Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Hi [redacted] , We're sorry to hear that you have been experiencing issues with your devicePlease note that SmartPay is a separate company from MetroPCS, a partner company SmartPay is a lease-to-purchase program that spreads the cost of your smartphone and other items over multiple payments(Payments include rental fees and taxes, in addition to a portion of the retail price of the items.) If a store is not willing to process a return for your device, you can return it directly to SmartPayCustomers who return items to SmartPay are not usually refunded any lease payments, as they are considered part of your *lease purchase plan We do not offer exchanges or repairsUsually, if a damaged phone is returned to SmartPay, and you haven't purchased insurance from your carrier, you are responsible for one of the following (the lesser amount): Fair market value of the phone depending on its condition when received by SmartPay Remaining Rent Owed More details are in the Terms & Conditions you agreed to when you have applied for SmartPay (a copy has been attached to this email) Our records show that we emailed you a prepaid FedEx shipping label on July 29th to return your device to SmartPay In this case, we are willing to offer an exception and refund you for half of your initial payment (refund amount: $75.41) if we receive the item within days If you have more questions, contact us at [redacted] @smartpaylease.com, or call (XXX) XXX-XXXXOur call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST Thank you for your patience Best SmartPay Customer Support Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am only accepting the response because I was not expecting ANY kind of refund due to previous requests of such via telephone with SmartPay reps and one online chat encounter with a rep being very adamant about not refunding my depositAlthough I am accepting the response, I have to say that I disappointed with my experience overall with SmartPay due to their partner, MetroPCS, and I feel that I must voice my concerns as a consumer and advice to any future consumers, hoping that this is an isolated incidentI have to say that if SmartPay has this partnership with MetroPCS and other cellular carriers, it would be ideal to ensure that the employees of that partner are better trained and educated on the SmartPay program if they are going to handle these kind of transactions and in essence, represent SmartPay at their stores, even if they are separate from SmartPayThey basically shrugged their shoulders and leave customers out in the coldThey cannot assume that consumers are aware of the "terms and conditions" as SmartPay's response to me indicated that I was made aware of and agreed toI received these "Terms and Conditions" for the very first time as part of the response to my complaintI had only received an e-mail showing a summary of how much I had paid for my deposit, how much my monthly payment would be, how many payments were left and where the device was leased from and through whomIn fact, the MetroPCS employee stated, "I have never processed a SmartPay transaction before," and had to call a manager over the phone to process my transactionI was not given any paper work, was not told that the device was not aMetroPCS phone, that insurance would not be aviable to me because of this, that SmartPay is a third party company and has nothing to do with MetroPCSThe transaction was processed and was told the deposit is this much, monthly payment this much..that's itNo one said before the transaction that I would not be able to return the device or anythingEVERYTHING was said to me after I came back because the device did not want to work properly connectivity wiseI do appreciate and accept the exception SmartPay has made even though I strongly feel and believe that I should be returned my entire deposit but SmartPay please be aware of how transactions are being handled on your behalf at your partner locationsHad I been informed properly, I probably would had not proceeded with the transactionI do believe that MetroPCS has a lot of work to do (as far as their Service Center) in handling SmartPay transactions, especially if they are going to processing them and should be better informed, for their customers sakes.I don't think that them just saying, "We are separate from SmartPay, we have nothing to do with that, sorry there's nothing we can do for you" is acceptable nor is it good business practice on their partIf they cannot do this, they shouldn't partake as a participating provider Thank you for making the exception of returning half my deposit.I appreciate it
Initial Business Response / [redacted] (1000, 6, 2015/07/10) */ The customer was sent the following email on 7/10/15: Hi [redacted] , My name is [redacted] and I am in charge of handling complaints filed with the Revdex.comI've had a chance to review your complaint and account history with usI also reviewed the call you referenced with the agent named David and it seems though as though he misinformed youWe apologize for the confusion and would like to extend your early pay off deadline until the end of the month (July 31st, 2015) Please accept our apologies and feel free to contact me with any other questions or concerns Thank you, Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Smart pay contacted me via email on Friday July 10, at 15: Smart Pay Response: [redacted] (Help Center) Jul 10, 15: Hi [redacted] , My name is [redacted] and I am in charge of handling complaints filed with the Revdex.comI've had a chance to review your complaint and account history with usI also reviewed the call you referenced with the agent named David and it seems though as though he misinformed youWe apologize for the confusion and would like to extend your early pay off deadline until the end of the month (July 31st, 2015) Please accept our apologies and feel free to contact me with any other questions or concerns Thank you, Smart Pay Customer Support Team I notice once again how this email is not detailed at all; in fact I'm not sure if they are responding to help me resolve my issues or just responding to say they did because they were contacted by the Revdex.comI also realize they observed I was misinformed by one of their representativeSecondly, [redacted] stated "I am in charge of handling complaints filed with the Revdex.com." If this is true where is his direct number so I could give him a phone call? In addition I notice he didn't leave any phone number for a complaint departmentOn Tuesday July 14,I called Smart pay to hopefully get in contact with [redacted] or someone in the complaints department , I was told that I could talk to her about my concernHer name was *** Below is an email confirmation I will also attach this emailI asked [redacted] about the complaints department and she was clueless about a complaint departmentOn the other hand [redacted] did tell me that I could email smart, [redacted] @smartpaylease.com [redacted] told me I could mail my complain inso I begin to state my complaint to her, telling her that I wanted to make the payment to complete my contract with Smart Pay for the amount of $she told me because I missed the date for June, my payment had increase from $534.20, to $643.00.in addition my option to buy out for the $is not an option anymoreI also explained how I was told they would modify my dateShe immediately started to tell me how the modification date is totally different from the buyout dateI explained that is not what I was told or receive recently in my emailI also make clear to her how I was misinformed by one of their representatives, my current total balance was $and early pay off would be $This is what I was told I had to pay to end the contractWithout delay [redacted] the customer Service she told me she will send my complaint to the head officeI told her I don't think