ComplaintsforSmartPay, LLC
Current Alerts For This Business
-Customers experiencing confusion regarding their service plan. Customers allege being provided with information that the service plan was included in the lease of their phone, but later finding that payments on the lease pertained only to the phone itself.
-Customers experiencing confusion regarding their contracts. Customers allege being provided with information about the payments required to pay off their phones, but later finding they owed more than indicated.
-Customers being inconsistently charged for payments on their accounts.
-Difficulties obtaining cell phone repairs.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Today 9/12/24 I received a text by a number that claims to be a debt collector for this company. It said "This is ******, a debt collector. We have an important message regarding your SMARTPAY LEASING LLC balance $443.23. If this is a mistake, report: ******************************* Reference #: ********** Call us at ************ or Self-service: ******************************* Reply STOP to opt-out" I have never heard of this before and have never borrowed money from the company they said I did. I am concerned thus is either a scam or that someone stole my identity. I have not clicked on any links. I tried to contact the Smartpay company directly through their website regarding this, but conveniently the chat disconnected after I gave some of my basic personal info with the companyBusiness response
09/24/2024
To Whom It May Concern:
We want to thank Ms. ******* ****** for contacting SmartPay regarding ID Theft/ Fraud. 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 Ms. ****** to discuss the details of the investigation. If the case is confirmed to be fraud, SmartPay will work with Ms. ****** to remove any information from her credit file associated with the matter.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
**** *** ***** *********** **** **********Initial Complaint
09/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Constantly harassing and charging my account before due date. Restricted my device before due date. Price has gone up way more than original agreement.Business response
09/23/2024
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 marked as Do Not Call, so *** ***** will no longer receive collection calls. The account is current with the next payment due on 10/07/2024. A review of the payment history found payments are due every 30 days in the amount of $38.07. The payment schedule from the Lease Agreement is as follows: 01/11/2024, 02/10/2024, 03/11/2024, 04/10/2024, 05/10/2024, 06/09/2024, 07/09/2024, 08/08/2024, 09/07/2024, 10/07/2024, 11/06/2024, 12/06/2024, 01/05/2025, 02/04/2025. The first and second payments were made on time. When the third payment was due on 3/11 the payment was attempted per the Lease Agreement. That payment failed and continued to fail each day until 4/04 when *** ***** spoke with an agent and made the payment. The forth payment was due on 4/10 and payment were again attempted until 4/14 when *** ***** called and made the payment. Payment #5 was due on 5/10 and wasn't made until 5/19. On 5/19 *** ***** requested 2 payments be applied to the account which were applied to the 5/10 and 6/09 payments. The next payment was due on 7/09 but not made until 7/13 after multiple attempts. Payment #8 was due on 8/08 but wasn't made until 8/12 and Payment #9 was due on 9/07 but not made until 9/15. When each payment is due the payment will be automatically attempted using the primary card on file. Each day the card will be attempted again until the payment is made. If payments aren't made on time the account can be restricted per the Lease Agreement. A copy of the Lease Agreement has also been attached for *** ***** review.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454Initial Complaint
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a phone from ******** **** on January 21, 2024. I paid for the phone with a credit card and paid for the phone in full. On August 24, 2024, my phone was shut off by ******** ****. When I called to find out what happened, ******** **** told me that Smart Pay had put a restriction on my phone and that I needed to call Smart Pay and get the problem cleared up before they could turn my phone back on. I called Smart Pay but in order to talk to someone you have to have an account and enter your account information. I don't have an acct with Smart Pay and never have. ******** **** said that Smart Pay thinks the phone is leased and that money is owed and that is why they put a restriction on the phone and turned it off. I have talked to ******** **** for the last 2 weeks and they have not been able to resovle this. Every time I call Smart Pay the automation asks for my acct information and there is no way to bypass the automation. I can't input acct information because I don't and never have had an acct with them. I will attach my credit card statement showing I have paid for the phone and the purchase from ******** ****. I have been without a cell phone for 2 weeks and am thankful I still have a land line.Initial Complaint
09/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
False advertising as seen the lease agreement was 24 months at 7.50 a month, However once I got to the leasing page they changed their agreement to less time at 67.80 a monthBusiness response
09/10/2024
To Whom It May Concern:
We want to thank *** ******* ******** for contacting SmartPay regarding lease terms. We understand that there is some confusion with the terms offered. We completed an investigation into the matter and advise as shown in he "Overview" screenshot the price of $7.50 does not include taxes or fees and is for well qualified customers. Final pricing for leases would be shown once the customer has entered all pertinent information into the system. The final qualifications would include all applicable fees and taxes. We currently have no active leases for *** ********, so we are unable to provide specifics.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454Customer response
09/10/2024
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.
