Complaints

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:03/24/2025

  Type:Billing 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 to purchase a phone from this company. I never ordered or received any product from this company. The person who ordered it got an iphone 15. Not sure where or who it was delivered to but now creditors are trying to collect payment from me.

  Business Response

  Date: 04/06/2025

  To Whom It May Concern: 
  

  We want to thank *** **** ******** for contacting SmartPay regarding ID Theft. The Company has investigated this complaint and offers the following explanation: we have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review. If the Fraud team determines that there was potential ID theft, a case will be opened, and the fraud analyst assigned to the case will reach out to *** ******** to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with *** ******** to remove any information from her credit file associated with the matter. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:03/17/2025

  Type:Billing 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.

  Ill keep it short and sweet. I had to file a dispute with my bank from the beginning of my encounter with SmartPay. They messed an order up and refused to rectify it. I was granted my disputes and received my funds back. Now as of this last week they are attempting to withdrawal $750 from my account. This is where it becomes borderline illegal. There was no purchase or agreement on my end for anything at this absurd amount. My plan was for them to take $11 out of my account monthly for the lease of a phone. Currently my phone is locked until I pay at least $150. At this time I'm just done with them and have moved on to another provider.

  Customer Answer

  Date: 03/23/2025

  I do still have the phone however I cannot use it anymore because they put a lock on it through ***** wireless. The original price was $249. But I set up a payment plan which requires me to pay $7 a month. They keep trying to bill me for $150. I've only had the phone for a month and a half. I had to purchase a new phone and a new plan with a different.number. this alone has caused a lot of frustration and inconvenience. 

  Literally every day I wake up to a notice that I had a charge from them for the amount noted above. 

  When I try to contact them, they say they can't find my account. So I can't find a solution to this problem. Which is why I reached out to you. If you require more information, please let me know.

  Business Response

  Date: 04/15/2025

  To Whom It May Concern: 
  

  We want to thank *** ***** ********** for contacting SmartPay regarding his account. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise a lease was created through SmartPay with ***** Wireless on 12/30/2024. We would like to remind *** ********** that SmartPay is the lessor and does not determine any of the specifics of the lease terms, but simply administers those terms on behalf of ***** Wireless. This is a rental purchase transaction:
  - *** ********** will acquire ownership after 15 payments are made. No ownership until paid in full.
  - *** ********** can purchase the property for less under the early purchase option.
  - Our Purchase Price: $279.99
  - Scheduled Payment Amount for Leased Items: $35.22
  - Scheduled Payment Amount for Non-Leased Items: $0.00 + taxes & fees
  - Rental Period: 15 months
  - Payment Schedule: Every 30 days
  - Total of Payments: $528.30
  - Cost of Lease: $231.51
  

  An initial payment of $67.62 was taken to establish the lease. The device was shipped from ***** Wireless, so if there was a delay in receiving the device *** ********** should contact them directly. When *** ********** disputed the original charge that automatically put a hold on all payments until the dispute was resolved. Since payments weren't being made on the account a restriction would be placed on the account, resulting in the service being disconnected until the account was caught up. At the time, the dispute was closed the account was 3 payments behind, totaling $105.66. A payment in the amount of that past due balance was attempted each day until the next payment was due on 3/28/2025. The account was then 4 payments, totaling $140.88. Again the total of the past due balance was attempted each day and has not been brought current. 

  A copy of the Lease Agreement has been attached for *** ************ review.

  
  Sincerely, 
  

  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:02/24/2025

  Type:Billing 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 got an ****** on the smart pay lease plan. I returned the phone. My last payment was due on December 1. They have made several attempts with me to collect money, but the account states that I owe zero so I called and they said I didn’t know anything now I’m being sent to collections for zero.

  Business Response

  Date: 03/12/2025

  To Whom It May Concern: 
  

  We want to thank *** ****** ****** for contacting SmartPay regarding her account. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise the account is now closed and no further payments will be attempted. 
  

  We sincerely apologize for any confusion regarding *** ******** account.
  

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:02/04/2025

  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.

  The website to the business is unavailable. Can’t look at billing. What I owe or pay. They have you go through hoops with personal info and then there is no site to get too I can’t even obtain my account number.

