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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
01/27/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
01/29/2025
Please see attached response.
Thank you,
******* ******General Counsel
Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
11/12/2024
Please see attached response.Customer response
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
12/16/2024
Please see attached response.Initial Complaint
09/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
i've tried calling, chatting and email, i paid my phone and it was cut off, so i need them to contact meBusiness response
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
08/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 response
07/29/2024
Here are the screenshots as requested.Business response
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
08/01/2024
Please see attached correspondence.Initial Complaint
12/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 response
11/29/2023
*******************************Customer ID: ******Business response
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
01/04/2024
BBB Representative,
Please see attached response.
Thank you,******* ******
General Counsel
Initial Complaint
11/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Need to know who or how smart pay got my bank information an took money out of my accountCustomer response
11/14/2023
No I have never had a service pay any of my bills like smartpayBusiness response
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
12/06/2023
Please see attached response.
Thank you,
******* ******Initial Complaint
08/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
07/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
08/03/2023
Please see attached complaint.
Thank you,
******* ******Initial Complaint
07/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
Initial Complaint
06/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered an iPhone 11 using smartpay. After 7 days and the company could not provide me with any information concerning shipment or delivery, I contacted smartpay inquiring about a refund. The agent sent in my cancelation request and stated that my refund would be deposited back in 5-7 business days. I never received the refund and was told by an agent when I called on 6/7/23 that my order was never canceled and I still owe the money for the product I never received.Business response
06/12/2023
Hello,
This is SMARTPAY, LLC, a consumer bill payment service. You are not listed as a customer of ours and we do not sell or lease any cell phone products or services.
You are trying to file a complaint against SmartPay Leasing, a cell phone company. The BBB page for SmartPay Leasing can be found here:
*****************************************************************************************************************************
************* BBB Representative - please remove this complaint from our account. Thank you.
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Customer Complaints Summary
23 total complaints in the last 3 years.
4 complaints closed in the last 12 months.
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