't expire for 2 years, and I'm unable to access funds because the card is now canceled? I have made no reports on the card, we need the funds to survive, and smione offers ZERO online help, only responding to emails with a phone number, but nothing else. There is something seriously wrong with canceling someone's access to their money without notice or reason

  

  Business response

  04/08/2022

  Thank you for taking the time to share your recent experience with smiONE. We have reviewed your concerns regarding the cancellation of your card and have attempted to contact you at the phone number on file. Unfortunately, we have been unable to speak with you. Here is some information that *** help to alleviate your concerns. 
  smiONE is committed to protecting our customers from fraud. One of the many ways our fraud prevention program does this is by utilizing special algorithms to help us monitor, detect, and prevent fraudulent activity. On March 25, 2022, we reached out to you at the email address on file to address such a concern. Our records show that we were able to verify the transaction with you on April 6, 2022, and your smiONE Card was reactivated. We apologize for any inconvenience and hope you can understand our efforts to protect your account. 
  If you have any additional questions or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************. You can also write to us at ***************************************** 30112.
  Sincerely,
  The smiONE Team

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Per the card holder agreement authorization hold are to last 7 days or less. When I use this card to purchase groceries for pickup, often there are items that are out of stock or items that are weight based so ******* puts a hold on the card for an amount higher than what the total ends up actually being. The difference between the two amounts always takes a minimum of 2 weeks to be returned to my account. I will se a pending charge for the pre authorized amount, and then exactly 7 days later the completed charge from ******* will go through. Then the difference is left in the pending column with an entirely new transaction date allowing them to hold these additional funds for another 7 days. They are currently holding in my pending area $23.03 which was from shopping I did on March 1st, and $53.03 which was for shopping done on March 7th. I have called to complain about this practice and have been told it is on *******s end and not theirs however this does not happen when I use a different card, the pending funds are returned at the same time the true charge is sent from *******.

  

  Business response

  03/18/2022

  Thank you for taking the time to share your recent experience with smiONE. We have investigated your concerns regarding preauthorization holds and wanted to share some information with you that *** alleviate these concerns.
  We have made several attempts to contact you at the phone number on file, but we have been unable to speak with you directly to reach a satisfactory resolution. If you would like to discuss your concerns further, please contact us at **************. If needed, the smiONE Dispute Team is available and happy to assist you Monday- Friday 8:00am-9:00pm EST/ 7:00am- 8:00pm CST.
  We look forward to serving you in the future!
  Sincerely,
  The smiONE Team.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been dealing with disputing fraudulent charges on my smiONE account since Nov 2021. My claim keeps getting closed out with the fraud department claiming since I had the card in my possession, I knew about the charges. This is unacceptable do they not know that hackers can gain card information by other means without having the card?! I had my account wiped out by about $4,000 and for them to do nothing about it is ridiculous. This is the second time my account was compromised with them and this issue has still not been resolved. Its frustrating to see other people have has similar issues with smiONE disputing claims. They need to reevaluate their fraud department if this is truly the case. I just want to know I am banking with a bank that has my best interest at heart and is going to do what they need to make things right. I understand these things happen but we expect them to take care of their customers when issues like these arise. I provided proof that even after my dispute was made and I got a new card the person was STILL trying to make transactions on the old account! They are allowing someone to get away with wiping my account clean and when I get a phone call from my sons school stating my payment had not gone through then finding out my account was cleaned out is horrifying. I really hope the fraud department can resolve my issue because Id rather not have to go to court for this but If I have to I will.

  

  Business response

  02/15/2022

  Thank you for taking the time to share your recent experience with smiONE. We have investigated your concerns regarding a recent dispute and would like to share some information with you.
  Our records show that you called the smiONE ************** on January 19, 2022 and on February 10, 2022, for an update on your dispute and appeal. During each call, an smiONE Dispute Agent reviewed the dispute findings with you and provided the next available resolution options for your consideration. If you would like to discuss the details of the resolution,please contact us at **************. The smiONE Dispute Team is available and happy to assist you Monday- Friday 8:00am-9:00pm/ 7:00am- 8:00pm CST.
  We look forward to serving you in the future!
  Sincerely,
  The smiONE Team

  Customer response

  02/17/2022

   
  Complaint: 16752403
  
  I am rejecting this response because: Yes I did call on those two days to check my status. I had to submit another appeal because the resolution was still not acceptable. Nothing was done about my funds being taken from me and there has still not been ANY resolution. I was contacted on Feb 10 to which I called back and had to explain in detail my proof for my appeal. The agent then told me that she would continue to look into things and if needed more information from me she would contact me. So no this has still not been resolved and its been since Nov. 2021 on which I have had to send in my appeal twice. The person who had my card information was making these outrageous purchases when I had my card and I myself was making purchases as well and I have explained which purchases were made by me and which ones were not were not mine from the month of Aug 2021. I am being truthful and honest on my part and I would greatly appreciate if my disputed charges would be refunded to me. The excuse that " these purchases were made when I had the card on my person" is not acceptable. People have ways of gaining card information that's why its called fraud. They do not necessarily have to have the physical card. A lot of those purchases were online charges and from different states. I will remain hopeful that the agent who last contacted me can get things sorted out without me having to do another appeal. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/22/2022

