Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I added $10 to a prepaid account for a video visit - tried to visit could not - had to add more money to visit - added the 10 on ***** couldn't do visit - added $10 to the phone account - and it posted - had to add $10 more on ***** for a video visit - contacted customer service by email and was told it was added to my account - emailed back stating it was because I could not do the video visit without having to add more money to the account - got email back saying yes it was added - advised it was not - got email stating to contact customer service if I had any questions - Ticket number ******- got absolutely no service at all

  Business response

  01/09/2025

  The ticket number referenced has been reviewed. The primary concern in regards to the deposits you made and whether the deposits posted to the respective account or not was addressed in the ticket. You made two payments on 12/23/2025, each being for a different type of account. You were dissatisfied that the second payment made on 12/23 did not post to your Prepaid account, and the reason is because is was not a Prepaid Account deposit - this was addressed in the ticket. At the time of the correspondence, the changes to how visitations are billed were just being placed into effect and there was a temporary issue that affected the visitation in regards to registering the amount available on the Prepaid accounts in addition to the real time balance being available to view online. The issues with visitation were separate from the matter of whether or not the deposits posted to the proper account. Ticket ****** has been re-opened and a follow up will be provided shortly. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nature of the Complaint:I am filing this complaint regarding the services provided by Smart Communications, specifically their inmate calling services.Problem Description:For several months, I have been unable to receive calls from my loved one who is an inmate. Despite numerous attempts to contact Smart Communications' customer service and report the issue, the problem has not been resolved. Each time I reach out, I am reassured that the issue will be fixed, but no action has been taken, and the issue persists.Desired Outcome:I am seeking a prompt resolution to this issue. Specifically, I want Smart Communications to ensure that I can receive calls from my loved one without further interruption. Additionally, I would like compensation for the months of service during which I was unable to receive calls.*****************************

  Business response

  08/12/2024

  Good Afternoon,

  The first record of reported issues being escalated on your behalf by a CSR was on 8/9; there were no support tickets submitted affiliated with your online account via  the "Contact Us" option at smartinmate.com. There has been a recent issue occur with customers using TMobile/Metro/Boost as a phone provider; limited information was provided as to when this may have began for you though we have had several reports over the past few weeks from various customers. The intermittent issues occurring do not lie with the Smart Communications services and have to be escalated to 3rd party carrier services for resolution. With this being the first business day since your complaint was submitted on 8/9, this had not been put into the queue. Your information submitted is pending review which requires reviewing the call records to your phone number amongst other factors. Once the findings have been compilated we will reach out to you directly via email to advise of what was officially submitted on your behalf. Thank you
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 22, 2024, I made payment for telephone services. I used my **** of America credit card. On that same date, Smart Communications billed my credit card twice for $23.00 each time (total of $46.00).I have contacted the company multiple times by both email and telephone. The company never responds to any of my communications. The company promises to call back - they don't. The company advises to "stay on the line" with my telephone call but no one ever answers.According to many other complaints, this appears to be a common practice of this company.Help is needed to have this company perform better service to customers and to stop double billing.

  Business response

  07/24/2024

  Good Afternoon,

  I have reviewed our ticketing system as well as our inbound call report. There is no record of your phone number provided calling into our call center between 6/1/2024 to 7/24/2024. I only show one support ticket submitted on 7/14/2024 which is the same ticket as the file you attached (ticket # ******).The phone number searched was ************, the same number you listed on this BBB complaint and on your ticket submitted. In regards to the payments you made, there is no evidence of you being "double billed". You made 3 payments total from your online account at smartinmate.com on 6/22. We do not keep card numbers on file for there to be any automatic/recurring payments. On 6/22, you made a total payment of $105.95 at 11:37 am which was a $100 trust deposit (fee was $5.95) as well as two payments for $20 totaling $23 each after the $3 payment fee was applied - one was at 11:31 am for a Prepaid Collect deposit (your phone number) and the other at 4:50 pm for a PIN Debit deposit for the inmate you are connected with. Considering the fact that the two $23 payments were made at different times as well as for different products, this is not a case of Smart Communications double billing your card used and no action would be required by Smart in regards to these transactions you made independently using our website. I have also issued a response to ticket ****** so that you may correspond directly to me should you have any additional comments or concerns to address. Thank you. Have a great day. 
  

