ComplaintsforSmartPay, LLC

• Initial Complaint

  01/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did a lease-to-own option with Smart Pay Leasing LLC but in March of 2021. I make payments faithfully from March of 2021 until September of 2021. Around August of 2021, strange things started to happen to my account. My original payments started at $54.58. I paid this amount on the following dates of 2021: 3/26, 5/3, 6/3, & 7/2. When I went to make my payment in August of 2021, I noticed a decrease in the amount of the payment and the terms of my lease had changed. The new payment amount starting in August was $50.34. At this point, I placed a call to Smart Pay Leasing LLC to ask why the terms of my lease had changed and the monthly payment. The representative that I spoke with tried to find out but was unable to while we were on the phone. She stated that she would do some research and that someone would contact me soon. After a few days of no return call, I tried to contact them again but was never able to talk to anyone. When it came time to make my payment for October, I was unable to. My account had been deactivated. I have attached what my account looked like in August and still looks like today. Smart pay leasing would always send me email reminders about my payments, but all communication with smart pay stopped once I question the changed lease. Now they have not only reported this to the credit bureaus, but they have also given my account to another company called: Security Credit Services, LLC. This was stated in an email a few days ago from a company called Halsted Financial Services. The original price of the phone was $449, but they are claiming that I still owe $389.00. I made 6 payments from March to September (documentation below) so I do not believe that I owe the amount that they are claiming. I do not have access to the original lease due to damage to the computer that was saved on, and I am unable to retrieve any information from it. I do have a copy of the second lease that was changed without my knowledge.

  Business response

  01/07/2022

  Hello,

   

  After further investigation, the account was sent to collections due to non payment. The payment amount changes the customer mentions is due to the service plan being removed from the account. Therefor, no further investigation is needed on this account. 

   

  Thank You!

  Customer response

  01/07/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ****

  My reason for rejecting Smart Pay Leasing LLC's response is because they made it impossible for me to continue to make the payments.  I always made my payment online, and if you look at the items I sent to you, you will see that Smart Pay Leasing LLC has made it impossible for me to continue to make any payments.  They are the ones who made not only changes to my lease with our my knowledge, but my account as well.    

  Business response

  03/16/2022

  Hello,
  
  After further investigation, the account was sent to collections due to non payment. The payment amount changes the customer mentions is due to the service plan being removed from the account. Therefor, no further investigation is needed on this account. 
  
  Thank You!

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted smart pay multiple times about the phone i recieved from them that stopped working the same week i recieved it and they have taken out payments after i told them i was returning it and to stop taking money from my account

  Business response

  01/10/2022

  Hello,

  After further review the customer has yet to return the device to SmartPay. Per terms of the lease, the customer is responsible for payments until the return has been completed. At this time a refund is unfortunately not owed.

   

  Thank You!

  Customer response

  01/10/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  I have asked multiple times to return the defected item , it has not worked but a week after i recieved it and made multiple complaints to replace the item or retutn it abd smart pay continues to take out patments after i have removed permission
  Regards,
  
  
  ****** *******
  
  

  Business response

  03/16/2022

  Hello,
  

  After further review the customer has yet to return the device to SmartPay. Per terms of the lease, the customer is responsible for payments until the return has been completed. At this time a refund is unfortunately not owed.
  
  Thank You!

  Business response

  04/21/2022

  We apologize for any inconvenience that you may have experienced. if you would like to return your device you may contact out Customer Service at ###-###-#### to obtain a shipping label for your return. If you do not wish to use our shipping label you may return your device to 

  SmartPay Leasing, LLC 

  7755 Montgomery Rd. 

  Suite 500 

  Cincinnati, OH 45236

   

  If you are returning an Android device, please make sure it is unlocked and you have removed your ****** account and ******* account  from your device.
  