  Business Response

  Date: 02/24/2025

  To Whom It May Concern: 
  

  We want to thank Ms. ******* ******* for contacting SmartPay regarding her account. We understand that there is some confusion with her lease. We completed an investigation into the matter and advise we were able to work with our Product Support Team and correct the issue with Ms. ******* account. She should now have online access and if she needs assistance from the Customer Support Team they will also have access to the account to assist.
  

  We sincerely apologize for any issues this may have caused.

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box ***** 
  *********** **** ********** 

• Initial Complaint

  Date:02/01/2025

  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.

  I decided to upgrade my cell phone through ******** **** from ******* to *****. While shopping I noticed the Smart Pay lease option. After being approved for 450.00 through Smart Pay. I decided to purchase an * ***** **. As I was filling out the lease agreement. Smart Pay makes you agree to a monthly cell phone plan through ******** **** as well. Believing I needed to pay for a cell plan. I added a Silver plan through my cell carrier ******** ****. Totaling $99.15 on January 20th 2025. They also offer an overnight delivery at an extra fee. I opted for the overnight delivery, but since Monday the 20th of January was a national holiday. I was expecting my phone Wednesday the 22nd of January. No later than Thursday January 23rd. After finishing the online lease. I received a copy of my lease via email. However I never received a confirmation number of the sale. Tuesday the 21st of January I called Smart Pay with my concerns, and was informed the processing time could take 3 business days. It's been over a week. I've talked to Smart Pay several times as well as ******** ****. I finally called Wednesday the 29th to cancel the order and was told it takes 3 days to process. I called Friday to make sure the cancellation was processed and was told it got escalated because no one has responded to them. I called ******** **** who informed me they never received anything from Smart Pay regarding my cancellation request. Im changing cell service providers, banking companies, and contacting you at the BBB in hopes this never happens to anyone else. There is no way to edit or delete your banking information on Smart Pays website. I'm anxious and extremely upset. I just want my refund and this lease to be canceled as soon as possible. I've been lied to and told several stories pertaining this interaction and I can't trust or believe anyone anymore with either company.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern: 
  

  We want to thank *** *********** ******** for contacting SmartPay regarding his order. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise a full return was processed on 2/04/2025 and a refund was issued in the amount of $99.15 to the original form of payment.
  

  We sincerely apologize for any confusion regarding the lease processing time.
  

  Sincerely, 
  

  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:01/11/2025

  Type:Billing 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.

  Never heard of or entered a contract with smart pay yet they reported to ******* a payment was missed. Called the customer service department and they advised they have no record of me. Phone still can’t be activated. They refuse to contact ******* to remedy their mistake.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern: 
  

  We want to thank Ms. ****** ******** for contacting SmartPay regarding Her device. We completed an investigation into the matter and advise we provided this complaint to StraightTalk and ask that they reach out the Ms. ******** to attempt to resolve the problem. According to StraightTalk they were unable to get in contact with Ms. ******** at the provided phone number. We suggest Ms. ******** reach out to StraightTalk directly.
  

  We sincerely apologize for any confusion regarding this issue.
  

  Sincerely, 
  

  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box ***** 
  Cincinnati, Ohio ********** 

• Initial Complaint

  Date:01/06/2025

  Type:Billing 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.

  Paid my monthly payment for January SmartPay had cut off my service and hasn’t restored it despite the monthly payment being paid wouldn’t recommend to anyone, customer service is impossible to reach. On top of all that my payment date has been pushed back so it won’t even be another full 30 days until my next payment

  Business Response

  Date: 01/14/2025

  To Whom It May Concern: 
  

  We want to thank Mr. ***** ***** for contacting SmartPay regarding service disconnection. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise our records show that Mr. ***** was able to resolve this concern with our Customer Support team on 1/06/2025. One of our agents made a three way call with Mr. ***** and TracFone to resolve this issue. If he feels that this is not the case, please contact Customer Support by calling ###-###-####, and one of our friendly agents will be able to assist Mr. *****. 
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box ***** 
  *********** **** ********** 

• Initial Complaint

  Date:01/05/2025

  Type:Billing 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 received a letter from a collection agency stating that I owe $1,653 for the ****** ** *** that was purchased on 9/31/24. The model that they claim I bought costs $900 at *******. Never heard of this company before, typically businesses send you bills or call you before escalating to a collection agency. A lot of reviewers also mention that they are getting letters from collection agencies for the phones that were purchased with stolen data and SmartLease has their own fraud investigation team. This is not accurate as no hacker would go on a shopping spree buying an ****** with your credit card. All the phones are traceable with serial, and it can be easily located and disabled by ***** or law enforcement.

