Initial Business Response /* (1000, 5, 2015/09/04) */
Hi ***,
Thank you for applying for SmartPayYour application was declined on account of a failure to correctly answer questions intended to verify and protect the identities of our customersWe apologize for any inconvenience
this may have caused
Please rest assured that the information you provided is stored securelyFor further details on how we store personal information, please review our **Privacy Policy** at www.smartpaylease.com/privacy
Thank you again
Best,
SmartPay Customer Support Team
Initial Consumer Rebuttal /* (3000, 8, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Given that the questions asked, did not pertain to where I liveThere is no hospital in my town, the ones listed where more than an hour away from my homeSecondly, the street listed as closest to me, where no where near my homeThis makes very little since
THEY obtained my bank information, prior to asking any questionsThen charged my bank account centsWhat was this fee for?
I believe the advertising is misleadingSecurity questions should be given upfront, and pertain to the area a person lives inA person should not have to provide bank information, until they are actually approvedThis information needs to be provided to the potential customerSmartPay's word that my information is secured is not very comfortingGiven that they used my information, although for minimal amountIt is still my money, and I did not authorize itI learned of it from viewing my account transactions
I want my bank account information, contact, what ever information they have stored pertaining to me, removed permanentlyI also want my money returned
Final Business Response /* (4000, 10, 2015/09/11) */
Hi ***,
We're sorry to hear you're frustrated
A temporary* $authorization will be required when a debit card is added to validate itOnce authorized, it will be reversed
As your application was declined, we did not collect an upfront payment
Per your request, your debit card ending in has been designated as invalid by us
For further details on how we store personal information, please review our Privacy Policy at www.smartpaylease.com/privacy
If you have more questions, contact us at ***@smartpaylease.com, or call (XXX) XXX-XXXX
Thanks again, and have a great day
Best,
SmartPay Customer Support Team
Final Consumer Response /* (2000, 12, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/19) */
The following email was sent to the customer on 5/19/15:
Hi ***,
My name is *** and I am contacting you in response to your complaint with the Revdex.comI wanted to clarify the terms of your lease to clear up any
confusion
Our records show that on 11/16/2014, you leased a ASUS D550MA-DS(valued at $291.66) at a RadioShack at *** *** STE *** *** *** XXXXXThe lease you agreed to came with a day free BuyOut option - this means that if you made payments totaling $by 1/19/2015, you would own the leased item without having to pay any rental fees beyond the in-store price
This information, and other details about your lease, are included in the Terms & Conditions associated with your lease, which was available to you before you agreed to the lease and continue to be available in your online SmartPay account at https://home.smartpaylease.com/loginI have also attached a copy to this email for your convenience
Additionally, our records show that on 12/3/2014, you received a Welcome Call from one of our customer support agents where the terms of your lease were reviewed (the purpose of our Welcome Calls are to go over the terms of the lease, clarify any details, and make sure any questions you may have are answered)The notes from the call indicate that you understood and agreed to what was explained to you
Please do not hesitate to contact us with any other questions or concerns
Thank you,
Initial Business Response /* (1000, 5, 2014/03/13) */
On 3/13/14, the following email was sent to the customer:
Hi ***,
Thank you for contacting SmartLine Customer SupportWhen the balance of an account is paid off, the account is not automatically closed unless the customer
indicates so specifically (however, your account has since been closed)Leaving the account open allows the customer to continue using the features of the account, with a monthly maintenance feeIf you meant to close your account when you paid off the balance, please let us know and we will refund you the $
Thank you,
Initial Business Response /* (1000, 5, 2015/11/12) */
Hi ***,
We are sorry to hear that your device is not workingHowever, SmartPay is a separate company from Straight Talk, a partner companyPlease contact Straight Talk with any warranty-related concerns you may have
SmartPay
does not offer replacements or exchangesWe apologize for any inconvenience this may causeHowever, if you would like 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 SmartPayIf you are returning an iPhone, please make certain you have deactivated your service and turned off the Find my iPhone feature
After we receive the items in the mail, we will send you an email to confirm that your lease purchase agreement has been cancelled(If it is a partial return, we will adjust your future lease payments to reflect the remaining items leased.) This usually takes 10-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
In order for us to suspend the payment due on 11/20/2015, we will need to receive the device by 11/18/
You can view your SmartPay account information, including your payment dates and Terms & Conditions (attached), by logging into your dashboard at SmartPayLease.com/loginFor further questions, contact us at XXX-XXX-XXXX or visit SmartPayLease.com/help
Best,
SmartPay Customer Support Team
Initial Consumer Rebuttal /* (3000, 12, 2015/12/11) */
SmartPay took the phone back and canceled the leaseI didn't get the refund of the money they took from my account, but at this point, I'm just glad it is over, and will take that as a resolution
Final Business Response /* (4000, 14, 2015/12/17) */
Hi ***,
We are sorry to hear that your device was not working
To confirm, we did receive the device, and have cancelled your SmartPay LeaseWe did not charge you a damage fee
Best,
SmartPay Customer Support Team
Initial Business Response /* (1000, 5, 2014/07/18) */
Hi ***,
My name is *** and I'm in charge of handling complaints filed with the Revdex.comI've had a chance to review your complaint and your history with us
As we have mentioned in our email communications with
you, there is an issue with you account that we're actively working onThe best way to quickly resolve this issue is by submitting a payment is via mail
Please feel free to respond with any questions or concerns
All the best,
***
Initial Business Response /* (1000, 5, 2014/03/13) */
A resolution was proposed and sent via email to ***@SBCGLOBAL.NET on 3/13/
Final Consumer Response /* (2000, 10, 2014/03/17) */
Complaint can be closed nowI have received the information necessary to proceed with
resolving my issue
Thanks for your assistance
*** ***
Initial Business Response /* (1000, 5, 2014/02/18) */
We have reviewed this customer's case and it appears as though their lease has been paid off and their obligation fulfilledFrom their complaint, it was unclear how we would be able to assist themFor assistance, we suggest they contact
our customer support center by emailing ***@billfloat.com or calling XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/02/23) */
The following response was emailed to the customer on 02/23/15:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history...
with us and understand that there my have been some confusion regarding your payment schedule.
