ComplaintsforSmartHealth PayCard, LLC
Credit Cards and Plans
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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I just received notice via email today July 8th that my Smart-health Pay-card was being closed. I called and spoke with a representative "*****" he advised me that the high up executives decided that mine along with several other accounts will be closed effective 8/15/24. I inquired why Smart Health was not transferring member over to WellBridge CareCard since they purchased Smart Health... ***** had no answer and kept repeating to me that my account was being CLOSED! I asked to speak with a supervisor and *****'s response was "It will not do any good" as my account which is in good standing is being CLOSED.Business response
07/12/2024
The WellBridge CareCard was created to assist our community with access to healthcare of their choice. We apologize for the cardholder's experience. We have reached out to the cardholder and addressed all of his concerns. He now has a better understanding of the direction our company is taking.Initial Complaint
04/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been paying on this account for a few years. I haven't seen any decrease in the amount owed, it keeps the same or more. I haven't been able to access my account for some months and when I try to reset my password, and when I try to reset the code is sent to a weird number. I have addressed these issues when I talked to a representative and I am told that my issue would be expedited and someone would be reaching out to me, no one has as of 4/22/2024. I have asked several times for all my transactions since opening the account that someone would be sending those to me and my concern would be expedited and my requested documents sent to me. I still haven't received those transactions. No one has returned any emails or phone calls. Smart Health pay card, now known as *************** cardBusiness response
04/25/2024
The WellBridge CareCard was created to assist our community with access to the healthcare of their choice. The account was opened in March 2023. Since opening the account, the cardholder has been making the minimum payment. Within the last three months, the ** has made more than three purchases on the account. Our records show that the cardholder requested an escalation to our corporate office in March 2023. ********** attempted to contact this cardholder, however, the phone number on file was no longer in service. We have contacted the cardholder with the phone number listed on the BBB complaint. We left daily voicemails 4.22.24-4.25.24 and sent an email to the cardholder on 4.22.24 in an attempt to resolve this issue. We have yet to receive a response back from the cardholder as of 4.25.24.Initial Complaint
04/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My bank account was charged three times on the same day ($180, $180, $170.87). They are claiming that they reversed the charges, but I never received any funds back. Additionally, they're stating that the charge for $170.87 was actually only $20.87. My bank statement clearly shows this was not the case. In addition to all this money being charged and not returned, it set off a sequence of events causing my bank to charge me $29 per transaction to cover paying for other items on my account (see attached bank statement). These charges totaled $203 in fees. If my account had not been overdrawn by these charges these fees never would have been incurred. I contacted Smarhealth Paycard on 4/7/23 and again on 4/10/23. No resolution has been found, they say I have to keep calling back to get an answer on what their research department finds. I'm currently out $733.87 TOTAL (fees and triple charges) and I want these funds returned to me immediately without me having to call repeatedly only to be told they do not have an answer.Customer response
04/13/2023
After reviewing all the transactional histories provided to me by Smarthealth representative Tanunya *********, the only conclusion that can be drawn is that the Smarthealth computer system started processing my scheduled payments of $180 as soon as I started scheduling them for later dates. Tanunya agrees that it does not make sense what happened and they cannot account for who processed the wrong and additional payments, in addition to who would have tried to reverse them.
On 3/10/23, $170.87 was the only payment I had scheduled for that day. Smarthealth's system incorrectly processed it as $20.87, then withdrew $170.87 from my account. The remaining $180 transactions were all scheduled payments for upcoming dates that somehow started getting processed. Subsequently, when someone at Smarthealth realized this happened, they began reversing these on 3/21/23. However, the damage was done to my bank account.
The resolution to this issue that I am seeking is this:
- Apply the missing $150 from the $170.87 from that was withdrawn from my account on 3/10/2023.
- Reimburse my Smarthealth account, or issue me a check, for the (9) incidents of the $29/fee incurred from overdraft fees, a total of $261. You can see these fees incurred on the bank statement that was provided through the Better Business Bureau complaint.
I will update my complaint with the BBB to indicate the resolution and documentation attached showing the errors made my Smarthealth.
***** *****Customer response
04/13/2023
Transaction downloads for referenceBusiness response
04/24/2023
Dear Ms. *****,
The SmartHealth PayCard was created to assist our community with access to the healthcare of their choice. We apologize for the inconvenience expressed below related to posted payment transactions. Our records indicate that we were able to offer a resolution to meet your standards and look forward to continuing to provide a financial safety net for your medical and veterinary costs to come.