it is fair to me that I should have to pay to buy out my contract if the phone was around the same price, including the $I already paid [redacted] (Help Center) Jul 14, 15: Hi [redacted] , Thank you for contacting Smart Pay Support If you have any further questions, please let us know by contacting us at [redacted] @smartpaylease.com or XXX-XXX-XXXXFor answers to our Frequently Asked Questions, you may visit SmartPaylease.com/help Best, Final Business Response / [redacted] (4000, 22, 2015/07/31) */ Hi [redacted] , We are contacting you to follow up with you on your SmartPay Settlement Agreement Your Buy Out request was processed successfully Transaction date: 7/29/ We debited your primary payment method for the amount of: $ Your SmartPay lease has been completed Please allow up to business days for this to be reflected at SmartPayLease.com/login Thank you very much and if you would like to view the details of your SmartPay lease, you may do so by logging in at SmartPayLease.com/loginHere you can view your payment dates, SmartPay Lease Terms and Conditions as well as other relevant information regarding your SmartPayLeaseIf you have further questions, you may visit SmartPayLease.com/help for more information or you may contact us at XXX-XXX-XXXX Best, [redacted] Final Consumer Response / [redacted] (4200, 30, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello I'm writing to inform you concerning my complaint filed against Smart PaySmart Pay gave me two options concerning my leasing contract with themFirst option was an early pay payoff amount for $to complete my contract, or Secondly send the product( Samsung Galaxy sphone) back too Smart to terminate the contractI choose to honor my word and make the payment of $on July 29, I later received an email stating "I receive an email from Smart Pay telling me thank you for your payment in the amount of $and I have payments left and you also encouraged me to keep my card on file." As of today I'm not sure what's actually going onAs of Monday August 10, I really do not know if my lease is completedI receive several emails from different support representative all saying something different concerning this leasing contract
Initial Business Response / [redacted] (1000, 5, 2014/02/18) */ On 2/18/14, the following email was sent to the customer: Hi [redacted] , Thank you for contacting SmartPay Customer SupportWe have reviewed your email and have also seen that you have filed a complaint with the RevDex.com - please let this email serve as a response to both Per the Terms & Conditions of your SmartPay lease, that were agreed to when you signed up for SmartPay, your lease is divided into payments of $39.41, with a portion of each payment going to the price of the phone and another portion to cover rental fees (the Terms & Conditions are available in your online SmartPay account at home.billfloat.com and are also attached to this email)You also have the option of paying off your lease at any time at a discount, with the ability to waive any rental fees if the pay off is completed within days of the initiation of the lease ("days same-as-cash")In your case, the last day to have taken advantage of the same-as-cash option was 01/16/ Our records also show that you had called our customer support center several times before your same-as-cash expiration date (October 14th and December 24th), where the agents that helped you explained how the same-as-cash option works and what your date would be Please review the attached document and feel free to contact us with any other questions or concernsYour complaint also mentioned that you had trouble contact usFor SmartPay Customer Support, please either email us at [redacted] @billfloat.com or call us at (XXX) XXX-XXXX Thank you,
Initial Business Response / [redacted] (1000, 5, 2014/11/03) */ Customer received e-mail from SmartPay customer support on 10/with adjustments to the leaseCustomer confirmed that she received e-mail; customer lease details in the process of being updatedCustomer will receive e-mail regarding payment dates, future lease payments once these changes have been made Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Its been more than two months now that this all started , and I have yet to recive my money back I am highly dissapointed Final Business Response / [redacted] (4000, 9, 2014/11/10) */ customer received e-mail with resolution 11/
Horrible!!! The phone only worked with my straight talk for a monthThey then tried to tell me smart pay has nothing to do with straight talk and I need a new simI bought different SIM cards and got absolutely NO CUSTOMER SERVICE they tell me what I want to hear and never do what they sayI've been trying to return this phone for over a month and they still haven't sent me a box that they told me times I would get in days!! Please don't use them! I don't know why they have an A rating because they are a SCAM! I am out $bc of them and still can't use my phone and lost my # I had for years!
First thing out of everything...TERRIBLE COMPANYJust to give you a ideaI got the new iphone SE which is around I have to pay a month for months which is a total of around That is ridiculousI returned the phone with very minimal damage to it (a couple of scratches)They are now charging me for repairs and will continue to charge me my monthly till I pay the damage feeThis company is a outstanding example of lowlifes who just steal moneyI will not give a single penny to this company
Initial Business Response / [redacted] (1000, 5, 2014/04/29) */ On 4/29/14, the customer was sent the following email: Hi ***, My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.comWe've received your complaint and unfortunately for a lease to be paid off without any fees ("same-as-cash"), it needs to be done so within daysWe apologize for any inconvenience Please feel free to respond with any questions or concerns Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was with in days if this is how you treat customers than I will no better than using you in the fucher I will also let all my familt and frinds know jiw you conduct business and make for sure my complant is know with metro pcs Final Business Response / [redacted] (4000, 9, 2014/05/13) */ On 5/13/14, the customer was sent the following email: Hi ***, In response to your message on the Revdex.com website: Unfortunately, as stated in the previous email, we are unable to process days same-as-cash for your lease as your request was made past the day markAt this point, you have two options: 1) Continue making your regular monthly lease paymentsTo date, you have completed of the paymentsTo complete your lease obligation you would need to make more monthly payments of $ 2) Early Purchase Option - you still have the option to end your lease early by making a payment of $ 3) Return the Phone - you can also return the phone to us using a label we will send youOnce we receive your phone, your lease obligation will be considered complete Please do not hesitate to contact us with any other questions or concerns Thank you,
I signed up with SmartPay through StraightTalk's web siteI read every bit of small print and was not once informed of all of the fees associated with leasing a phoneAfter signing up, the fees were then made available to me once I logged into my account on SmartPay's pageI IMMEDIATELY called SmartPay to cancel my leaseThey then told me I had to call StraightTalkI called StraightTalk, they told me they couldn't find my order numberI then opened up my invoice from StraightTalk to find "Quality One Wireless" listed on the bottom of the receiptI called them and got a strange voicemailI had to email them times before hearing back and they confirmed the cancellation of my orderI was then told my refund would come in hoursNeedless to say that never happenedI emailed Q1W back on Wednesday and they informed me that "I would need to check with SmartPay as to the status of my refund." Talk about a runaround! I called SmartPay and was told they have no confirmation of my order being cancelled, and unless Q1W informed them I canceled, I could not receive a refund! What a joke! I then forwarded my proof of cancellation to their support department and got a reply "we have received your emailyour case is being escalated." What a crockNOTHING has happenedI called again today and was basically told to give them another week to process my refundI will be calling them back in days if I see nothing has occurredI am lividThis is the biggest scam I have ever dealt with in my lifeNot to mention their leasing fees are more than 100% of the cost of the phone! AFTER signing up I was informed I would ultimately pay $for a $phone! Outrageous! Bad business all around
Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ The following email was sent to the customer on 4/9/ Hi [redacted] , My name is [redacted] and I'm charge of handling complaints filed with the Revdex.comI've had a chance to review your complaint and account history and wanted to clarify a few thingsOur records show that on 3/31/15, you initiated payments of $for your SmartPay lease, several minutes apartThese payments were applied to your account and helped pay off your leaseOn 04/01/15, we were notified by your bank that you were disputing the first of the three payments claiming that it was a duplicateBecause you initiated the payments yourself (and they were not collected by our system), we responded to the dispute stating that it was not a duplicate because it was initiated by the customer (you)Ultimately, the dispute was ruled in your favor and the payment that had been applied to your account was put back in your bank account (and no longer was applied to your SmartPay account)Because of this, your account is no longer closed or fully paid for and still owes $ Please do not hesitate to contact me with any other questions or concerns Thank you,
Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Dear Ms***, We are sorry you had challenges with your Page Plus orderSmartPay is a separate company from Page PlusIf you have questions regarding your Page Plus order and experience, we suggest contacting them directly We have searched our database using the email address you have provided ( [redacted] @yahoo.com) and we are unable to find an active SmartPay lease associated with this email addressWe do see there are two pervious expired applicationsOne of the previous expired applications does have a refunded payment associated with the applicationI have attached a copy of the refund receipt for your referenceIf you have any questions regarding the status of your refund, we suggest you contact your bank directly We hope this information is helpful Best,
Initial Business Response / [redacted] (1000, 5, 2014/06/04) */ This customer's inquiries to our customer support department have been responded to and a resolution offeredIf he has any other further questions, we would be glad to answer them Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) They offered to cancel the last payment which is simply not good enough.I have already paid this company $as of January 17,2014.The phone only costs $retail price, $after taxes according to the boost mobile/ smart pay receipt which I still have.As January Boost mobile no longer does business with this company because of their very shady business practicesThey have continued to charge my account for the past months in the amount of $per month which totals another The least amount of money I will accept is $If this issue can't be resolved soon I will be contacting my lawyer to see about suing this company for emotional distress Final Business Response / [redacted] (4000, 9, 2014/06/17) */ customer was responded to via e-mail
Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Hi [redacted] , We're sorry to hear you're frustrated. If your device was defective when you received it, we suggest contacting Straight Talk about it. You can provide them with your order number: ST_XXXXXX For issues with your phone... service, please contact Straight Talk. https://www.straighttalksmartpay [redacted] Otherwise, if you wish to cancel your lease, you can do so by returning the item to SmartPay. Attached to this email is the prepaid FedEx shipping label for you to return the items directly to SmartPay. If you are returning an iPhone, please make certain you have deactivated your service and turned off the Find my iPhone feature. After we receive items in the mail, we will send you an email to confirm that your lease purchase agreement has been cancelled. This usually takes 10-15 days to process once the items are shipped. If your phone was damaged, and you haven't purchased insurance from your carrier, you will be responsible for one of the following (the lesser amount): Fair market value of the phone depending on its condition when received by SmartPay Remaining Rent Owed Note: If you return your items to SmartPay, you will not be refunded any lease payments, as they are considered part of your SmartPay lease purchase plan. You can view your SmartPay account information, including your payment dates and Terms & Conditions (attached), by logging into your dashboard at SmartPayLease.com/login. For further questions, contact us at XXX-XXX-XXXX or visit SmartPayLease.com/help. Thank you for your patience. Best, SmartPay Customer Support Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your a terrible company and I will not be returning any defective equipment so that you can redistribute to another customer. I am disputing the charges with my bank as we speak. Straight talk on 2 separate occasions has told me that they don't have any record of that phone IMEI number so your company are a bunch of liars and frauds. I will NEVER recommend your service to anyone. Final Business Response / [redacted] (4000, 9, 2015/10/30) */ Dear Ms. [redacted] , We're sorry to hear you're frustrated, and we understand your frustration, but unfortunately, we are unable to assist you. If your device was defective when you received it, we suggest contacting Straight Talk about it. You can provide them with your order number: ST_XXXXXX For issues with your phone service, please contact Straight Talk. https://www.straighttalksmartpay.com/ [redacted] Otherwise, if you wish to cancel your lease, you can do so by returning the item to SmartPay. Attached to this email is the prepaid FedEx shipping label for you to return the items directly to SmartPay. If you are returning an iPhone, please make certain you have deactivated your service and turned off the Find my iPhone feature. After we receive items in the mail, we will send you an email to confirm that your lease purchase agreement has been cancelled. This usually takes 10-15 days to process once the items are shipped. If your phone was damaged, and you haven't purchased insurance from your carrier, you will be responsible for one of the following (the lesser amount): Fair market value of the phone depending on its condition when received by SmartPay Remaining Rent Owed Note: If you return your items to SmartPay, you will not be refunded any lease payments, as they are considered part of your SmartPay lease purchase plan. You can view your SmartPay account information, including your payment dates and Terms & Conditions (attached), by logging into your dashboard at SmartPayLease.com/login. For further questions, contact us at XXX-XXX-XXXX or visit SmartPayLease.com/help. Thank you for your patience. Best, Final Consumer Response / [redacted] (4200, 11, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again I will not be returning anything and I will no longer pay your company for the defective phone. My carrier said the phone didnt come from them so Im now done with your company and any payment that is owed will remain unpaid.