Your lease terms state that your collection schedule is once monthly. Our system generates the collection schedules for payment collection automatically and your lease collects roughly every 28 days, which means the day of the month can vary from month to month. However, your complete list of payment dates were available to you before you agreed to the lease in the lease Terms & Conditions and continue to be available in your online SmartPay account at https://home.smartpaylease.com/login. I've included a copy of this document as an attachment to this email.
Unfortunately, due to system limitations we are unable to make any permanent adjustments to the payment schedule, however we are able to make temporary changes to upcoming due dates - please be advised, you can only change your due date once per payment cycle and you must make the change no later than 2 days before the payment is due. In addition, you can only move your payment by 7 days if you pay once a month or by 4 days if you pay twice monthly.
We apologize for any inconvenience or misunderstanding. Please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response doesn't rectify the use of unauthorized debts from my bank account when I was told that my payment would be on the 19th of every month by a representative at smart pay when I first signed up with them.
Final Business Response /* (4000, 9, 2015/03/04) */
The debits from your account were done so according to the schedule in the Terms & Conditions that were agreed to at the time the lease was applied for. We've included a copy of your Terms & Conditions to an email sent to you today - this document was available before the lease was originated and on your online SmartPay account at https://home.smartpaylease.com/login.
If you were not presented with the opportunity to view the Terms & Conditions in the store before you agreed to the lease, we recommend that you speak to the manager of the store and explain the situation to them.
Initial Business Response /* (1000, 5, 2015/02/06) */
The following email was sent to the customer on 2/6/15:
Hi [redacted],
This email is in response to your complaint with the Revdex.com. As stated in the previous communication by our agent, we are unable to make permanent...
changes to your payment schedule because of limitations in our system. Please accept our apologies as we realize realize that this might be an inconvenience to you. The payment schedule associated with your lease has not changed since the origination of the lease.
There is an option to make manual changes to your payment date, however these changes need to be made no more than 2 days before the payment is due, can only be moved by 4 days, and must be done for every payment you wish to be moved by contacting our customer support center.
Additionally, at any time during the lease you have the option to either return the leased item (using a pre-paid shipping label which we provide) and avoid any future lease payments, or pay off the lease early.
Separately, if you feel that you were misinformed by the sales associate in the store where you signed up for SmartPay, we suggest you return to the store to discuss it with them.
Please feel free to respond with any questions or concerns.
Thank you
Initial Business Response /* (1000, 5, 2014/04/29) */
On 4/29/14, the following email was sent to the customer in response to their complaint:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your...
complaint and your history with us.
Per the Terms & Conditions that were agreed to when you signed up for SmartPay, your lease is for 10 payments of $140.58 with the option of paying off early at any time (without any fees beyond the original in-store price of the lease items, if paid off within 90 days of the start of the lease).
Because we are not lending any money, rather leasing items from a wireless store, there is no interest rate. A portion of each monthly payment goes to paying off the price of the phone and the other portion goes towards rental fees.
I have attached a copy of your Terms & Conditions that are also available in your online SmartPay account at home.billfloat.com.
Please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was NEVER given any terms or conditions prior to making my purchase. I never signed a contract with smartpay or shown a contract for anything that I might have signed. between the person who sold me the phone and Smartpay, I never once saw the total price for what I was purchasing or the terms under which the payments would be made. There is no way on God's green earth that I'm going to pay over a thousand dollars for a phone that's not worth more than $400. you have swindled me into paying nearly three times the regular amount of the phone and if my account isn't settled immediately, I WILL seek legal action against you for your predatory financing practices.
Business Response /* (4000, 15, 2014/05/27) */
The customer has been contacted to propose a solution
Initial Business Response /* (1000, 5, 2014/08/05) */
Customer was e-mailed with a response
Initial Consumer Rebuttal /* (3000, 7, 2014/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Okay I saw the response sent to my email. Smartpay...
Initial Business Response /* (1000, 5, 2016/01/07) */
Dear [redacted],
Thank you for contacting SmartPay support. I want to apologize for any confusion regarding your 9-payment SmartPay lease to own program. For your reference, I have attached a copy of your Lease Terms and Conditions....
Please note, these Terms are always available for your review on your customer dashboard, located [redacted].
As per your lease agreement, you agreed to make 9 payments of $63.72 (with the exception of your upfront payment of $54.00), and at the end of the term, you would own the items listed below:
As of today, you have made 5 of your 9 payments. Below, please find a list of your remaining payments and their due dates.
Payments Remaining (scheduled on pay date)
This is a fixed 9 Payment Lease-to-own Plan.
Date Amount Progress
[redacted]Scheduled payments include rental fees and taxes, in addition to a portion of the retail price of the items.
Your SmartPay lease agreement allows you to purchase items by leasing over a set period of time, but it also allows you to terminate your lease at any time. You may do so by choosing one of the following options:
1. Processing an Early Payoff
You can save on total fees when you process a lease Buy Out. Since your scheduled payment includes rental fees and taxes in addition to a portion of the retail price of the items, a Buy Out allows you to save on these fees for future months.
You may process a Buy Out at any point during the lease term, unless there is already a payment in progress. (A Buy Out should be requested at least 48 hours before your next due date to ensure that it is processed correctly.)
Please note:
A Buy Out is processed as a single transaction, and requested at the time that you are ready to make the payment.
A Buy Out is NOT automatic.
If you don't request a Buy Out, you will remain on your original payment plan.
Your Buy Out Amount is: $120.00
To process a Buy Out:
1. Go to www.[redacted].
2. Enter your email address and password.
3. Click the purple "Make Payment" button at the bottom of the page.
4. A window will pop up. Select "Pay the full Amount."
5. Check to see that the correct debit card is selected from the drop-down list.
6. Click "Make Payment. "
If you need assistance, please contact our Customer Support Team at [redacted]. We can help you process a Buy Out over the phone.
Once finalized, a Buy Out request can't be cancelled.
