Long Distance Phone Service
Smart Communications US, Inc.This business is NOT BBB Accredited.
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Complaints
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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
08/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
have been trying to contact Smart Communications due to an account creation issue that has prevented me from communicating with my loved one. I am unable to create the account due to multiple issues. I have emailed using the support box on their website and have received no response. I called and was on hold for over a hour only to have it disconnected o their endBusiness response
08/28/2023
We have been able to contact ****** and her account has been approved and is able to use the services.Customer response
08/29/2023
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.
Sincerely,
***********************Initial Complaint
08/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I submitted a request through the contact us link on smart communications, I received a ticket number on 8/18/23 ticket #******, it is now 8/23/23 and Ive yet to have this issue resolved. Ive called customer service SEVERAL times and Im on hold for OVER 45 mins each time! No one picks up, and no one is responding to any emails followed with my ticket number! I can not remotely visit with my love one! My application was approved with the facility hes in however its not giving me that option to schedule a visit. The facility directs me to call smart communications but how can I get this taken care of its theres no real humans actually working! We put money on our accounts for both ourselves and our loved ones we should have our problems resolved in a timely manner when an issue surface. I need help! I need to visit with my loved one immediately.Business response
08/23/2023
Good Afternoon,
Ticket 706369 has been located in the system and further communications will be addressed via this support ticket.
Best Regards,
Smart Communications
Customer ****************** TeamInitial Complaint
08/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
For two weeks I have been trying to contact Smart Communications due to an account creation issue that has prevented me from communicating with my loved one. I am unable to create the account due to multiple issues. I have emailed using the support box on their website and have received no response. I have called MULTIPLE times and stayed on hold for over 30 minutes each time with nobody ever picking up. This company has horrible customer service and presents false information regarding their communications services and tech support.Business response
08/17/2023
Good Afternoon,
I was not able to locate any tickets submitted via the "Contact Us" form found at smartjailmail.com matching your name and/or email address except for ticket 705576 that was submitted yesterday, 8/16. I also was able to locate a new pending account for you that was created today at 1:28 pm EST - your verification submission for this account was still pending as it was just submitted less than an hour ago. I have approved your verification submission and also responded to your ticket. Thank you. Have a great day.
Kindest ******************************************************************************* Team
Customer response
08/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. It has inaccurate details, however, the issue has since been resolved,. I might note that it was ONLY resolved after I contacted the BBB.
Sincerely,
*********************Initial Complaint
05/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have received multiple emails from Smart Communications with the following:We have received your SMS Connectivity concern, and will get back to you within 120 Hours. You will receive an SMS and e-mail notifications to update you on the status of your concern. Your case ID number is ******************************************************************, Inc.Please do not reply to this email. Mail sent to this address cannot be answered.I have NEVER contacted them about porting over my phone number. There is no contact information listed on the email.Business response
05/02/2023
Hello *****,
Based on the information you provided, it doesn't seem that the the emails you are receiving are coming from Smart Communications Holdings located in ********, **. We provide inmate communications for different facilities throughout the ** and our email address domain is smartcommunications.**. If the emails you are receiving are not coming from that domain they could be coming from the company Smart Communications **** located in *************** which is no assocation with our company. Based on my knowledge that company provides telecommunications and digital services products.
Thank you,
**** R
Smart Communications
Customer response
05/03/2023
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.
Sincerely,
***************************Initial Complaint
03/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
This company filed 2 fraudulent charges on my debit card. I have never dealt with them. I have no idea what they even do. I tried calling their phone number that was attached to the charge and instantly the number gave me a busy tone. I tried calling back 8 times. I never spoke to a person. This company is either fraudulent or they are allowing "inmates" to use fraudulent payment methods without verification. I filed a dispute with my bank about this since I cannot contact the company directly.Business response
03/15/2023
Please contact our 24/7 customer care team at ************************************ or our toll-free 24/7 support line at **************. We can not control someone else who took your credit card any more than you bank can control it. All of our credit card processing is done by an independent merchant processor and has nothing to do with Smart Communications. In order for someone to use your card and successfully make a transaction on our website they must provide your complete billing information for it to be authenticated.
The proper course of action would be to cancel your card with your bank and work with your bank to get a refund for charges made without your authorization. Also be sure to check closely with close family members, spouses, kids, grandkids as in most cases it was the close family members using the card without the card holders knowledge. We will seek to press charges on the person who stole from Smart Communications by using our services with a stolen card when the charges are reversed.
Inmates do not have access to make credit card payments as they have no access to the open internet. Only members of the public can make purchases on our website.
Customer response
03/16/2023
Complaint: 19600875
I am rejecting this response because: ************ is entirely fraudulent. Their "customer service" number rings and rings. Nobody answers. I called countless times and most of the time there was a busy tone. They are unprofessional and rely on scare tactics to trick people into providing bank information to further their scamming. They need to take RESPONSIBILITY for charges made by THEIR company. Nobody I know has taken my card information. This is absurd.