  Business Response

  Date: 01/07/2025

  To Whom It May Concern: 
  

  We want to thank *** ******* ******** for contacting SmartPay regarding ID Theft. The Company has investigated this complaint and offers the following explanation: we have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review. If the Fraud team determines that there was potential ID theft, a case will be opened, and the fraud analyst assigned to the case will reach out to *** ******** to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with *** ******** to remove any information from his/her credit file associated with the matter. 
  

  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box 36454 
  Cincinnati, Ohio 45236-0454 

• Initial Complaint

  Date:12/02/2024

  Type:Billing 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 purchased my phone on 10/29/2024. My due date was 11/28/2024 for $44. I paid the balance & I still have no service. I tried to add service through my service provider & its telling me in airport pin. Ive mever had that issue before. I also camt receive text unless on wifi because my account is restricted. My service provider cant help me & Smart Pay is impossible to get ahold of. As im typing this right now ive been on hold for 30 minutes. I need my phone and they dont seem to care.

  Business Response

  Date: 12/12/2024

  To Whom It May Concern: 
  

  We want to thank Mr. ******** ***** for contacting SmartPay regarding his account. We understand that there is some confusion with the terms and conditions of his lease. We completed an investigation into the matter and advise we apologize for the long hold time. We reviewed Mr. *****'s account and found the first payment was due on 11/20/2024 , in the amount of 43.61. Attempts to withdraw the payment were processed on 11/20, 11/21, 11/22, 11/23, 11/24, 11/25, 11/26, 11/27, 11/28, 11/29 and 11/30. At that time, due to nonpayment the service was restricted per the Lease Agreement. On 11/30, Mr. ***** called into Customer Support and added a new card and the payment processed successfully. The successful payment removed any restriction on the account. To prevent service interruptions, Mr. ***** is required to make his scheduled service plan payments on time. We conveniently offer a variety of payment methods to best serve our consumers. To discuss the options, or update a payment method, please contact Customer Support by calling ************ and one of our friendly agents will be able to assist.                                                     
  
  Sincerely, 
  Customer Advocacy Team 
  Corporate Offices of SmartPay 
  P.O. Box ***** 
  *********** **** ********** 

• Initial Complaint

  Date:11/24/2024

  Type:Billing 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 using Smart Pay leasing for a few months now and I've always had an issue with billing. They never take the money out, I have to manually do it and I have to do it in 2 to 3 separate payments each day. This last time, I did almost the full amount except .04 cents and I was just gonna pay that off next day. Its been 4 days and they refuse to take the 4 cents or more so they turned off mt service. They need to take my payment or I want a full refund so I can go somewhere else.

  Business Response

  Date: 12/06/2024

  To Whom It May Concern:

  
  Thank you for reaching out on behalf of Ms. ****** regarding his lease with SmartPay. We appreciate the opportunity to address her concerns related to her lease payments.
  After a comprehensive investigation, we can confirm that SmartPay has attempted to collect Ms. ******’s payments as agreed upon, and our records show some of the payments have failed due to insufficient funds. While we understand this may be frustrating, the outcomes of these payment attempts are beyond SmartPay’s control. We recommend Ms. ****** check her bank account to ensure the funds are available before her due date to ensure her future payments are successful.
  

  Furthermore, our records indicate that Ms. ****** has a service plan with ******** ****. If a customer’s service plan lapses, in accordance with the lease agreement, SmartPay attempts to collect the past-due payment on ******** ****’s behalf as a courtesy. However, SmartPay does not have the ability to disconnect service if the customer fails to make their service plan payment. For any questions or concerns regarding her service plan, Ms. ****** should contact ******** **** directly.
  

  Our records show that Ms. , and our team will provide the necessary assistance.
  Thank you again for the opportunity to assist.
  
  Sincerely,  
  
  Customer Advocacy Team  
  Corporate Offices of SmartPay  
  P.O. Box *****  
  Cincinnati, Ohio *********