2. Returning the Leased Items
You may terminate your lease by returning the leased items at anytime during the lease period. Once the items are received in good, working order, your SmartPay lease will be terminated, and you will not be charged for any future lease payments. For your convenience, I have attached a pre-paid FedEx label, if you chose to exercise this option. Please be advised, in order to suspend your payment due on 02/03/2016 , the items must be received by 02/01/2016.
Thank you again, and I hope this information is helpful.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already paid the total purchase receipt price of my phone - $270.00. I do not owe them any more money. I did not enter in any lease payment agreement for 9 payments of $63.72 a month. They are trying to steal my money.
Final Business Response /* (4000, 9, 2016/02/03) */
Dear [redacted],
We're sorry to hear you're frustrated.
An Early Payoff allows you to purchase the items prior to the end of your lease term by processing a lump sum payment for the remaining retail value of the items leased. This option is available at anytime during the lease term. As of today, your Early Payoff amount is $90.00. Due to the confusion regarding the Early Payoff Option and your lease, I can offer you a temporary discount. If you process a payment for $63.72 before 02/17/2016, we will consider your lease complete and you will own the items listed above.
If you wish to take advantage of this offer, please reply to this email with the date you would like the payment processed.
If we do not hear from you, you will remain on your original payment plan.
Thank you again, and I hope this information is helpful.
Best,
[redacted]
SmartPay Customer Support Team
Final Consumer Response /* (2000, 11, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their proposed resolution for them to stop taking my money and to be done with Smart Pay forever. I will never do business with them again!
Initial Business Response /* (1000, 5, 2014/05/13) */
On 5/13/14, the customer was sent the following email:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history with us....
Our records show that 09/25/2013 you leased an LG phone using SmartPay at a MetroPCS store at [redacted] XXXXX. Per the Terms & Conditions associated with this lease, to complete your obligation, you would need to make 10 monthly payments of $39.59 or pay off early (the early pay off option has been available throughout the lease and continues to be available).
The 90 days you mentioned, which is what we called "90 days same-as-cash," is the option to pay the cart amount of your lease (cart amount is the in-store value of the items) within the first 90 days of the lease to avoid paying any rental fees. The 90 days same-as-cash date for your lease ended on 12/25/13.
At this point, you have one payment of $39.59 left to complete your lease, however you can pay the lease off early by paying $18.74 before 6/6/14.
We hope this clears up the details of your lease, please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not acceptable. I was lied to by this company's representative and there was no explanation as to why they would stop sending messages to me telling me that they were removing money from my account when it got close to the end of the 90 days after the company's representative told me that the loan would be paid off in 90 days. Had the messages kept coming to my phone I would have addressed the issue in s more timely manner. This was an intentional and deceptive practice and needs to be addressed.
Final Business Response /* (4000, 9, 2014/05/26) */
The email below was sent to the customer on 5/26/14:
Hi [redacted],
We've attached a copy of the Terms & Conditions associated with your lease. While it is unclear why you stopped receiving notifications of payment collections (we are looking into the issue) please realize that notifications are not a requisite for collection and by using SmartPay, you are agreeing to the collection schedule outlined in the Terms & Conditions.. That said, we did not wish to inconvenience you and would like to offer you to forgo your last lease payment and end your lease obligation early.
Please do not hesitate to contact us with any questions or concerns.
Thank you,
Final Consumer Response /* (4200, 11, 2014/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response doesn't address the issue. My request is that the company address inaccurate/unethical information being given out by people who work for them (either directly or through their retailers). My phone was paid in full (the sale price quoted at the retailer) within the 90 day period and payments continued to be taken out of my checking account. As an ethical company,this seems like something that would be addressed and corrected in a timely and effective manner. Instead it seems that the issue is being avoided and the company is trying to remove one payment out of over six months of payments that shouldn't have been taken, and are totally avoiding the issue of their employees/retailers being deceitful to customers and needing additional ethics training.
Initial Business Response /* (1000, 5, 2015/08/04) */
Dear [redacted],
Thank you for contacting SmartPay support. I want to apologize for any confusion regarding your 11 month SmartPay lease to own program. For your reference, I have attached a copy of your Lease Terms and Conditions. By...
electronically signing these Terms & Conditions, you agreed to the due dates listed in the document. Please note, these Terms are always available for your review on your customer dashboard, located smartpaylease.com/login.
As per your lease agreement, you agreed to make 11 payments of $77.00, and at the end of the term, you would own the items listed below:
HTC One (M8) 4G LTE
As of today, you have made 2 of your 11 payments. Below, please find a list of your remaining payments and their due dates.
08/27/2015 $77.00 scheduled
09/24/2015 $77.00 scheduled
10/22/2015 $77.00 scheduled
11/19/2015 $77.00 scheduled
12/17/2015 $77.00 scheduled
01/14/2016 $77.00 scheduled
02/11/2016 $77.00 scheduled
03/10/2016 $77.00 scheduled
04/07/2016 $77.00 scheduled
Your SmartPay lease agreement allows you to purchase items by leasing over a set period of time, but it also allows you to terminate your lease at any time. You may do so by choosing one of the following options:
1. Processing an Early Payoff
An Early Payoff allows you to purchase the items prior to the end of your lease term by processing a lump sum payment for the remaining retail value of the items leased. This option is available at anytime during the lease term. As of today, you are still within your promotional BuyOut Period. What this means is you may complete your lease, and own the items early, by processing a BuyOut. A BuyOut means if you pay the remaining cash value of the leased items, plus 20% of the retail value by September 7, 2015, you will own the items early and not have to make any further payments. Your current BuyOut Amount is $312.74.
You may process your BuyOut online at SmartPayLease.com/login or over the phone at XXX-XXX-XXXX or by making a cash payment using PayNearMe.
2. Returning the Leased Items
You may terminate your lease by returning the leased items at anytime during the lease period. Once the items are received in good, working order, your SmartPay lease will be terminated, and you will not be charged for any future lease payments. For your convenience, I have attached a pre-paid FedEx label, if you chose to exercise this option. Please be advised, in order to suspend your payment due on 08/27/2015, the items must be received by 08/25/2015 .
Thank you again, and I hope this information is helpful.