  
  **To Sign Out of your ****** Account:**
  
  
  1. Tap Settings > ******. Scroll down and tap **Sign Out**. In iOS 7 or earlier, tap **Delete Account**.
  2. Tap **Sign Out** again, then tap **Delete from My ******** and enter your password.
  3. Go back to Settings and tap **General > Reset> Erase All Content and Settings**. If you turned on Find My ******, you might need to enter your ***** ID and password.
  4. If asked for your device passcode or Restrictions passcode, enter it. then tap **Erase** [device].
  
  
  **VERY IMPORTANT! PLEASE READ:** *If the device is still linked to your ****** account when we receive it, we will be unable to process the return.*
  
  
  After we receive the items in the mail, we will send you an email to confirm that your lease purchase agreement has been cancelled. (If it is a partial return, we will adjust your future lease payments to reflect the remaining items leased.) This usually takes 10-15 days to process once the items are shipped.
  
  
  If your phone is damaged or not unlocked, and you haven’t purchased insurance from your carrier, you will be responsible for one of the following (the lesser amount):
  • **Fair market value** of the phone depending on its condition when received by SmartPay
  • Remaining Rent Owed
  
  
  Note: **If you return your items to SmartPay, you will not be refunded any lease payments, as they are considered part of your SmartPay lease purchase plan.**
  
  
  You can view your SmartPay account information, including your payment dates and Terms & Conditions, by logging into your dashboard at https://home.smartpaylease.com/login. For further questions, contact us at ###-###-#### or visit SmartPayLease.com/help.

  Customer response

  04/25/2022

  Better Business Bureau:never sent me anything to return non working phone
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  
  ****** *******
  
  

  Business response

  05/02/2022

  Hello,

  After further review the customer has yet to return the device to SmartPay. Per terms of the lease, the customer is responsible for payments until the return has been completed. At this time a refund is unfortunately not owed.

  If you would like to return your device you may contact out Customer Service at ###-###-#### to obtain a shipping label for your return. If you do not wish to use our shipping label you may return your device to

  
  SmartPay Leasing, LLC
  7755 Montgomery Rd.
  Suite 500
  Cincinnati, OH 45236

   

  Thank you.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a call one morning from smart pay letting me know my payment had not been received. In apologized and said i haven’t realized I know longer had Auto draft on. I asked if I could make payment on January 7,2022 because i no longer had the funds due to having COVID and not being able to work. They asked if i could make partial pay. I said no. They said they would put it as promise to pay. The next day and the day after that they then charged my card without my consent twice! For two separate partial payments. When i called to see about getting refund since they over drafted me and i was charged two over draft fees of $35, they could care less and said they wont refund it Bc the payment was due to them. I understand the payment being due. I had every intention of paying it plus the January bill on January 7, when the January bill was not even due until later in the month. This company charged me without consent and continues to do it. They refuse to take my payment method off file. Bunch of crooks.

  Business response

  01/05/2022

  Thank you for bringing this matter to our attention. We have reviewed the details you provided, and researched the account history for your lease. Your lease with SmartPay Leasing, LLC (“SmartPay”) originated on July 13, 202w. As set forth in your lease, you agreed to make 11 payments in the amount of $161.72 for the leased merchandise. As set forth in Section 4 of your lease agreement, your periodic payments for the leased merchandise were scheduled on a monthly basis in the amount of $161.72. See attachment for specific language.  Our records reflect that you made 6 of 11 payments to date in accordance with your lease agreement.  Our records do not show any overpayment. If you have questions regarding your method of payment on file, please reach out to our Customer Service Department at [email protected] or ###-###-#### . Thank you.

   

   

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I returned a phone pertaining to the lease with this company. I never received an equivalent replacement phone. I was assured that I would no longer be billed since I no long have the phone pertaining to my lease in my possession. On December 29, 2021 I was billed $13.50 for this phone that I do not have. I called SmartPay and they gave me the run around about being refunded for this payment. I have the tracking number from UPS to prove that I sent this phone back.

  Business response

  01/06/2022

  Hello,

   

  We appreciate your patience! After further investigation we have closed the customer's account and issued a refund as ******** has received the returned device.