Regards,
******* ********Initial Complaint
09/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have paid a hundred dollars I have notified this company by phone and email that they are not authorized to use my card for auto pay They continue to They have caused overdraft fees due to this I want them to stop auto charging my card I have been told noBusiness response
09/11/2024
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 we have closed the account as paid in full as a courtesy.
We sincerely apologize for any confusion regarding *** ************ lease with us.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454Customer response
09/13/2024
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. I would ask ,based on dealings that I have then put their claim as marked paid in full in writing and forward to me
Regards,
***** **********Initial Complaint
08/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
1st I cannot get a hold of an actual person when I called ALL the numbers for Smartpay. 2nd They automatically enrolled me in service plans auto pay without my consent 3rd Since April of 2024 my renewal date for service plans is getting earlier and earlier. It went from in April for the 13th of each month to the 10th in May , then to the 9th in June & July to the 8th of each month. Plus my payment date for the phone is getting earlier and earlier as well. They are ripping customers off!!Business response
09/04/2024
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 *** ********* Lease payments, per the Lease Agreement, were due every 30 days. This would result in the payment varying slightly each month. The Service Plan is also explained within the Lease Agreement. Per the Lease Agreement: "If you fail to make a payment on your service plan or the service plan is not topped up for any reason, then SmartPay will continue to debit your account until a successful debit occurs or you purchase a service plan on your own; therefore, your lease payment may occur on a separate date than your service plan." SmartPay receives notification from the Service Provider if a payment needs to be attempted. We do apologize *** ******* had difficulty reaching SmartPay Customer Support. According to the account *** ******* has paid off the lease, and it is now closed.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454Initial Complaint
08/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have leased a phone through smartpay and I have always paid $18.36 every month well they took out an extra $36.50 this month too and I didn't authorize them to I have been trying to get a hold of them. I want them to refund me my $36.50 and take auto pay off right now so they can't take out another $36.50 I will never do business with them again because I paid way more than I should have for the phone.Business response
08/29/2024
To Whom It May Concern:
We want to thank *** ******* ********* for contacting SmartPay regarding payments. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise we understand that *** ********* has questions about her Service Plan and or Service Plan Payments. Per the lease agreement, if a customer fails to make a payment on their service plan or the service plan is not topped up for any reason, then SmartPay will continue to debit the customer's account until a successful debit occurs or the customer purchases a service plan on their own.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454Initial Complaint
08/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
As of 02/2024 a debt has been added to my credit statement mentioning that I owe this smartpay company in the amount of $427. When I purchased this phone, not one time was leasing to own mentioned. I didn’t even know I had an account under this until today (8/20/2024). I have no idea why this collection is due when I’ve been with the service I’m with for 2-3 years and not one time does a representative mention anything about me owing. All the phone calls are recorded. I also do not have one email regarding a smartpay confirmation from this alleged debt. And there is no written signature from me. If this isn’t fixed soon, it will lead to future legal actions.Business response
08/29/2024
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 45236-0454Initial Complaint
08/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Smartpay has an automatic payment system in which they will deduct the amount that you owe each month on a set date. However, do not give me the option to pay early. Once they try a payment off one of your cards listed and are not able to complete it It locks the system up and will not allow you to pay using any of your saved cards. This lasts For typically 2 to 3 days. Long enough for your service to be shut off. This causes you to have to try to reach out to customer service. It is basically nonexistent to try to get the payment made if you are able to make the payment through the online system by stroke or genius or luck. Then you still have to try to reach out and contact them so that they can unlock your phone so that you may have service through your provider. I go through ***** ******** by ******* and have a grandfathered in plan. Every time they don’t take my