Best,
[redacted]
SmartPay Customer Support Team
I have never received customer service so awful before in my life. Please reconsider other cellphone options before going with this company. I have been trying for over a month (literary a month) to try and cancel my lease. It's terrible terrible customer service and the representatives doesn't provide accurate information.
This is absolutely the worst run business and how they score an A+ is beyond me. I can be approved and unapproved all in one?!? Hmmm something isn't right and someone needs to get to the bottom of this!! All I wanted was to be able to have a working phone and know that its new but also not have to wait years to have the money. Thought this was going to be a great idea but customer service is horrendous and worse then straight talk itself!
My niece completed an in store application to purchase a phone. The salesperson stated an "UPFRONT" payment was required to complete the process. Naturally, she volunteered me for this as I had credit and debit cards whereas she had none. So,I paid the "UPFRONT" fee to go with her lease. After a payment was also deducted from my account 27 days later I realized something was suspicious. I called SmartPay to request a copy of the payment authorization I signed or at least a blank authorization form since the saleperson omitted this from the paperwork. Naturally, they could do nothing since the lease wasn't in my name. Of course my neice also won't do anything as she has a new iphone that she now expects I'll pay for. SmartPay also talks abount the "UPFRONT" fee on their website with various locations on their site stating that the name on the card must match the lease application. Of course it doesn't. Might be the real reason they can't do nothing. Also, they don't have an email for customer service. Suppose this is they don't want to respond in writing. Now that I cancelled my credit card and they won't be receiving payments, maybe they will get more cooperative. There goes the 800+ credit score. Their pricing has been addressed by other viewers, but I agree that their advertising is very misleading if not downright false.
Initial Business Response /* (1000, 8, 2014/05/27) */
Hi [redacted],
Thank you for contacting us. We are unable to find an account associated with your name or email address. Please provide us with the email address associated with your account with us and we would be happy to look into your...
request.
Thank you
Initial Consumer Rebuttal /* (3000, 10, 2014/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do accept the response because I was way over charged for what I was loaned even factoring in the interest I want money refunded into my account and them to stop taking money out of my account or I will provide a lawyer to solve the issue stated
Final Business Response /* (4000, 12, 2014/06/04) */
[redacted],
As mentioned in our previous response to your complaint:
We are unable to find an account associated with your name or email address. Please provide us with the email address associated with your account with us and we would be happy to look into your request.
Thank you
I would never recommend anyone to use this program. I feel like I've been ripped off by a shady credit card company! I bought a device for $599.00, with the understanding that if I paid it off within the early buy-out (90 day) period, I would not be charged interest, or at worst a very low rate using smartpay. By the time smartpay was done with me, I was paying $774.64 for my device, even if I paid in full the first month! If I were to remain on the "easy payment plan" my $599.00 purchase would have turned into $1,413.72; almost an extra thousand dollars! And as if this wasn't enough, they made the "early pay-off" option extremely difficult to accomplish. There is no way to make additional payments on-line, AND you can only make payments in the EXACT AMOUNT shown on your lease, after waiting for a "customer service representative" EVERY TIME. This is a backwards system that I wish I never heard about. It takes advantage of people who are trying to purchase things they need on a fixed monthly income.
With these people I already have the worst experience with a online services ever. It's start with a purchase via the ZTE USA. Com website of a phone, after I make the purchase and submit a lease program application I notice that I will have to pay almost the double of the phone prices so I decided to cancel the order immediately with ZTE and smartpay lease system. With ZTE everything goes very well, they cancel the order as soon I requested, on the 8/8/16 and as well with smartpay, but the difference is that with smartpay they don't worn be able to cancel my order, they won't give me my refund of the $94.00 of the down-payment and they keep send me notice about the payments I have to make even when I cancel the order 13 days a goes. Everytime I contact them via the website chat or by phone the only reason they give me is that the people from "advance team support" will contact me. 13 days an counting today 8/25/16
Initial Business Response /* (1000, 5, 2015/09/04) */
Hi ***,
Thank you for applying for SmartPayYour application was declined on account of a failure to correctly answer questions intended to verify and protect the identities of our customersWe apologize for any inconvenience
this may have caused
Please rest assured that the information you provided is stored securelyFor further details on how we store personal information, please review our **Privacy Policy** at www.smartpaylease.com/privacy
Thank you again
Best,
SmartPay Customer Support Team
Initial Consumer Rebuttal /* (3000, 8, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Given that the questions asked, did not pertain to where I liveThere is no hospital in my town, the ones listed where more than an hour away from my homeSecondly, the street listed as closest to me, where no where near my homeThis makes very little since
THEY obtained my bank information, prior to asking any questionsThen charged my bank account centsWhat was this fee for?