  Customer response

  07/25/2024

   
  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.

  However, I recommend that the Business should implement an on-line historical record of all transactions so users can confirm their charges.

  
  Sincerely,
  
  *********************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We received collect phone call from my brother on my mother phone at 4am 6/15/24Saturday morning. My mother phone carrier doesnt accept collect calls. He continued to call . We were able to hear the jail facility he was calling from. I being nervous and sleepy went online to that facility website to see if this was truly my younger brother calling from ********. He was identified on the jail facility website but had no arrest reason. We living in *********** so the only thing I could do was call that jail house facility. They couldnt tell us anything over the phone and explain to me that I could get him to answer the tablet/phone service that he was given by setting up account with ********************** communication. It will allow me to talk directly to him. I went to do just so. As I was creating the account my phone was in and out of service, do to the fact I live in a very rural area. Being scared, upset, sleepy and nervous I continue to try to find out what was going on with my baby brother. I was able to setup account with ********************** communication but it wasnt the correct one it only allowed me to text him. I called the customer service and thats how I found out i did it incorrectly. I asked could I change it to the calling section and I was told I couldnt. I also had some how selected a 100 dollars thinking it was 10 dollars.My daughter called back and the lady told her once he released I would get funds back to me. He was released yesterday 6/17/24 Monday went in 6/15/24 Saturday . I called on that Monday after his release to see when i will receive my remaining balance and I was told it was none refundable. I asked him so you guys just keep my money . He said it will remain on this account and i can use it again when he gets locked back up. I just want the money that wasnt used. It is over 90 dollars. That I can use it when he goes back as if he is in an out of jail was uncalled for. I even asked if I can dispute with my bank and he said no. Rude customer service.

  Business response

  07/10/2024

  The transaction in question was refunded to the consumer when the original complaint was received. It appears at the time there was not a response issued via the BBB complaint despite resolution being reached. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 1, 2024 I deposited $80 cash into a kiosk at the ********* re entry facility in *********, **********. The kiosk is owned by smart communications. According to the facility and the inmate, that deposit never appeared to the account. I called ********************************************* for an update and they told me that they see the deposit and should be there, they also told me that it was probably the facilitys fault that the money wasnt in the account. After many attempts to figure out what happened to the deposit I asked smart communications for a refund and they keep giving me the run around and not really saying much. They say they dont have an update. 3 weeks later and I still dont have the money or information.

  Business response

  05/22/2024

  Good Afternoon,

  Ticket number 786256 was submitted on the evening of 5/21 and was responded to this morning (5/22) and escalated to me to review. I was able to view the attached receipts and will correspond with you via the ticket you submitted. Thank you.

   

  Kindest Regards,
  *********************************
  Support Manager
  Smart Communications 

  Customer response

  05/23/2024

   
  Complaint: 21742947
  
  I am rejecting this response because: This is the same response other customer service reps have been giving me for weeks and I simply cannot wait for my refund. It is not my problem that the funds got lost in transition through the kiosk. It is not my problem your system is not reliable. You now have a duty as business to refund my money after almost a month of nothing being resolved through your unreliable system. Your company having this issue with ********* administrative is not my problem, I used your services and you alone are responsible for refunding my money. 
  
  Sincerely,
  
  *******************************

  Business response

  05/23/2024

  Good Afternoon,

  While we do have to work cohesively at times, our customer service call center is managed separately from the support department which is managed by myself. This BBB submission as well as the support ticket you submitted simultaneously is the first I have heard of this issue. While I understand your frustration entirely, I am working this issue for you as I have already reached out to the facility directly and am working with them in regards to this issue. Thank you for your patience while we get this matter resolved for you. Again, further correspondence will be handled through your support ticket submitted. Have a great day. 