Initial Complaint
04/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I'm having financial difficulties and have not paid. I was referred to a collection agency that hung up when I answered and no one is available to speak with. I've attempted to contact Smart Health Pay Card and I have not received any assistance. It seems the only way to get this companies attention is to file a complaint.Customer response
05/18/2023
I have never received any response from Smart Health Pay Card regarding my request. however, I was able to get on some sort of repayment plan (temporary) with the collections agency they referred me to (Avante ***). I made a payment of $150.00 to Avante *** on April 18 and Smart Health just posted this payment to my account TODAY 5/18/****** ENTIRE MONTH LATER. They continue to charge me interest and fees based on an incorrect past due balance. This company is extremely predatory and should be placed out of business for these practices!Customer response
05/22/2023
I have never received any response from Smart Health Pay Card regarding my request. however, I was able to get on some sort of repayment plan (temporary) with the collections agency they referred me to (Avante ***). I made a payment of $150.00 to Avante *** on April 18 and Smart Health just posted this payment to my account TODAY 5/18/****** ENTIRE MONTH LATER. They continue to charge me interest and fees based on an incorrect past due balance. This company is extremely predatory and should be placed out of business for these practices!Initial Complaint
08/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I opened my SmartHealth Pay Card to pay for surgery I needed for reconstruction after cancer removal. My initial credit limit was $14000 and I had to charge $10,100.00 on the card (approx). I have had nothing but issues with this company since using this card. They charge for paper billing statements, I had no idea when my payment was due, they don't provide you any alerts for activity and when I tried logging onto the website to make my payment, I had nothing but issues. This resulted in my first payment being late even though I tried and tried and tried to make the payment. I finally was able to get logged in and was of course charged a late fee. I figured this was my problem and promptly paid the outstanding amount reflected on their website. i then make a few payments for smaller amounts to "lessen the blow" of a payment on such a high balance all at once. They take FOREVER to post payments. I feel they do it so they can hold the payment in a "pending" status and collect even more interest and fees. I made my most recent payment and it cleared my bank account on 8/19 but it's still "pending" on my credit account. I received a random call about 2 weeks ago from a debt collector saying that this company referred my account to collections. No calls or communication from SmartHealth Pay Card, directly to third party collector and they could not provide me an explanation as my account was ccurrent. I called and spoke with a representative who advised they would escalate my concerns and I would receive a call within 24 hours, no call, no message, no resolution to that issue. Now I log in this morning to check my recent statement and see that my credit limit has been reduced to $5000 and my account is over the limit by $5100! This company is predatory and prays on those who have medical conditions so they can charge outrageous fees and interest. Please fix this. Restore my credit limit. I have ZERO plans to use this card once paid off but need this restored.Business response
10/12/2022
Business Response /* (1000, 5, 2022/08/26) */ The SmartHealth PayCard was designed to assist our community with both planned and unplanned medical expenses. We are glad you were able to utilize your immediate credit line as desired and apologize for the inconvenience you experienced. After speaking on 8/23, our team noted the outlined concerns and requests were resolved to your satisfaction. Our cardholders and their feedback are of top importance, and we welcome you to reach out if we can further assist.Initial Complaint
06/11/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My situation is the same as a previous complaint. I used the SmartHealth PayCard at ****************** of Georgia in October 2021. Account number ending in 1683. We paid (on this account) $13,000. Shortly thereafter I attempted to pay the whole amount off and was told I could not pay the entire amount. I believe I paid $10,000 or $11,000 at that time and have been paying monthly since then. This week, I went online and noticed I had several "late" charges. I called the XXX-XXX-XXXX and the representative said I had not paid since March. I asked to "pay off" the $1,450 (approximation). At first he said I would have to go on the web site. He then agreed to take my payment. So far, nothing has been deducted from my account and I feel sure they are holding on to the payment to add interest or cause another late fee. I have contacted the provider for whom I used this card and asked them not to do business with SmartHealth PayCard again. Please intervene on my behalf. I would like to close this account out and receive a refund for the late fees Thank you, **** ******Business response
08/08/2022
Business Response /* (1000, 5, 2022/06/27) */ Our goal is to provide our community with a tool to access medical care when and where it is needed. We are pleased to hear you were able to utilize your credit line as desired and apologize for the inconvenience you experienced with attempting to submit a payment. We can accept payments via ACH, check and/or money order with our 24/7 support team, online and/or in our app. Our records indicate you were further assisted on 6/14 to resolve outstanding matters. We take our cardholder's feedback with great care and welcome you to let us know if we can further assist.Initial Complaint
03/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have auto payment set up to be taken out of my bank every month. I am being charged late fees because their system is showing pending payment but my bank is showing funds have been withdrawn. I have contacted them twice. First time the credited my account the late fee. I contacted them today and waiting on a response back. With this happening yes they credit my account, but because the system thinks it late it is therefore making my next payment higher along with higher interest. They need to fix this and they also when issue is escalated to the next level of support they need to call instead of emailing. Their communication is poor. I have attached file. You can see late fee, payment shows pending, and payment was taken out of my bank on 25th (the due date) They need to credit more than just the late fee for all the aggravation. They are doing the same exact thing with my husband card.Business response
03/25/2022
Business Response /* (1000, 5, 2022/03/02) */ Yes, Ms. ******** did bring her concerns regarding her account. We are working to resolve the issue. This was a system error that we are working to have fixed. I have already reversed the charges for the late fee.Initial Complaint
11/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a new account with Smart Health PayCard. I am not sure if you have the correct company. I cannot find an address for them but their customer service number is 866-276-5606. I have tried unsuccessfully to pay the full amount $12,700 on this account and have been denied. Initially I was told that I could only pay $6,000 per day but even that was denied. I asked to speak to a supervisor and was disconnected. I was told that I could call back in 48 hours to see why the $6,000 was denied. I have never had a problem paying a debtor on an account and feel that The interest on this card is 18%. I have tried to pay it out of my checking account and my bank does not have any limits on what I can spend. I have $16,000 in the bank. My account number is XXXX XXXX XXXX XXXX and the name on the account is **** ******* ******. Thank youBusiness response
01/12/2022
Business Response /* (1000, 5, 2021/11/16) */ When we spoke with the card holder. Ms. ****** understands that we have a credit limit of $2500.00 per day per transaction. Ms. ****** did make a payment of $2000 11/15/2021. She indicated she is going to mail in the rest of the balance sometime this week. We are updating our call center scripts to reflect the per day transaction. The limits are put in place as a potential fraud mitigation action
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Contact Information
Customer Complaints Summary
10 total complaints in the last 3 years.
2 complaints closed in the last 12 months.