I believe the advertising is misleadingSecurity questions should be given upfront, and pertain to the area a person lives inA person should not have to provide bank information, until they are actually approvedThis information needs to be provided to the potential customerSmartPay's word that my information is secured is not very comfortingGiven that they used my information, although for minimal amountIt is still my money, and I did not authorize itI learned of it from viewing my account transactions
I want my bank account information, contact, what ever information they have stored pertaining to me, removed permanentlyI also want my money returned
Final Business Response /* (4000, 10, 2015/09/11) */
Hi ***,
We're sorry to hear you're frustrated
A temporary* $authorization will be required when a debit card is added to validate itOnce authorized, it will be reversed
As your application was declined, we did not collect an upfront payment
Per your request, your debit card ending in has been designated as invalid by us
For further details on how we store personal information, please review our Privacy Policy at www.smartpaylease.com/privacy
If you have more questions, contact us at ***@smartpaylease.com, or call (XXX) XXX-XXXX
Thanks again, and have a great day
Best,
SmartPay Customer Support Team
Final Consumer Response /* (2000, 12, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/19) */
The following email was sent to the customer on 5/19/15:
Hi ***,
My name is *** and I am contacting you in response to your complaint with the Revdex.comI wanted to clarify the terms of your lease to clear up any
confusion
Our records show that on 11/16/2014, you leased a ASUS D550MA-DS(valued at $291.66) at a RadioShack at *** *** STE *** *** *** XXXXXThe lease you agreed to came with a day free BuyOut option - this means that if you made payments totaling $by 1/19/2015, you would own the leased item without having to pay any rental fees beyond the in-store price
This information, and other details about your lease, are included in the Terms & Conditions associated with your lease, which was available to you before you agreed to the lease and continue to be available in your online SmartPay account at https://home.smartpaylease.com/loginI have also attached a copy to this email for your convenience
Additionally, our records show that on 12/3/2014, you received a Welcome Call from one of our customer support agents where the terms of your lease were reviewed (the purpose of our Welcome Calls are to go over the terms of the lease, clarify any details, and make sure any questions you may have are answered)The notes from the call indicate that you understood and agreed to what was explained to you
Please do not hesitate to contact us with any other questions or concerns
Thank you,
Initial Business Response /* (1000, 5, 2014/03/13) */
On 3/13/14, the following email was sent to the customer:
Hi ***,
Thank you for contacting SmartLine Customer SupportWhen the balance of an account is paid off, the account is not automatically closed unless the customer
indicates so specifically (however, your account has since been closed)Leaving the account open allows the customer to continue using the features of the account, with a monthly maintenance feeIf you meant to close your account when you paid off the balance, please let us know and we will refund you the $
Thank you,
Initial Business Response /* (1000, 5, 2015/11/12) */
Hi ***,
We are sorry to hear that your device is not workingHowever, SmartPay is a separate company from Straight Talk, a partner companyPlease contact Straight Talk with any warranty-related concerns you may have
SmartPay
does not offer replacements or exchangesWe apologize for any inconvenience this may causeHowever, if you would like 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 SmartPayIf you are returning an iPhone, please make certain you have deactivated your service and turned off the Find my iPhone feature
After we receive the items in the mail, we will send you an email to confirm that your lease purchase agreement has been cancelled(If it is a partial return, we will adjust your future lease payments to reflect the remaining items leased.) This usually takes 10-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
In order for us to suspend the payment due on 11/20/2015, we will need to receive the device by 11/18/
You can view your SmartPay account information, including your payment dates and Terms & Conditions (attached), by logging into your dashboard at SmartPayLease.com/loginFor further questions, contact us at XXX-XXX-XXXX or visit SmartPayLease.com/help
Best,
SmartPay Customer Support Team
Initial Consumer Rebuttal /* (3000, 12, 2015/12/11) */
SmartPay took the phone back and canceled the leaseI didn't get the refund of the money they took from my account, but at this point, I'm just glad it is over, and will take that as a resolution
Final Business Response /* (4000, 14, 2015/12/17) */
Hi ***,
We are sorry to hear that your device was not working
To confirm, we did receive the device, and have cancelled your SmartPay LeaseWe did not charge you a damage fee
Best,
SmartPay Customer Support Team
Initial Business Response /* (1000, 5, 2014/07/18) */
Hi ***,
My name is *** and I'm in charge of handling complaints filed with the Revdex.comI've had a chance to review your complaint and your history with us
As we have mentioned in our email communications with
you, there is an issue with you account that we're actively working onThe best way to quickly resolve this issue is by submitting a payment is via mail
Please feel free to respond with any questions or concerns
All the best,
***
Initial Business Response /* (1000, 5, 2014/03/13) */
A resolution was proposed and sent via email to ***@SBCGLOBAL.NET on 3/13/
Final Consumer Response /* (2000, 10, 2014/03/17) */
Complaint can be closed nowI have received the information necessary to proceed with
resolving my issue
Thanks for your assistance
*** ***
Initial Business Response /* (1000, 5, 2014/02/18) */
We have reviewed this customer's case and it appears as though their lease has been paid off and their obligation fulfilledFrom their complaint, it was unclear how we would be able to assist themFor assistance, we suggest they contact
our customer support center by emailing ***@billfloat.com or calling XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/02/23) */
The following response was emailed to the customer on 02/23/15:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history...
with us and understand that there my have been some confusion regarding your payment schedule.
Your lease terms state that your collection schedule is once monthly. Our system generates the collection schedules for payment collection automatically and your lease collects roughly every 28 days, which means the day of the month can vary from month to month. However, your complete list of payment dates were available to you before you agreed to the lease in the lease Terms & Conditions and continue to be available in your online SmartPay account at https://home.smartpaylease.com/login. I've included a copy of this document as an attachment to this email.
Unfortunately, due to system limitations we are unable to make any permanent adjustments to the payment schedule, however we are able to make temporary changes to upcoming due dates - please be advised, you can only change your due date once per payment cycle and you must make the change no later than 2 days before the payment is due. In addition, you can only move your payment by 7 days if you pay once a month or by 4 days if you pay twice monthly.
We apologize for any inconvenience or misunderstanding. Please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response doesn't rectify the use of unauthorized debts from my bank account when I was told that my payment would be on the 19th of every month by a representative at smart pay when I first signed up with them.
Final Business Response /* (4000, 9, 2015/03/04) */
The debits from your account were done so according to the schedule in the Terms & Conditions that were agreed to at the time the lease was applied for. We've included a copy of your Terms & Conditions to an email sent to you today - this document was available before the lease was originated and on your online SmartPay account at https://home.smartpaylease.com/login.
If you were not presented with the opportunity to view the Terms & Conditions in the store before you agreed to the lease, we recommend that you speak to the manager of the store and explain the situation to them.
Initial Business Response /* (1000, 5, 2015/02/06) */
The following email was sent to the customer on 2/6/15:
Hi [redacted],
This email is in response to your complaint with the Revdex.com. As stated in the previous communication by our agent, we are unable to make permanent...
changes to your payment schedule because of limitations in our system. Please accept our apologies as we realize realize that this might be an inconvenience to you. The payment schedule associated with your lease has not changed since the origination of the lease.
There is an option to make manual changes to your payment date, however these changes need to be made no more than 2 days before the payment is due, can only be moved by 4 days, and must be done for every payment you wish to be moved by contacting our customer support center.
Additionally, at any time during the lease you have the option to either return the leased item (using a pre-paid shipping label which we provide) and avoid any future lease payments, or pay off the lease early.