Sincerely,
*********************Business response
03/21/2023
Good Afternoon,
While I certainly understand your frustration, I can assure you that our company is not a fraudulent company and by no means do we set out to intimidate or scam any parties involved. Our company exists to help family and friends to incarcerated individuals communicate while they are apart. While I understand that you are certain your information was not stolen by someone known to you, it was provided as a recommendation because we have experienced this quite commonly in the past when dealing with charge disputes.
After reviewing the rejection of this complaint's resolution, I took the initiative to run a name search for transactions completed since I did not have any card information to research. We were able to turn up the two transactions in question. While due to privacy concerns we cannot release the name of the party responsible, we can advise that the charges were made by a party communicating with inmates in the Oakland *********************** in ********. If you wish to pursue charges against this person for theft, this information may serve as helpful to you when dealing with more than one jurisdiction assuming that you are not in the same county and/or state as this person. We have also disabled this user's account in an attempt to prevent any further fraudulent activity and will monitor to ensure they do not continue their activity by setting up a new account.
If you would like to speak to a member of management, you may call either of our customer service lines. One was provided to you of ************ and the other is ************. While a customer service representative will be the party answering the line, you may request to speak with either *********************** or myself. We are happy to help you in any way that we possibly can.
Best Regards,
*********************************
Smart Communications ManagementCustomer response
03/22/2023
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.
Sincerely,
*********************Initial Complaint
03/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've never heard of this business yet it's trying to collect money from my debit card. Luckily my card denies it access. Just want this business to stop trying to collect from me. Thank you.Business response
03/15/2023
In regards to the charges attempted on your credit/debit card, we are not a company that receives or shares 3rd party information nor do we have any billable services that would prompt recurring charges. If you were notified of attempted charges with our company on your credit/debit card, this was an attempt to make a direct purchase by a customer using our website versus a direct action by Smart Communications staff. If you believe these charges to be fraudulent and/or feel that your credit/debit card information has been compromised, we do recommend speaking with your bank in regards to your options available to you (card replacement, etc). Thank you. Have a great day.
Best Regards,
Smart Communications
Customer ****************** TeamInitial Complaint
02/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
They refuse to refund credits. This seems like theft and fraud to me. They should be returning unused funds to inmates or families.Business response
02/13/2023
In regards to credit purchases and the refund policy, this policy is made clear not only during the purchase itself, but also can be found in several locations on our website. By confirming the purchase of credits, the customer is accepting the refund policy.
The refund policy is outlined in our Terms of Service and it also can be found at least twice via our FAQ pages accessed by selecting the SUPPORT tab at smartjailmail.com. I have also provided quick links below to view/access this information. Thank you.
Quick Links
Terms of Service: *******************************************************************
Billing FAQs (Support): **************************************************************
Messaging FAQs (Support): ****************************************************************
Initial Complaint
11/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi, so after reading all the complaints I know this company is fraudulent. I just got off a visit I just paid for & the inmate couldnt see me at all! After calling to receive resolution the man on the phone was so rude and nasty, I had to tell him to RELAX! They KNOW we cant see the inmates but refuse to compensate or resolve the issue so we should make it be aware this company is a scam and to never pay for visit! I will NEVER pay for any services through Smart Jail again!Business response
11/21/2022
Smart communications is disappointed to receive this complaint. However, we must clearly and positively disagree with this complaint.
Smart Communications is not a scam, or fraudulent in any way. Smart Communications is contracted with specific performance terms in our agreements, with over 150 government correctional agencies across the country.
We have over 2 million public consumer customers just like the customer making this complaint. We successfully conducts thousands of video visits each day without problems.Our video visitation system utilizing content filtering software works very well, however using improper devices or low lighting conditions or the users in the video screen constantly moving will cause the camera to loose focus and will blackout the video screen until the user clearly displays their face in the video screen.
If there was a problem with the visit, please contact our 24/7 customer support with specific details and information about your account date, time, visiting inmate etc, so we can investigate the problem and take appropriate action to assist or refund visits if a software problem is detected.Customer response
11/23/2022
Complaint: 18367548
I am rejecting this response because customer service was rude
Sincerely,
*****************************Business response
11/23/2022
Smart Communications is disappointed that is the position you are taking, however that is your choice.
We wish you the best in the future.Initial Complaint
09/26/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
When I was transferred from Abingdon Regional Jail to FCCW on 4/22/22 I had a balance on my pin debit account. It did not transfer with me. Now, Smart Communications is saying it did. I want my money refunded.Initial Complaint
09/23/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Anytime we video chat I can only see the inmate and they can never see me. Half the time the videos don't connect, and we've only had one call that didn't disconnect itself during the video visit.
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Customer Complaints Summary
28 total complaints in the last 3 years.
8 complaints closed in the last 12 months.
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