I can't even begin to tell you what a pain in my rear this company has becomeI lost one of my jobs and could no longer afford to make the needed payments so I asked for a returnThey told me it would take 3-business days for them to EMAIL me a return labelIn what world does email take that long? Continuing, I returned the product as instructed and followed all steps needed to ensure the phone was cleared of any and all links to meI got an email a few days after they received the phone telling me I didn't do it correctlyI was again followed the steps, but my iCloud account did not even have that phone listed any longer! I emailed back telling them I did what they told me and what I foundEvery time I emailed back I got an IMMEDIATE AUTOMATED response telling my the email address was invalid even though all I did was hit replyNow I'm being told my return can't be processed until the support team tells me everything with the phone is okayI asked to speak with a support team member and was told "we do not have a number for you to contactAll they can do is email you." I already knew what was happening at this pointThis company is a joke and a scam to get money out of customers
I went into boost mobile of july this year to purchase a cell phone.I was coaxed into signing up what I thought was for store credit,the sales clerk did not explain the program to me as he continued to put in my details for the phone.After a minute or two while registering me, he said I was eligible for $credit limit.this seemed strange to me because I just claimed bankruptcy two months earlier.He said that the bankruptcy didn't matter for instore credit.I got my phone and other item totaling $500.00.I put down $ for payment.I found out later when I got home to do research on this company that they are a leasing company and that I would not be able to get my money back and would have to go through a process to cancel my plan.I sent back the hot spot device and kept the cell phone which is $300.00.retailed the same everywhere I go and see the same phone..They call and hassle you about your payment and insist that I owe them $
Initial Business Response /* (1000, 8, 2014/03/13) */
Per the Terms & Conditions that were agreed to on 09/25/13, when the customer signed up for our lease-to-own program for the Droid Incredible phone they leased, the program is a payment program of $
To date, the customer
has made of the payments and is payment overdue
All the collections made on this customer are within the agreement associated with this lease
A copy of these terms is available in their online SmartPay account at home.billfloat.com
Initial Business Response /* (1000, 5, 2014/08/29) */
customer received a response via e-mail
Initial Consumer Rebuttal /* (3000, 7, 2014/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issue was not resolved
Final Business
Response /* (4000, 9, 2014/09/05) */
customer received a response via e-mail
Initial Business Response /* (1000, 6, 2014/04/01) */
This issue is a result of a clerk error and is being handled directly with the customer over email
Initial Consumer Rebuttal /* (3000, 8, 2014/04/03) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
I have received an email saying that they are going to adjust my payments, but the refund and Same As Cash has not actually happened yetI am waiting to see if they issue me a refund before accepting their responseThey have sent me several emails promising to fix it in the past without following through
Final Business Response /* (4000, 10, 2014/04/07) */
This customer's same-as-cash payment has processed successfully - their lease is complete, as is their obligation to SmartPay
Final Consumer Response /* (2000, 13, 2014/04/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After months of waiting, they gave me my Same As Cash with the correct charge
They have refunded me the overcharged amount
I can't say that I'm happy with having to wait this long, or with the fact that they charged me first before refunding me
In the end, everything is correct thoughThey corrected their error
Initial Business Response /* (1000, 5, 2014/12/09) */
customer received a response via e-mail
Initial Consumer Rebuttal /* (3000, 12, 2015/04/21) */
Update: Smartpay went back and forth with me about the paymentAt first they were not inclined to honor my requested but
eventually they agreed to allow me to pay the last bill and the account was closed and paid in full as of 12/22/
Final Business Response /* (4000, 14, 2015/04/22) */
This case appears to be resolved
Final Consumer Response /* (2000, 16, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/20) */
Hi ***,
You can return the items to Page Plus within days of receiving themIf the items are returned to Page Plus after the 7-day return window, they are forwarded to SmartPay (to be processed as a SmartPay return)For SmartPay
returns, payments are not refunded as they are considered part of your lease purchase plan
The situation is that we did not receive the items, which is why your lease is still activeHowever, we are willing to make an exception in your case and cancel your SmartPay leasePlease allow 7-business days for our team to update your account status to void the overdue amount
Thank you for your patience, and we apologize for the inconvenience
Best,
SmartPay Customer Support Team
Initial Consumer Rebuttal /* (3000, 9, 2016/01/22) */
My complaint is against Smart Pay,as I returned their phone which was delivered to me and found to be bad/dead.I called got a RMA#,which I wrote on return box times.they emailed plus by phone confirmed they got there phone back.yet one year later they have on different months tried to take $500.00+ illegally from my bank account.I still have all my proof,in my tracking # my RMA # they gave me plus the fact by phone and email they received the phone.they are a corrupt company praying on people who they think do not keep their records.there actions as a company are criminal.they should be Charged for Fraud
Final Business Response /* (4000, 11, 2016/02/01) */
Hi ***,
We're sorry to hear that the device was defective when you received itSmartPay is a separate company from Page Plus, a partner companyPage Plus ships out the items and issues the RMA #sTherefore, the items would have been returned to them (if you were requesting an exchange or a refund within the days return window)After the day return window has passed, returns would need to be processed by SmartPay
We understand this has been a frustrating situation, and we are willing to make an exception in your case and cancel your SmartPay lease, even though SmartPay did not receive the items
Best,
SmartPay Customer Support Team
Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Hi [redacted] , We're sorry to hear that you have been experiencing issues with your devicePlease note that SmartPay is a separate company from MetroPCS, a partner company SmartPay is a lease-to-purchase program that spreads the cost of your smartphone and other items over multiple payments(Payments include rental fees and taxes, in addition to a portion of the retail price of the items.) If a store is not willing to process a return for your device, you can return it directly to SmartPayCustomers who return items to SmartPay are not usually refunded any lease payments, as they are considered part of your *lease purchase plan We do not offer exchanges or repairsUsually, if a damaged phone is returned to SmartPay, and you haven't purchased insurance from your carrier, you are responsible for one of the following (the lesser amount): Fair market value of the phone depending on its condition when received by SmartPay Remaining Rent Owed More details are in the Terms & Conditions you agreed to when you have applied for SmartPay (a copy has been attached to this email) Our records show that we emailed you a prepaid FedEx shipping label on July 29th to return your device to SmartPay In this case, we are willing to offer an exception and refund you for half of your initial payment (refund amount: $75.41) if we receive the item within days If you have more questions, contact us at [redacted] @smartpaylease.com, or call (XXX) XXX-XXXXOur call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST Thank you for your patience Best SmartPay Customer Support Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am only accepting the response because I was not expecting ANY kind of refund due to previous requests of such via telephone with SmartPay reps and one online chat encounter with a rep being very adamant about not refunding my depositAlthough I am accepting the response, I have to say that I disappointed with my experience overall with SmartPay due to their partner, MetroPCS, and I feel that I must voice my concerns as a consumer and advice to any future consumers, hoping that this is an isolated incidentI have to say that if SmartPay has this partnership with MetroPCS and other cellular carriers, it would be ideal to ensure that the employees of that partner are better trained and educated on the SmartPay program if they are going to handle these kind of transactions and in essence, represent SmartPay at their stores, even if they are separate from SmartPayThey basically shrugged their shoulders and leave customers out in the coldThey cannot assume that consumers are aware of the "terms and conditions" as SmartPay's response to me indicated that I was made aware of and agreed toI received these "Terms and Conditions" for the very first time as part of the response to my complaintI had only received an e-mail showing a summary of how much I had paid for my deposit, how much my monthly payment would be, how many payments were left and where the device was leased from and through whomIn fact, the MetroPCS employee stated, "I have never processed a SmartPay transaction before," and had to call a manager over the phone to process my transactionI was not given any paper work, was not told that the device was not aMetroPCS phone, that insurance would not be aviable to me because of this, that SmartPay is a third party company and has nothing to do with MetroPCSThe transaction was processed and was told the deposit is this much, monthly payment this much..that's itNo one said before the transaction that I would not be able to return the device or anythingEVERYTHING was said to me after I came back because the device did not want to work properly connectivity wiseI do appreciate and accept the exception SmartPay has made even though I strongly feel and believe that I should be returned my entire deposit but SmartPay please be aware of how transactions are being handled on your behalf at your partner locationsHad I been informed properly, I probably would had not proceeded with the transactionI do believe that MetroPCS has a lot of work to do (as far as their Service Center) in handling SmartPay transactions, especially if they are going to processing them and should be better informed, for their customers sakes.I don't think that them just saying, "We are separate from SmartPay, we have nothing to do with that, sorry there's nothing we can do for you" is acceptable nor is it good business practice on their partIf they cannot do this, they shouldn't partake as a participating provider Thank you for making the exception of returning half my deposit.I appreciate it
Initial Business Response / [redacted] (1000, 6, 2015/07/10) */ The customer was sent the following email on 7/10/15: Hi [redacted] , My name is [redacted] and I am in charge of handling complaints filed with the Revdex.comI've had a chance to review your complaint and account history with usI also reviewed the call you referenced with the agent named David and it seems though as though he misinformed youWe apologize for the confusion and would like to extend your early pay off deadline until the end of the month (July 31st, 2015) Please accept our apologies and feel free to contact me with any other questions or concerns Thank you, Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Smart pay contacted me via email on Friday July 10, at 15: Smart Pay Response: [redacted] (Help Center) Jul 10, 15: Hi [redacted] , My name is [redacted] and I am in charge of handling complaints filed with the Revdex.comI've had a chance to review your complaint and account history with usI also reviewed the call you referenced with the agent named David and it seems though as though he misinformed youWe apologize for the confusion and would like to extend your early pay off deadline until the end of the month (July 31st, 2015) Please accept our apologies and feel free to contact me with any other questions or concerns Thank you, Smart Pay Customer Support Team I notice once again how this email is not detailed at all; in fact I'm not sure if they are responding to help me resolve my issues or just responding to say they did because they were contacted by the Revdex.comI also realize they observed I was misinformed by one of their representativeSecondly, [redacted] stated "I am in charge of handling complaints filed with the Revdex.com." If this is true where is his direct number so I could give him a phone call? In addition I notice he didn't leave any phone number for a complaint departmentOn Tuesday July 14,I called Smart pay to hopefully get in contact with [redacted] or someone in the complaints department , I was told that I could talk to her about my concernHer name was *** Below is an email confirmation I will also attach this emailI asked [redacted] about the complaints department and she was clueless about a complaint departmentOn the other hand [redacted] did tell me that I could email smart, [redacted] @smartpaylease.com [redacted] told me I could mail my complain inso I begin to state my complaint to her, telling her that I wanted to make the payment to complete my contract with Smart Pay for the amount of $she told me because I missed the date for June, my payment had increase from $534.20, to $643.00.in addition my option to buy out for the $is not an option anymoreI also explained how I was told they would modify my dateShe immediately started to tell me how the modification date is totally different from the buyout dateI explained that is not what I was told or receive recently in my emailI also make clear to her how I was misinformed by one of their representatives, my current total balance was $and early pay off would be $This is what I was told I had to pay to end the contractWithout delay [redacted] the customer Service she told me she will send my complaint to the head officeI told her I don't think it is fair to me that I should have to pay to buy out my contract if the phone was around the same price, including the $I already paid [redacted] (Help Center) Jul 14, 15: Hi [redacted] , Thank you for contacting Smart Pay Support If you have any further questions, please let us know by contacting us at [redacted] @smartpaylease.com or XXX-XXX-XXXXFor answers to our Frequently Asked Questions, you may visit SmartPaylease.com/help Best, Final Business Response / [redacted] (4000, 22, 2015/07/31) */ Hi [redacted] , We are contacting you to follow up with you on your SmartPay Settlement Agreement Your Buy Out request was processed successfully Transaction date: 7/29/ We debited your primary payment method for the amount of: $ Your SmartPay lease has been completed Please allow up to business days for this to be reflected at SmartPayLease.com/login Thank you very much and if you would like to view the details of your SmartPay lease, you may do so by logging in at SmartPayLease.com/loginHere you can view your payment dates, SmartPay Lease Terms and Conditions as well as other relevant information regarding your SmartPayLeaseIf you have further questions, you may visit SmartPayLease.com/help for more information or you may contact us at XXX-XXX-XXXX Best, [redacted] Final Consumer Response / [redacted] (4200, 30, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello I'm writing to inform you concerning my complaint filed against Smart PaySmart Pay gave me two options concerning my leasing contract with themFirst option was an early pay payoff amount for $to complete my contract, or Secondly send the product( Samsung Galaxy sphone) back too Smart to terminate the contractI choose to honor my word and make the payment of $on July 29, I later received an email stating "I receive an email from Smart Pay telling me thank you for your payment in the amount of $and I have payments left and you also encouraged me to keep my card on file." As of today I'm not sure what's actually going onAs of Monday August 10, I really do not know if my lease is completedI receive several emails from different support representative all saying something different concerning this leasing contract