   

  Thank You!

  Customer Support 

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I began a smart pay contract with this company almost 4 months ago. I leased a Samsung Note 8. I have sent numerous emails explaining to Smart pay that the phone they sent me will not update and has no option to and because of this the apps will not work properly or will not work at all. I am unable to use the phone as it is advertised, and I have asked for them to simply send me a replacement phone because it's not damaged, it's detective but theyvwont do anything.

  Business response

  12/27/2021

  Thank you for your message. We apologize for any inconvenience. We have reviewed the details you provided and researched your account. Your account does not have a protection plan; therefore, we cannot assist with filing a claim for a new device.  As your leasing option, we cannot provide an exchange for your device. You would need to contact the merchant who supplied your device, Quality One Wireless. We also suggest contacting your device's manufacturer as the problems you are experiencing may be related to a manufacturing issue. Please reach out to our Customer Service Department at ************************* or ###-###-#### if you need assistance with contacting the manufacturer or Quality One Wireless. Thank you.

  Business response

  01/11/2022

  Thank you for bringing this matter to our attention. SmartPay is constantly striving to improve upon the customer experience and we are sincerely sorry for your experience or any confusion surrounding your lease agreement with SmartPay. Please reach out to SmartPay's customer service department ************************* or ************ for instructions on the returns process.  

  Customer response

  01/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will be contacting them as instructed so I can return the phone. Thank you. 

   

  Regards,
  
  ******* *******
  

• Initial Complaint

  12/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approx 3 months ago I purchased Samsung A32 cell phone thru SmartPay leasing. StraightTalk was my coverage provider. The phone they sent me was good for about 2 weeks, after that nothing but problems. Phone shutting off and on. Screen go in and out. Screen would go all snowy like when your TV goes. I called smartpay on 2 occasions, both times told they wouldn't help me bcuz I damaged the phone and have no insurance on phone. First of all, this phone was never dropped or got wet. I'm very careful with my cell phones. Second, I was never offered insurance by SmartPay when I leased the phone. Because SmartPay wouldn't help me, I contacted straighttalk and their techs basically help me put bandaid on it. The phone finally crashed about week ago. Completely shut off and can't turn it back on. It went snowy then gone. All my personal info lost, pics, etc. I couldn't access any of it. It also caused my Google acct to become messed up. I had to start new email, etc. I just lost my husband to covid. All my personal info regarding him, his funeral, and last pics lost. I've had to switch to new phone company and buy new phone. All I want from smartpay is for them to terminate my lease and stop charging me for lease. They told me to send phone back, which I am. I don't feel comfortable doing that bcuz all my info on it. They want to charge me a damaged fee, but I didn't damage this phone. I shouldn't have to pay a damage fee. They're getting phone back. Just cancel my lease and don't charge me for damage fee. I'm currently homeless living with somebody. I list everything when hubby died.

  Business response

  12/29/2021

  Thank you for your message. We apologize for any inconvenience. We have reviewed the details you provided and researched your account. Your account does not have a protection plan; therefore, we cannot assist with filing a claim for a new device. We suggest contacting your device's manufacturer as the problems you are experiencing may be related to a manufacturing issue. However, If the device is returned to SmartPay and the damage appears to not be of fault of the customer, a damage fee will not be charged. Please reach out to our Customer Service Department at ************************* or ###-###-#### if you need assistance. Thank you.

  Customer response

  01/28/2022

  ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ****

  Consumer contacted BBB on 1-11-22 and indicated that she is not satisfied with their response, they do not answer emails at all, only time they respond is when you contact them, phone was returned undamaged by me on Friday via Fedex. They have not contacted her if it was received or what damages they see, have they rcvd the phone, they haven't contacted if they would shut the lease off, are they going to cancel asap, and what kind of damages are we talking about and how long is this going to take? She indicates she doesn't think it is fair taking they are taking $25 out of account for a lease she doesn't have.