  Our records show that we spoke with you directly on February 15, 2022, to address your concerns regarding an appeal claim. The Agent clarified the details of your case and forwarded this information to the appropriate parties. Your appeal is currently in progress, and we will notify you of the findings within 3 business days of concluding the investigation.
  If you have any additional questions or wish to discuss your concerns in greater detail, our agents are available 24 hours a day at **************.You can also write to us at ***********************************************. As a reminder,the smiONE Dispute Team is available and happy to assist you with any dispute related inquiries Monday- Friday 8:00am-9:00pm/ 7:00am- 8:00pm CST.
  We look forward to serving you in the future!
  Sincerely,
  The smiONE Team

  Customer response

  02/24/2022

   
  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. This dispute is still not resolved but in the meantime I will wait for their response on my appeal in hopes that this will be taken care of.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction is 01/15/2022. The business charged my card without permission.

  

  Business response

  01/20/2022

  Thank you for sharing your recent experience with smiONE.
  Our records show that we were able to speak with you directly to resolve your concerns on January 13, 2022. If you would like to discuss the details of the resolution, please contact us at **************. Our agents are always available and happy to assist you with your needs. For dispute related questions, the smiONE Dispute Team is available Monday Friday, 7:00 AM to 8:00 PM CST or 8:00 AM to 9:00 PM EST
  We look forward to serving you in the future!
  Sincerely,
  The smiONE Team

• Initial Complaint

  01/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  smiOne has made me jump through hoops to obtain my monies that were fraudulently taken from my account as a card that was reported stolen back in September was used at the end of December. I first had to file the dispute, then I had to request the monies under extenuating circumstances, today I was told the monies would be on my account by 8pm today and they were not. I called back around 8:30pm and was told there were no notes on my account saying I was to receive this. After speaking with the disputes agent I suddenly received an email stating the investigation was complete and there was no error with the transactions. I provided the police phone #, officer, and case # for this issue. I can prove my daughter was at home over 400 miles away from where the card was used. We have Life360 and other means of showing her locations. People depend on the money from these cards and it is a shame that we are put through the ringer like this. I did a ****** search and found many people with the same problem I am facing. I think it might be time to pursue legal actions because this are some shady dealings with them. I want all my money returned to be and I want additional funds provided to me for the h*** they have put me and my daughter through.

  

  Business response

  01/14/2022

  Thank you for sharing your experience with smiONE. We have investigated your concerns regarding a recent dispute and wanted to share some information with you.
  We attempted to contact you at the phone number on file to address your concerns, directly. Unfortunately, we have not been able to reach you. Our records show that the issue you reported was resolved on January 13, 2022.If you would like to discuss the details of the resolution, please contact us at **************.
  We look forward to serving you in the future!
  Sincerely,
  The smiONE Team

  Customer response

  01/18/2022

   
  Better Business Bureau:
  
  I acknowledge the dispute was finally resolved on the 13th of January.  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

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/29/21 I am trying to call to order a new card because mine is no longer working and, I never received replacement but, I am not able to access customer support because no one is coming to the line. Ive also emailed and set up support case

  

  Business response

  12/07/2021

  Thank you for taking the time to share your recent experience with smiONE. We have investigated your concerns regarding the difficulty you experienced when you attempted to order a new smiONE card.
  On November 29, 2021, the smiONE ************** experienced an abnormally high call volume. We sincerely apologize for any inconvenience this caused you. Our records show that we were able to speak with you directly to resolve your concerns on November 30, 2021.
  Should you have any additional questions, please give us a call at **************. Our agents are always available and are happy to assist you with your needs. We look forward to serving you in the future!
  Sincerely,
  The smiONE Team

• Initial Complaint

  11/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a new card which I did not request but I am assuming it was sent because it has the tap to pay option on it. I tried to activate it and the number is not a valid card number. I have tried to call them using the customer service option but you need a card number which their system is not recognizing to do anything with them. I now have a new card that I cannot use or even check the balance.

  

  Business response

  11/24/2021

  Thank you for sharing your recent experience with smiONE. We have investigated your concerns regarding a new smiONE card you received.
  
  It appears that an smiONE Agent was able to assist you and resolve the issue on November 22, 2021.
  
  Should you have any additional questions, please give us a call at **************. Our agents are always available and are happy to assist you with your needs. We look forward to serving you in the future!
  
  Sincerely,
  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. ↩