Separately, if you feel that you were misinformed by the sales associate in the store where you signed up for SmartPay, we suggest you return to the store to discuss it with them.
Please feel free to respond with any questions or concerns.
Thank you
Initial Business Response /* (1000, 5, 2014/04/29) */
On 4/29/14, the following email was sent to the customer in response to their complaint:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your...
complaint and your history with us.
Per the Terms & Conditions that were agreed to when you signed up for SmartPay, your lease is for 10 payments of $140.58 with the option of paying off early at any time (without any fees beyond the original in-store price of the lease items, if paid off within 90 days of the start of the lease).
Because we are not lending any money, rather leasing items from a wireless store, there is no interest rate. A portion of each monthly payment goes to paying off the price of the phone and the other portion goes towards rental fees.
I have attached a copy of your Terms & Conditions that are also available in your online SmartPay account at home.billfloat.com.
Please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was NEVER given any terms or conditions prior to making my purchase. I never signed a contract with smartpay or shown a contract for anything that I might have signed. between the person who sold me the phone and Smartpay, I never once saw the total price for what I was purchasing or the terms under which the payments would be made. There is no way on God's green earth that I'm going to pay over a thousand dollars for a phone that's not worth more than $400. you have swindled me into paying nearly three times the regular amount of the phone and if my account isn't settled immediately, I WILL seek legal action against you for your predatory financing practices.
Business Response /* (4000, 15, 2014/05/27) */
The customer has been contacted to propose a solution
Initial Business Response /* (1000, 5, 2014/08/05) */
Customer was e-mailed with a response
Initial Consumer Rebuttal /* (3000, 7, 2014/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Okay I saw the response sent to my email. Smartpay...
stated that they will not return the lease portion of this plan. so outof the 89.84, what part was the lease portion that I am not entitled to and what part is the ortion that is refunded to my card. Since this was a lease purchase plan.
Final Business Response /* (4000, 9, 2014/08/20) */
customer has been sent return label via e-mail
Final Consumer Response /* (4200, 11, 2014/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
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. >>>>this is the email that was sent from Smart pay. My question still stand clear. What part of the payment was lease and what part was for the purchase phone comes back to me. It is very simple. If I lease a phone for 10.00 and to pay the phone off, the addition to this would be 30.00. The total amount collected would be 40.00, so smart pay is entitled to 10.00 and then I would be credited 30.00 back to my account. This is simple to understand. So what is your answer now? Please advise. 06/01/2014
at: 08:53:34 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/31/2014
at: 08:53:41 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/30/2014
at: 08:54:17 PM -- Automatic $254.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/29/2014
at: 08:54:45 PM -- Automatic $254.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/28/2014
at: 08:55:18 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/27/2014
at: 08:55:30 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/26/2014
at: 08:55:04 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/25/2014
at: 08:54:36 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/24/2014
at: 08:55:16 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/23/2014
at: 08:55:57 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/22/2014
at: 08:55:21 PM -- Automatic $254.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/21/2014
at: 08:55:03 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/20/2014
at: 08:54:50 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/19/2014
at: 08:55:03 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/18/2014
at: 08:54:25 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/17/2014
at: 08:54:03 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/16/2014
at: 08:54:51 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/15/2014
at: 03:08:45 AM -- Automatic $254.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/14/2014
at: 08:55:31 PM -- Automatic $254.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/13/2014
at: 08:55:43 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/12/2014
at: 08:55:38 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/11/2014
at: 08:55:08 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/10/2014
at: 08:55:11 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/09/2014
at: 08:56:16 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/08/2014
at: 08:55:16 PM -- Automatic $169.60 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/07/2014
at: 08:55:45 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/06/2014
at: 08:56:09 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/05/2014
at: 08:55:15 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/04/2014
at: 08:55:08 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/03/2014
at: 08:55:54 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
05/02/2014
at: 10:32:32 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/30/2014
at: 09:01:10 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/29/2014
at: 09:01:27 PM -- Automatic $169.60 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/28/2014
at: 09:01:34 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/27/2014
at: 09:00:50 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/26/2014
at: 09:01:11 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/25/2014
at: 09:02:19 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/24/2014
at: 09:01:45 PM -- Automatic $169.60 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/23/2014
at: 09:01:47 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/22/2014
at: 09:01:48 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/21/2014
at: 09:01:08 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/20/2014
at: 09:00:45 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/19/2014
at: 09:00:37 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/18/2014
at: 09:02:44 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/17/2014
at: 03:11:26 AM -- Automatic $169.60 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/15/2014
at: 09:03:31 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/14/2014
at: 09:04:16 PM -- Automatic $84.80 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/13/2014
at: 09:03:18 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/12/2014
at: 09:04:23 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/11/2014
at: 09:05:31 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/10/2014
at: 09:03:42 PM -- Automatic $84.80 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/09/2014
at: 09:04:08 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/08/2014
at: 09:03:54 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/07/2014
at: 09:04:15 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/06/2014
at: 09:03:30 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/05/2014
at: 09:05:34 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/04/2014
at: 09:07:25 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/03/2014
at: 09:06:13 PM -- Automatic $84.80 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/02/2014
at: 09:13:26 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
04/01/2014
at: 09:07:15 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
03/31/2014
at: 09:07:47 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
03/30/2014
at: 09:08:35 PM -- Automatic $84.80 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
03/29/2014
at: 09:03:40 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
03/28/2014
at: 09:05:11 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
03/27/2014
at: 09:04:49 PM -- Automatic $84.80 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
03/26/2014
at: 09:04:30 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
03/25/2014
at: 09:04:10 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
03/24/2014
at: 09:04:54 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
03/23/2014
at: 09:04:59 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
03/22/2014
at: 09:05:37 PM -- Automatic $42.40 MASTER Debit Card XXXX - 1786
(Primary) Scheduled payment Failed
03/21/2014
at: 09:07:36 PM -- Automatic $42.40 MASTER Debit Card XXXX - 17
Initial Business Response /* (1000, 5, 2016/01/07) */
Dear [redacted],
Thank you for contacting SmartPay support. I want to apologize for any confusion regarding your 9-payment SmartPay lease to own program. For your reference, I have attached a copy of your Lease Terms and Conditions....