  Best Regards,

  *********************************
  Support Manager 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to know why in the world if you can make this old software for jails, why can you not be able to tell if they are getting your messages when you have credits for both parties already on here. It is ridiculous how your supervisors buy into this crappy software when you cannot meet the needs of the people.

  Business response

  01/31/2024

  The purpose of the credits is to pay for the message and has no correlation to whether or not said messages are read by the recipient. If the message was successfully sent, it is visible in your "SENT" message folder which means the message was successfully delivered in the system. If at any point you have any questions about services offered by Smart Communications, please feel free to contact our customer service staff 24/7 at ************. Thank you. Have a great day. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I funded my daughter-in-law $25.00 to her phone call account to be able to call whoever she wanted and it has been 3 days and the money has not been credited to her to use. I try to call and twice have been on hold. Once for 35 min and the next day for 50 min and no one answers. I can't get a hold of anyone. The last time this happened to me was a couple months ago when my brother was in there, Unexpectedly smart jail mail changed their procedures and wouldn't let me change the billing address per credit or debit card I was using. So since it was an old address I couldn't fund the account for atleast a month. When I called to get that fixed I couldn't get through either. They respong with in a day or 2 to emails but hardly answer their customer support telephone lines. I didn't feel comfortable using email to fix the problem. Every single statement of one conversation turns into an email that takes hours to days to return on. Not cool. I know they are making a big profit in this line of business. Dont turn this into profiting on peoples misfortunes and misery. Please conduct yourself in fair business. True business.

  Business response

  09/12/2023

  Hello *******, 

  We apologize for the long wait times in our call center, we are diligently working on hiring and training more staff to alleviate the wait time. 

  As for the pin debit deposit made on 9/9/23 in the amount of $25.00 for *******************************,  this was completed under order# 14886302  and was desposited into her account on 09/09/2023 22:11, her records show that she has been making phone calls using these funds. 

  If there is anything further we can assist with please feel free to reach out directly to me. 

  ***********************

  ************************************************************************* 

  Customer Care Director

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have emailed smart communication because my visit was glitches and ended 3 min into it and I paid for a full visit also they keep making me re verify myself because my id and address don't match because I had to change my address to use a different ******** can't re update it so I can't talked to my loved one this is crazy 2 tickets in and on call 2 first one over 30 min of hold then hung up not answered holding again then hung up on

  Business response

  09/01/2023

  Hello, 

  After reviewing the account, I see that Gionna spoke to one of our call center representatives on 8/30/23 at  4:49pm ET, the representative credited back the credits from the failed visitation on 8/29/23.   We were also able to locate that the user account verfiication has been approved and the address matches the address on the ticket submitted.  Both tickets have been responded to.   

  Thank you

  Dawn 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put money on an account for a family member and then they were abruptly moved to a facility with a different communications provider. I submitted a request for a refund to Smart Communications several weeks ago, received a confirmation email with a ticket number and never heard back. Calling in only results in being on hold forever with no one picking up. Awful, predatory company. I would think twice before giving them any of your money.

  Business response

  08/31/2023

  Hello, we have located and responded to the request in our system and her refund has been completed.  

  Thank you

  **** R

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using smartjailmail since April I have given them close to if not $300 to have communication with my loved one. I was unable to get inti my account I created another one after multiple attempts to upload identification it finally went through. Then I bought credits and my husband disappeared from my contacts. I tried to add him AGAIN. and it said that I may not send a request to him. I called the jail and they do not know why it's saying that. I just read an article about how smartjailmail tracks ppl using the service on the outside and has access to all data and can read every thing that said on the messages . Why can't I get a reply back from multiple times I submitted emails to support? I've called and waited for someone to answer for over an hour each time. Bbb should shut them down how r u going to take my money and block me from using the credits.

  Business response

  08/28/2023

  After reviewing the account for ********************* the following message appears on the account "Member cancelled their account on 06/28/2023 at 7:45 PM. The stated reason was: "No longer want to communicate with incarcerated individuals".  Once the account was cancelled it disconnected from the inmate.   We will reach out directly to ************ to determine if she would like us to re-enable her account. 

  Thank you
  

  Dawn 

  
  

*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. ↩