Complaints
This profile includes complaints for SMARTPAY's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/19/2025
Type:Status:ResolvedMore 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.
So I got a car for ****** primer beginning of January! In the mail came my loan options and there was a option with a card to get smart pay and instead of paying 421 one time every month smart pay had the option separately from the loan creditor ********* to pay 107 every Friday ! Which I signed up for separately from my original loan. Well the company I can not get ahold of to cancel my account with them ! They havent contacted me back to link the loan to the smart pay nor are answering my calls but tried to take money out of my account which STILL isnt linked to my original loaner so I looked up the guy who signed my contract he is no longer working there as of 2016! Its 2025. They are never openCustomer Answer
Date: 03/31/2025
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,
Isheanna ******Initial Complaint
Date:01/27/2025
Type: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 signed up for SmartPay through Modern ***** (*********, **) to auto pay my car loan. They have been withdrawing money from my account. However, they are not making the payment on time. I tried to resolve this issue at the beginning of January. They claimed they mailed out the check however, ***** has yet to receive payment. I am now past due, it will affect my credit now, and I am out the $530 this month to make the payment. Please help me just get the money back so I can make the payment on time.
Business Response
Date: 01/29/2025
Please see attached response.
Thank you,
******* ******General Counsel
Initial Complaint
Date:10/28/2024
Type: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.
Smart pay was a product required for a certain automotive loan. I no longer utilize this loan nor do I utilize this service. But after numerous request to close out the account which does have monthly statement records and information that should not be available to the public my account still remains active. This is a larger information security risk.Business Response
Date: 11/12/2024
Please see attached response.Customer Answer
Date: 11/12/2024
Complaint: 22482866
I am rejecting this response because:
While I appreciate the removal of files. The account itself still poses a risk. There will be logs/backups of the data on your databases. I think the entire account should be deleted.
Regards,
******* *****Business Response
Date: 12/16/2024
Please see attached response.Initial Complaint
Date:09/03/2024
Type: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 tried calling, chatting and email, i paid my phone and it was cut off, so i need them to contact meBusiness Response
Date: 09/03/2024
BBB Representative,
This complaint was filed against the wrong company. We are SMARTPAY, LLC, a consumer bill payment service based in ******, *****. *********************** is not a customer of **********************. Upon information and belief, *********************** is attempting to file a complaint against Smart Pay Leasing, a cell phone company based in ***** *********** has mistakenly received past complaints regarding the collection practices of Smart Pay Leasing with its customers. Here is the ******************** contact information for Smart Pay Leasing:
Please remove this complaint from SMARTPAY, LLC's profile.
Thank you,
******* ******
General Counsel
Initial Complaint
Date:08/01/2024
Type: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 a *** from a dealership and fully paid off the loan the next month. Now one additional month later I received a deceptive and predatory email from Smartpay implying that they are collecting on the loan that does not exist anymore. They are clearly misrepresenting themselves to sell something.Customer Answer
Date: 07/29/2024
Here are the screenshots as requested.Business Response
Date: 07/31/2024
To Whom It May *************************** want to thank ***************************** for contacting SmartPay Leasing regarding his account. We understand that there is some confusion with the company he is filing a claim against. SmartPay Lease offers lease to own options for cellphones and phone accessories. We completed an investigation into the matter and advise ******************** does not have an account with us. We believe ******************** is attempting to file a complaint against smartpay.com.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay Lease
P.O. Box 36454
**********, **** 45236-0454Business Response
Date: 08/01/2024
Please see attached correspondence.Initial Complaint
Date:12/01/2023
Type: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.
Auto Dealership said I had to go through this company to make payments on my auto loan. Smartpay made biweekly withdrawals from my checking account and purposely failed to make my auto loan payment to auto loan lender. Forcing me to make my payment late myself. I immediately called my bank to put a stop to any withdrawals from Smartpay. When I call Smartpays customer Service Number It just rings and rings and no one is there. Smartpay still has my money that was supposed to go to my loan payment. And I called my loan lender and they said smartpay is a scamCustomer Answer
Date: 11/29/2023
*******************************Customer ID: ******Business Response
Date: 12/01/2023
To Whom It May *************************** want to thank *********************************** for contacting SmartPay Lease. We understand that there is some confusion with company ****************** has filed a complaint against. SmartPay Lease is a lease to own option for mobile devices. SmartPay Lease does not offer bill pay services.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay Lease
P.O. Box 36454
**********, **** 45236-0454Business Response
Date: 01/04/2024
BBB Representative,
Please see attached response.
Thank you,******* ******
General Counsel
Initial Complaint
Date:11/21/2023
Type: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.
Need to know who or how smart pay got my bank information an took money out of my accountCustomer Answer
Date: 11/14/2023
No I have never had a service pay any of my bills like smartpayBusiness Response
Date: 11/16/2023
To Whom It May *************************** want to thank Mr. ************************* for contacting SmartPay Leasing regarding charges to his bank account. We completed an investigation into the matter and advise we have no records of any payments. After corresponding with **************** he was able to provide identifying information that links to another company, also known as, Smartpay. The phone number of ************ is for Smartpay, a company that provides bill pay services.
Sincerely,
Customer Advocacy Team
Corporate Offices of SmartPay Leasing
P.O. Box 36454
**********, **** 45236-0454Business Response
Date: 12/06/2023
Please see attached response.
Thank you,
******* ******Initial Complaint
Date:08/16/2023
Type: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.
Im not liable for this debt with 09 Smartpay Leasing LLC . I do not have a contract with the agency ************************. They did not provide me with the original contract as I requested.Business Response
Date: 08/18/2023
Hello,
This complaint is against Smart Pay Leasing, a cell phone company, not SMARTPAY, LLC, a consumer bill payment service. The BBB page for Smart Pay Leasing is:
*****************************************************************************************************************************
BBB Representative, please remove this complaint from SMARTPAY, LLC's profile.
Thank you,******* ******
General Counsel and Chief Compliance Officer
Initial Complaint
Date:07/18/2023
Type: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 went to purchase a vehicle and was told to enroll in the Smart Payment plan for a cheaper payment option. I was notified it was a free to me service and I would have the ability to pay off my loan quicker. However, when we contacted our loan servicer, they stated that the payment was missing and hadnt been charged to our account. We then contacted Smart Payment Plan, and they said our payment was in fact taken from us, however it was never posted to the loan servicer. When trying to contact them, I hadnt heard anything back within 3 days and all the phone lines were being occupied. I cannot even log in to my account to see or address the issue. This company needs to reimburse the payments made to them in order to satisfy the needs of the agreement and loanBusiness Response
Date: 08/03/2023
Please see attached complaint.
Thank you,
******* ******Initial Complaint
Date:07/17/2023
Type: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 am not liable for this debt with Smartpay, I do not have a contract with Smartpay they did not provide me with the original contract as i requestedBusiness Response
Date: 07/17/2023
BBB Representative,
*************************** is not a customer of **********************, a consumer bill payment service. We believe the consumer was likely trying to file a complaint against SmartPay Leasing, a cell phone company. SmartPay Lease's BBB page can be found here:
*****************************************************************************************************************************
Please remove this complaint from our profile.
Thank you,
******* ******General Counsel
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