Please note, these Terms are always available for your review on your customer dashboard, located [redacted].
As per your lease agreement, you agreed to make 9 payments of $63.72 (with the exception of your upfront payment of $54.00), and at the end of the term, you would own the items listed below:
As of today, you have made 5 of your 9 payments. Below, please find a list of your remaining payments and their due dates.
Payments Remaining (scheduled on pay date)
This is a fixed 9 Payment Lease-to-own Plan.
Date Amount Progress
[redacted]Scheduled payments include rental fees and taxes, in addition to a portion of the retail price of the items.
Your SmartPay lease agreement allows you to purchase items by leasing over a set period of time, but it also allows you to terminate your lease at any time. You may do so by choosing one of the following options:
1. Processing an Early Payoff
You can save on total fees when you process a lease Buy Out. Since your scheduled payment includes rental fees and taxes in addition to a portion of the retail price of the items, a Buy Out allows you to save on these fees for future months.
You may process a Buy Out at any point during the lease term, unless there is already a payment in progress. (A Buy Out should be requested at least 48 hours before your next due date to ensure that it is processed correctly.)
Please note:
A Buy Out is processed as a single transaction, and requested at the time that you are ready to make the payment.
A Buy Out is NOT automatic.
If you don't request a Buy Out, you will remain on your original payment plan.
Your Buy Out Amount is: $120.00
To process a Buy Out:
1. Go to www.[redacted].
2. Enter your email address and password.
3. Click the purple "Make Payment" button at the bottom of the page.
4. A window will pop up. Select "Pay the full Amount."
5. Check to see that the correct debit card is selected from the drop-down list.
6. Click "Make Payment. "
If you need assistance, please contact our Customer Support Team at [redacted]. We can help you process a Buy Out over the phone.
Once finalized, a Buy Out request can't be cancelled.
2. Returning the Leased Items
You may terminate your lease by returning the leased items at anytime during the lease period. Once the items are received in good, working order, your SmartPay lease will be terminated, and you will not be charged for any future lease payments. For your convenience, I have attached a pre-paid FedEx label, if you chose to exercise this option. Please be advised, in order to suspend your payment due on 02/03/2016 , the items must be received by 02/01/2016.
Thank you again, and I hope this information is helpful.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already paid the total purchase receipt price of my phone - $270.00. I do not owe them any more money. I did not enter in any lease payment agreement for 9 payments of $63.72 a month. They are trying to steal my money.
Final Business Response /* (4000, 9, 2016/02/03) */
Dear [redacted],
We're sorry to hear you're frustrated.
An Early Payoff allows you to purchase the items prior to the end of your lease term by processing a lump sum payment for the remaining retail value of the items leased. This option is available at anytime during the lease term. As of today, your Early Payoff amount is $90.00. Due to the confusion regarding the Early Payoff Option and your lease, I can offer you a temporary discount. If you process a payment for $63.72 before 02/17/2016, we will consider your lease complete and you will own the items listed above.
If you wish to take advantage of this offer, please reply to this email with the date you would like the payment processed.
If we do not hear from you, you will remain on your original payment plan.
Thank you again, and I hope this information is helpful.
Best,
[redacted]
SmartPay Customer Support Team
Final Consumer Response /* (2000, 11, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their proposed resolution for them to stop taking my money and to be done with Smart Pay forever. I will never do business with them again!
Initial Business Response /* (1000, 5, 2014/05/13) */
On 5/13/14, the customer was sent the following email:
Hi [redacted],
My name is [redacted] and I'm in charge of handling complaints filed with the Revdex.com. I've had a chance to review your complaint and your history with us....
Our records show that 09/25/2013 you leased an LG phone using SmartPay at a MetroPCS store at [redacted] XXXXX. Per the Terms & Conditions associated with this lease, to complete your obligation, you would need to make 10 monthly payments of $39.59 or pay off early (the early pay off option has been available throughout the lease and continues to be available).
The 90 days you mentioned, which is what we called "90 days same-as-cash," is the option to pay the cart amount of your lease (cart amount is the in-store value of the items) within the first 90 days of the lease to avoid paying any rental fees. The 90 days same-as-cash date for your lease ended on 12/25/13.
At this point, you have one payment of $39.59 left to complete your lease, however you can pay the lease off early by paying $18.74 before 6/6/14.
We hope this clears up the details of your lease, please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not acceptable. I was lied to by this company's representative and there was no explanation as to why they would stop sending messages to me telling me that they were removing money from my account when it got close to the end of the 90 days after the company's representative told me that the loan would be paid off in 90 days. Had the messages kept coming to my phone I would have addressed the issue in s more timely manner. This was an intentional and deceptive practice and needs to be addressed.
Final Business Response /* (4000, 9, 2014/05/26) */
The email below was sent to the customer on 5/26/14:
Hi [redacted],
We've attached a copy of the Terms & Conditions associated with your lease. While it is unclear why you stopped receiving notifications of payment collections (we are looking into the issue) please realize that notifications are not a requisite for collection and by using SmartPay, you are agreeing to the collection schedule outlined in the Terms & Conditions.. That said, we did not wish to inconvenience you and would like to offer you to forgo your last lease payment and end your lease obligation early.
Please do not hesitate to contact us with any questions or concerns.
Thank you,
Final Consumer Response /* (4200, 11, 2014/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response doesn't address the issue. My request is that the company address inaccurate/unethical information being given out by people who work for them (either directly or through their retailers). My phone was paid in full (the sale price quoted at the retailer) within the 90 day period and payments continued to be taken out of my checking account. As an ethical company,this seems like something that would be addressed and corrected in a timely and effective manner. Instead it seems that the issue is being avoided and the company is trying to remove one payment out of over six months of payments that shouldn't have been taken, and are totally avoiding the issue of their employees/retailers being deceitful to customers and needing additional ethics training.