payment and I get the issue resolved a smart pay then total by ******* tries to get me to switch over to their new plans, even though explain the situation to them, and I feel that the two companies are using this method to force people into taking more expensive single line plans by blocking options of payment and the ability to pay early on a single payment. This sort of lending feels very predatory. There’s also leaves me without phone service for three days out of every month that I have to like. Try to sit and correct the situation. Alone, I’ve made three calls to Smart pay one. I sat on the phone for an hour and a half waiting to speak with someone and then I got my payment to go through. Now that my payment is gone through, I have been trying to speak with someone to have them unlock my phone service so that ******* can, activate my phone on their end however, the three times I’ve called back. I’ve been put on hold given a survey and then hung up on each call taking about 40 minutes. I’ve never dealt with the company That has been as frustrating as this company.Business response
08/28/2024
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 per *** ******- ******** Lease Agreement, payments will be automatically withdrawn on her due dates. If these payments are processed per the Lease Agreement the device will never be disconnected. Since the payments are set for automatic withdraw we do not allow early payments through the website. If the payments do become past due this can result in disconnection. If disconnection happens the customer would need to contact Customer Support to make a payment and service can then be reconnected. We apologize *** ******- ****** has had issues contacting Customer Support, but if she lets the payments be withdrawn automatically she will not need to contact Customer Support.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454Business response
08/29/2024
To Whom It May Concern:
*** ******- ****** can contact Customer Support at ###-###-#### and one of our friendly agents would be happy to assist.
Customer Support Business Hours:
- Monday - Saturday 7:00 AM - 7:00 PM PST
- Sunday 7:00 AM - 5:00 PM PSTSincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, Ohio 45236-0454Initial Complaint
08/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I leased a I phone 15 from smart pay for approximately $37.89 for 18 months and elected to have a $45 phone service plan concurred with my lease agreement. My first 3 payments included my service plan, afterwards no service plan was added. For 3 months I have been paying for an additional $45 service plan. My lease has been breached and smart pay is getting over on consumers. Smart pay leasing **** headquarters.Business response
08/21/2024
To Whom It May Concern:
We want to thank *** ******* ******* for contacting SmartPay regarding her payments. We understand that there is some confusion with the terms and conditions of her lease. We completed an investigation into the matter and advise on 2/20/2024 *** ******* agreed to the terms of a lease with SmartPay. Those terms state *** ******* will make 18 payments of $87.25 every 30 days for the lease of the device. She also agreed to a Service Plan for $45. While the lease does state "concurrent" it explains that *** ******* purchased the Service Plan concurrent, or at the same time, with the leased device. It does not state the payments will be concurrent. SmartPay is responsible to initiate each Lease payment of $87.25 according to the dates set within the Lease Agreement. Due dates for the Lease Agreement are: 03/28/2024, 04/27/2024, 05/27/2024, 06/26/2024, 07/26/2024, 08/25/2024, 09/24/2024,
10/24/2024, 11/23/2024, 12/23/2024, 01/22/2025, 02/21/2025, 03/23/2025, 04/22/2025, 05/22/2025, 06/21/2025, 07/21/2025. 6 of the 18 payments have been made. For specifics concerning the Service Plan, *** ******* should refer to the "Automatic Airtime Purchase Agreement". It states that if the customer does not agree to ********** auto refill program SmartPay will attempt the Service Plan payment on behalf of the Service Provider (********).After reviewing *** ********* payment history with SmartPay, we found that we have only attempted lease payments for the device, and at no time have attempted Service Plan payments. Since SmartPay is not the Service Provider we would not be aware of the specifics of *** ********* Service Plan, but since we have not attempted any Service Plan payments on behalf of the Service Provider it could be assumed *** ******* has set up auto refill with ********. If she has not she would need to work with ******** directly in regards to Service Plan questions or concerns.
At this time, *** ********* account is current and does not have any restrictions in place. SmartPay has no record of any payments, except the agreed upon lease payment of $87.25, being attempted. No refund is due as the only payments SmartPay has taken were for the agreed upon lease for $87.25.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay
P.O. Box 36454
Cincinnati, **** 45236-0454
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Customer Complaints Summary
319 total complaints in the last 3 years.
94 complaints closed in the last 12 months.