Initial Business Response / [redacted] (1000, 5, 2014/02/18) */ On 2/18/14, the following email was sent to the customer: Hi [redacted] , Thank you for contacting SmartPay Customer SupportWe have reviewed your email and have also seen that you have filed a complaint with the RevDex.com - please let this email serve as a response to both Per the Terms & Conditions of your SmartPay lease, that were agreed to when you signed up for SmartPay, your lease is divided into payments of $39.41, with a portion of each payment going to the price of the phone and another portion to cover rental fees (the Terms & Conditions are available in your online SmartPay account at home.billfloat.com and are also attached to this email)You also have the option of paying off your lease at any time at a discount, with the ability to waive any rental fees if the pay off is completed within days of the initiation of the lease ("days same-as-cash")In your case, the last day to have taken advantage of the same-as-cash option was 01/16/ Our records also show that you had called our customer support center several times before your same-as-cash expiration date (October 14th and December 24th), where the agents that helped you explained how the same-as-cash option works and what your date would be Please review the attached document and feel free to contact us with any other questions or concernsYour complaint also mentioned that you had trouble contact usFor SmartPay Customer Support, please either email us at [redacted] @billfloat.com or call us at (XXX) XXX-XXXX Thank you,
Initial Business Response / [redacted] (1000, 5, 2014/11/03) */ Customer received e-mail from SmartPay customer support on 10/with adjustments to the leaseCustomer confirmed that she received e-mail; customer lease details in the process of being updatedCustomer will receive e-mail regarding payment dates, future lease payments once these changes have been made Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Its been more than two months now that this all started , and I have yet to recive my money back I am highly dissapointed Final Business Response / [redacted] (4000, 9, 2014/11/10) */ customer received e-mail with resolution 11/
Horrible!!! The phone only worked with my straight talk for a monthThey then tried to tell me smart pay has nothing to do with straight talk and I need a new simI bought different SIM cards and got absolutely NO CUSTOMER SERVICE they tell me what I want to hear and never do what they sayI've been trying to return this phone for over a month and they still haven't sent me a box that they told me times I would get in days!! Please don't use them! I don't know why they have an A rating because they are a SCAM! I am out $bc of them and still can't use my phone and lost my # I had for years!
First thing out of everything...TERRIBLE COMPANYJust to give you a ideaI got the new iphone SE which is around I have to pay a month for months which is a total of around That is ridiculousI returned the phone with very minimal damage to it (a couple of scratches)They are now charging me for repairs and will continue to charge me my monthly till I pay the damage feeThis company is a outstanding example of lowlifes who just steal moneyI will not give a single penny to this company
Initial Business Response / [redacted] (1000, 5, 2014/04/29) */ On 4/29/14, the customer was sent the following email: Hi ***, My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.comWe've received your complaint and unfortunately for a lease to be paid off without any fees ("same-as-cash"), it needs to be done so within daysWe apologize for any inconvenience Please feel free to respond with any questions or concerns Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was with in days if this is how you treat customers than I will no better than using you in the fucher I will also let all my familt and frinds know jiw you conduct business and make for sure my complant is know with metro pcs Final Business Response / [redacted] (4000, 9, 2014/05/13) */ On 5/13/14, the customer was sent the following email: Hi ***, In response to your message on the Revdex.com website: Unfortunately, as stated in the previous email, we are unable to process days same-as-cash for your lease as your request was made past the day markAt this point, you have two options: 1) Continue making your regular monthly lease paymentsTo date, you have completed of the paymentsTo complete your lease obligation you would need to make more monthly payments of $ 2) Early Purchase Option - you still have the option to end your lease early by making a payment of $ 3) Return the Phone - you can also return the phone to us using a label we will send youOnce we receive your phone, your lease obligation will be considered complete Please do not hesitate to contact us with any other questions or concerns Thank you,
I signed up with SmartPay through StraightTalk's web siteI read every bit of small print and was not once informed of all of the fees associated with leasing a phoneAfter signing up, the fees were then made available to me once I logged into my account on SmartPay's pageI IMMEDIATELY called SmartPay to cancel my leaseThey then told me I had to call StraightTalkI called StraightTalk, they told me they couldn't find my order numberI then opened up my invoice from StraightTalk to find "Quality One Wireless" listed on the bottom of the receiptI called them and got a strange voicemailI had to email them times before hearing back and they confirmed the cancellation of my orderI was then told my refund would come in hoursNeedless to say that never happenedI emailed Q1W back on Wednesday and they informed me that "I would need to check with SmartPay as to the status of my refund." Talk about a runaround! I called SmartPay and was told they have no confirmation of my order being cancelled, and unless Q1W informed them I canceled, I could not receive a refund! What a joke! I then forwarded my proof of cancellation to their support department and got a reply "we have received your emailyour case is being escalated." What a crockNOTHING has happenedI called again today and was basically told to give them another week to process my refundI will be calling them back in days if I see nothing has occurredI am lividThis is the biggest scam I have ever dealt with in my lifeNot to mention their leasing fees are more than 100% of the cost of the phone! AFTER signing up I was informed I would ultimately pay $for a $phone! Outrageous! Bad business all around
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Customer was responded to directly via email on 7/14/15.
Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ The following email was sent to the customer on 4/9/ Hi [redacted] , My name is [redacted] and I'm charge of handling complaints filed with the Revdex.comI've had a chance to review your complaint and account history and wanted to clarify a few thingsOur records show that on 3/31/15, you initiated payments of $for your SmartPay lease, several minutes apartThese payments were applied to your account and helped pay off your leaseOn 04/01/15, we were notified by your bank that you were disputing the first of the three payments claiming that it was a duplicateBecause you initiated the payments yourself (and they were not collected by our system), we responded to the dispute stating that it was not a duplicate because it was initiated by the customer (you)Ultimately, the dispute was ruled in your favor and the payment that had been applied to your account was put back in your bank account (and no longer was applied to your SmartPay account)Because of this, your account is no longer closed or fully paid for and still owes $ Please do not hesitate to contact me with any other questions or concerns Thank you,
Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Dear Ms***, We are sorry you had challenges with your Page Plus orderSmartPay is a separate company from Page PlusIf you have questions regarding your Page Plus order and experience, we suggest contacting them directly We have searched our database using the email address you have provided ( [redacted] @yahoo.com) and we are unable to find an active SmartPay lease associated with this email addressWe do see there are two pervious expired applicationsOne of the previous expired applications does have a refunded payment associated with the applicationI have attached a copy of the refund receipt for your referenceIf you have any questions regarding the status of your refund, we suggest you contact your bank directly We hope this information is helpful Best,
Initial Business Response / [redacted] (1000, 5, 2014/06/04) */ This customer's inquiries to our customer support department have been responded to and a resolution offeredIf he has any other further questions, we would be glad to answer them Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) They offered to cancel the last payment which is simply not good enough.I have already paid this company $as of January 17,2014.The phone only costs $retail price, $after taxes according to the boost mobile/ smart pay receipt which I still have.As January Boost mobile no longer does business with this company because of their very shady business practicesThey have continued to charge my account for the past months in the amount of $per month which totals another The least amount of money I will accept is $If this issue can't be resolved soon I will be contacting my lawyer to see about suing this company for emotional distress Final Business Response / [redacted] (4000, 9, 2014/06/17) */ customer was responded to via e-mail
Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Hi [redacted] , We're sorry to hear you're frustrated. If your device was defective when you received it, we suggest contacting Straight Talk about it. You can provide them with your order number: ST_XXXXXX For issues with your phone... service, please contact Straight Talk. https://www.straighttalksmartpay [redacted] Otherwise, if you wish to cancel your lease, you can do so by returning the item to SmartPay. Attached to this email is the prepaid FedEx shipping label for you to return the items directly to SmartPay. If you are returning an iPhone, please make certain you have deactivated your service and turned off the Find my iPhone feature. After we receive items in the mail, we will send you an email to confirm that your lease purchase agreement has been cancelled. This usually takes 10-15 days to process once the items are shipped. If your phone was damaged, and you haven't purchased insurance from your carrier, you will be responsible for one of the following (the lesser amount): Fair market value of the phone depending on its condition when received by SmartPay Remaining Rent Owed Note: If you return your items to SmartPay, you will not be refunded any lease payments, as they are considered part of your SmartPay lease purchase plan. You can view your SmartPay account information, including your payment dates and Terms & Conditions (attached), by logging into your dashboard at SmartPayLease.com/login. For further questions, contact us at XXX-XXX-XXXX or visit SmartPayLease.com/help. Thank you for your patience. Best, SmartPay Customer Support Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your a terrible company and I will not be returning any defective equipment so that you can redistribute to another customer. I am disputing the charges with my bank as we speak. Straight talk on 2 separate occasions has told me that they don't have any record of that phone IMEI number so your company are a bunch of liars and frauds. I will NEVER recommend your service to anyone. Final Business Response / [redacted] (4000, 9, 2015/10/30) */ Dear Ms. [redacted] , We're sorry to hear you're frustrated, and we understand your frustration, but unfortunately, we are unable to assist you. If your device was defective when you received it, we suggest contacting Straight Talk about it. You can provide them with your order number: ST_XXXXXX For issues with your phone service, please contact Straight Talk. https://www.straighttalksmartpay.com/ [redacted] Otherwise, if you wish to cancel your lease, you can do so by returning the item to SmartPay. Attached to this email is the prepaid FedEx shipping label for you to return the items directly to SmartPay. If you are returning an iPhone, please make certain you have deactivated your service and turned off the Find my iPhone feature. After we receive items in the mail, we will send you an email to confirm that your lease purchase agreement has been cancelled. This usually takes 10-15 days to process once the items are shipped. If your phone was damaged, and you haven't purchased insurance from your carrier, you will be responsible for one of the following (the lesser amount): Fair market value of the phone depending on its condition when received by SmartPay Remaining Rent Owed Note: If you return your items to SmartPay, you will not be refunded any lease payments, as they are considered part of your SmartPay lease purchase plan. You can view your SmartPay account information, including your payment dates and Terms & Conditions (attached), by logging into your dashboard at SmartPayLease.com/login. For further questions, contact us at XXX-XXX-XXXX or visit SmartPayLease.com/help. Thank you for your patience. Best, Final Consumer Response / [redacted] (4200, 11, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again I will not be returning anything and I will no longer pay your company for the defective phone. My carrier said the phone didnt come from them so Im now done with your company and any payment that is owed will remain unpaid.