Initial Business Response /* (1000, 5, 2015/08/04) */
Dear [redacted],
Thank you for contacting SmartPay support. I want to apologize for any confusion regarding your 11 month SmartPay lease to own program. For your reference, I have attached a copy of your Lease Terms and Conditions. By...
electronically signing these Terms & Conditions, you agreed to the due dates listed in the document. Please note, these Terms are always available for your review on your customer dashboard, located smartpaylease.com/login.
As per your lease agreement, you agreed to make 11 payments of $77.00, and at the end of the term, you would own the items listed below:
HTC One (M8) 4G LTE
As of today, you have made 2 of your 11 payments. Below, please find a list of your remaining payments and their due dates.
08/27/2015 $77.00 scheduled
09/24/2015 $77.00 scheduled
10/22/2015 $77.00 scheduled
11/19/2015 $77.00 scheduled
12/17/2015 $77.00 scheduled
01/14/2016 $77.00 scheduled
02/11/2016 $77.00 scheduled
03/10/2016 $77.00 scheduled
04/07/2016 $77.00 scheduled
Your SmartPay lease agreement allows you to purchase items by leasing over a set period of time, but it also allows you to terminate your lease at any time. You may do so by choosing one of the following options:
1. Processing an Early Payoff
An Early Payoff allows you to purchase the items prior to the end of your lease term by processing a lump sum payment for the remaining retail value of the items leased. This option is available at anytime during the lease term. As of today, you are still within your promotional BuyOut Period. What this means is you may complete your lease, and own the items early, by processing a BuyOut. A BuyOut means if you pay the remaining cash value of the leased items, plus 20% of the retail value by September 7, 2015, you will own the items early and not have to make any further payments. Your current BuyOut Amount is $312.74.
You may process your BuyOut online at SmartPayLease.com/login or over the phone at XXX-XXX-XXXX or by making a cash payment using PayNearMe.
2. Returning the Leased Items
You may terminate your lease by returning the leased items at anytime during the lease period. Once the items are received in good, working order, your SmartPay lease will be terminated, and you will not be charged for any future lease payments. For your convenience, I have attached a pre-paid FedEx label, if you chose to exercise this option. Please be advised, in order to suspend your payment due on 08/27/2015, the items must be received by 08/25/2015 .
Thank you again, and I hope this information is helpful.
Best,
[redacted]
SmartPay Customer Support Team
I have never received customer service so awful before in my life. Please reconsider other cellphone options before going with this company. I have been trying for over a month (literary a month) to try and cancel my lease. It's terrible terrible customer service and the representatives doesn't provide accurate information.
This is absolutely the worst run business and how they score an A+ is beyond me. I can be approved and unapproved all in one?!? Hmmm something isn't right and someone needs to get to the bottom of this!! All I wanted was to be able to have a working phone and know that its new but also not have to wait years to have the money. Thought this was going to be a great idea but customer service is horrendous and worse then straight talk itself!
My niece completed an in store application to purchase a phone. The salesperson stated an "UPFRONT" payment was required to complete the process. Naturally, she volunteered me for this as I had credit and debit cards whereas she had none. So,I paid the "UPFRONT" fee to go with her lease. After a payment was also deducted from my account 27 days later I realized something was suspicious. I called SmartPay to request a copy of the payment authorization I signed or at least a blank authorization form since the saleperson omitted this from the paperwork. Naturally, they could do nothing since the lease wasn't in my name. Of course my neice also won't do anything as she has a new iphone that she now expects I'll pay for. SmartPay also talks abount the "UPFRONT" fee on their website with various locations on their site stating that the name on the card must match the lease application. Of course it doesn't. Might be the real reason they can't do nothing. Also, they don't have an email for customer service. Suppose this is they don't want to respond in writing. Now that I cancelled my credit card and they won't be receiving payments, maybe they will get more cooperative. There goes the 800+ credit score. Their pricing has been addressed by other viewers, but I agree that their advertising is very misleading if not downright false.
Initial Business Response /* (1000, 8, 2014/05/27) */
Hi [redacted],
Thank you for contacting us. We are unable to find an account associated with your name or email address. Please provide us with the email address associated with your account with us and we would be happy to look into your...
request.
Thank you
Initial Consumer Rebuttal /* (3000, 10, 2014/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do accept the response because I was way over charged for what I was loaned even factoring in the interest I want money refunded into my account and them to stop taking money out of my account or I will provide a lawyer to solve the issue stated
Final Business Response /* (4000, 12, 2014/06/04) */
[redacted],
As mentioned in our previous response to your complaint:
We are unable to find an account associated with your name or email address. Please provide us with the email address associated with your account with us and we would be happy to look into your request.
Thank you
I would never recommend anyone to use this program. I feel like I've been ripped off by a shady credit card company! I bought a device for $599.00, with the understanding that if I paid it off within the early buy-out (90 day) period, I would not be charged interest, or at worst a very low rate using smartpay. By the time smartpay was done with me, I was paying $774.64 for my device, even if I paid in full the first month! If I were to remain on the "easy payment plan" my $599.00 purchase would have turned into $1,413.72; almost an extra thousand dollars! And as if this wasn't enough, they made the "early pay-off" option extremely difficult to accomplish. There is no way to make additional payments on-line, AND you can only make payments in the EXACT AMOUNT shown on your lease, after waiting for a "customer service representative" EVERY TIME. This is a backwards system that I wish I never heard about. It takes advantage of people who are trying to purchase things they need on a fixed monthly income.
With these people I already have the worst experience with a online services ever. It's start with a purchase via the ZTE USA. Com website of a phone, after I make the purchase and submit a lease program application I notice that I will have to pay almost the double of the phone prices so I decided to cancel the order immediately with ZTE and smartpay lease system. With ZTE everything goes very well, they cancel the order as soon I requested, on the 8/8/16 and as well with smartpay, but the difference is that with smartpay they don't worn be able to cancel my order, they won't give me my refund of the $94.00 of the down-payment and they keep send me notice about the payments I have to make even when I cancel the order 13 days a goes. Everytime I contact them via the website chat or by phone the only reason they give me is that the people from "advance team support" will contact me. 13 days an counting today 8/25/16