  Business response

  02/02/2022

  Thank you for your message. We apologize for any inconvenience. Upon receipt of your complaint, SmartPay's customer service department reached out to you to discuss this matter. Based on such discussion, it is our understanding this complaint has been resolved. Thanks for your cooperation in resolving this matter. 

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Smartpay Leasing, LLC sending fake collection letters trying to Scam innocent people out of money.

  Business response

  12/07/2021

  Hello,

  After further review the account is no longer with SmartPay. The account was sent to a 3rd party collections agency back in 2019 and the letters the customer mentions would be informing of such information.

   

   

  Thank You!

   

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a phone on November 28, 2021 with the smart pay lease option. $41.79 was deducted from from my bank account on November 28, 2021. I had to call them to get a email stating this transaction. Yes it was given. On, Tuesday I had to call numerous times to see what was going on with my purchase , no assistance was given. So on Tuesday I decided to cancel my transaction , was given the run around with this. Finally, I had to make someone help me because I had gotten extremely frustrated. The representative was unaware or no trained to handle my issue. I called again on Thursday, December 2, 2021, to cancel my transaction again. The representative that I spoke with told me the wrong amount that was deducted from account and that a supervisor has to approved my cancellation that it has to tale a least 2 to 3 business days to be processed. This is ridiculous . I would like your help in getting my money back.

  Business response

  12/08/2021

  Thank you for your message. We apologize for any inconvenience. After reviewing your account, we concluded that your order was cancelled on 12/06/2021. Also, on 12/06/2021 an authorization reversal of $41.79 was applied to your method of payment ending in 6423. Meaning, SmartPay did not make a withdrawal from your account. An authorization hold in the amount of $41.79 was placed on your account on 11/28/2021 and that hold was released on 12/6/2021. Depending on your financial institution, it could take up to 5-7 business days for your account to reflect the authorization reversal. Please contact your financial institute if your account does not reflect within that time frame. Again, we apologize for this inconvenience.

  Customer response

  12/09/2021

  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

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid off a lease on a * ***** * over a year ago. I paid around 500$ in total for this lease. I wanted to give my grandson the phone but phone company says it is locked. I called ******** **** who had the service for the phone and asked then to unlock it. ******** **** says Smart pay hasn’t made the phone in a cleared status to unlock it. Smart pay does a three way call to ******** **** and finds out what needs to be done. I have been waiting for them to send this cleared status since the first week of October. They ask me to call back in 48 hrs that it is being expedited. I have done every 48 hrs for at least 3 weeks. It will be Dec 1 st they still are telling me to call back in 48 hrs. The phone is paid for and is mine why can’t I get these people to unlock my phone.

  Business response

  12/01/2021

  Thank you for your message. We apologize for any inconvenience. Upon receipt of your complaint, your issue was resolved with our IT department and your phone should be unlocked with TracFone. SmartPay’s customer service department will reach out to you to discuss this matter further to ensure your issue is resolved. Thank you for your continued cooperation in resolving this matter. 
  

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have called multiple times about my phone. I went thru smartpay leasing, and I haven’t received my phone. They took money out but they said it’s pending soo I waited. It’s been 2 weeks and so I told them to cancel it and give me my money bck. They said 3-5 business days and it has been past a week. They said you’ll receive an email about your invoice or something like that. Iv never received anything. Iv called and called. It’s been the same thing over and over again.

  Business response

  11/22/2021

  Thank you for bringing this matter to our attention. We have reviewed the details you provided and researched the account history for your lease. There was an authorization hold on your account issued on 11/05/2021 for $114.96. Your application was cancelled on 11/15/2021 and the authorization for $114.96 was reversed on 11/15/2021 as well. Depending on your financial institute, this authorization reversal should reflect on your account within 5-7 business days. We apologize for any inconvenience this may have caused you, but you will need to reach out to your financial institute if your account does not reflect the authorization reversal as SmartPay has reversed the transaction. 

  Customer response

  11/23/2021

  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,
  
  ******* ****
  

*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. ↩