I can't even begin to tell you what a pain in my rear this company has becomeI lost one of my jobs and could no longer afford to make the needed payments so I asked for a returnThey told me it would take 3-business days for them to EMAIL me a return labelIn what world does email take that long? Continuing, I returned the product as instructed and followed all steps needed to ensure the phone was cleared of any and all links to meI got an email a few days after they received the phone telling me I didn't do it correctlyI was again followed the steps, but my iCloud account did not even have that phone listed any longer! I emailed back telling them I did what they told me and what I foundEvery time I emailed back I got an IMMEDIATE AUTOMATED response telling my the email address was invalid even though all I did was hit replyNow I'm being told my return can't be processed until the support team tells me everything with the phone is okayI asked to speak with a support team member and was told "we do not have a number for you to contactAll they can do is email you." I already knew what was happening at this pointThis company is a joke and a scam to get money out of customers
I went into boost mobile of july this year to purchase a cell phone.I was coaxed into signing up what I thought was for store credit,the sales clerk did not explain the program to me as he continued to put in my details for the phone.After a minute or two while registering me, he said I was eligible for $credit limit.this seemed strange to me because I just claimed bankruptcy two months earlier.He said that the bankruptcy didn't matter for instore credit.I got my phone and other item totaling $500.00.I put down $ for payment.I found out later when I got home to do research on this company that they are a leasing company and that I would not be able to get my money back and would have to go through a process to cancel my plan.I sent back the hot spot device and kept the cell phone which is $300.00.retailed the same everywhere I go and see the same phone..They call and hassle you about your payment and insist that I owe them $
Initial Business Response /* (1000, 8, 2014/03/13) */
Per the Terms & Conditions that were agreed to on 09/25/13, when the customer signed up for our lease-to-own program for the Droid Incredible phone they leased, the program is a payment program of $
To date, the customer
has made of the payments and is payment overdue
All the collections made on this customer are within the agreement associated with this lease
A copy of these terms is available in their online SmartPay account at home.billfloat.com
Initial Business Response /* (1000, 5, 2014/08/29) */
customer received a response via e-mail
Initial Consumer Rebuttal /* (3000, 7, 2014/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issue was not resolved
Final Business
Response /* (4000, 9, 2014/09/05) */
customer received a response via e-mail
Initial Business Response /* (1000, 6, 2014/04/01) */
This issue is a result of a clerk error and is being handled directly with the customer over email
Initial Consumer Rebuttal /* (3000, 8, 2014/04/03) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
I have received an email saying that they are going to adjust my payments, but the refund and Same As Cash has not actually happened yetI am waiting to see if they issue me a refund before accepting their responseThey have sent me several emails promising to fix it in the past without following through
Final Business Response /* (4000, 10, 2014/04/07) */
This customer's same-as-cash payment has processed successfully - their lease is complete, as is their obligation to SmartPay
Final Consumer Response /* (2000, 13, 2014/04/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After months of waiting, they gave me my Same As Cash with the correct charge
They have refunded me the overcharged amount
I can't say that I'm happy with having to wait this long, or with the fact that they charged me first before refunding me
In the end, everything is correct thoughThey corrected their error
Initial Business Response /* (1000, 5, 2014/12/09) */
customer received a response via e-mail
Initial Consumer Rebuttal /* (3000, 12, 2015/04/21) */
Update: Smartpay went back and forth with me about the paymentAt first they were not inclined to honor my requested but
eventually they agreed to allow me to pay the last bill and the account was closed and paid in full as of 12/22/
Final Business Response /* (4000, 14, 2015/04/22) */
This case appears to be resolved
Final Consumer Response /* (2000, 16, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/20) */
Hi ***,
You can return the items to Page Plus within days of receiving themIf the items are returned to Page Plus after the 7-day return window, they are forwarded to SmartPay (to be processed as a SmartPay return)For SmartPay
returns, payments are not refunded as they are considered part of your lease purchase plan
The situation is that we did not receive the items, which is why your lease is still activeHowever, we are willing to make an exception in your case and cancel your SmartPay leasePlease allow 7-business days for our team to update your account status to void the overdue amount
Thank you for your patience, and we apologize for the inconvenience
Best,
SmartPay Customer Support Team
Initial Consumer Rebuttal /* (3000, 9, 2016/01/22) */
My complaint is against Smart Pay,as I returned their phone which was delivered to me and found to be bad/dead.I called got a RMA#,which I wrote on return box times.they emailed plus by phone confirmed they got there phone back.yet one year later they have on different months tried to take $500.00+ illegally from my bank account.I still have all my proof,in my tracking # my RMA # they gave me plus the fact by phone and email they received the phone.they are a corrupt company praying on people who they think do not keep their records.there actions as a company are criminal.they should be Charged for Fraud
Final Business Response /* (4000, 11, 2016/02/01) */
Hi ***,
We're sorry to hear that the device was defective when you received itSmartPay is a separate company from Page Plus, a partner companyPage Plus ships out the items and issues the RMA #sTherefore, the items would have been returned to them (if you were requesting an exchange or a refund within the days return window)After the day return window has passed, returns would need to be processed by SmartPay
We understand this has been a frustrating situation, and we are willing to make an exception in your case and cancel your SmartPay lease, even though SmartPay did not receive the items
Best,
SmartPay Customer Support Team