Purchased a new iPhone 6S Plus in August 2016 was offered Smartpay as lien or lease company for purchase. First months were fine original price for device was around $762.XX made a down payment of $115.00 and monthly payments of $59.96 every other week. After two months I had already paid an est. amount of $352.00 called to make device buy out option and was then adviced my balance was still $749. And only had a option to keep making payments for 24 month plan. That's a total of $1,553.00 for a phone that originally costs $800 and not to mention when I tried to get a refund they told me I can return the device but $0 would be refunded? Apple also has the same phone available for $780 with a free pair of beats wireless headphones. Asked to speak to a manager and was left on hold for an hour. This company is ridiculous. Absolutely the worst, I would never recommend.
Horrible!!! The phone only worked with my straight talk for a month. They then tried to tell me smart pay has nothing to do with straight talk and I need a new sim. I bought 4 different SIM cards and got absolutely NO CUSTOMER SERVICE they tell me what I want to hear and never do what they say. I've been trying to return this phone for over a month and they still haven't sent me a box that they told me 5 times I would get in 2 days!! Please don't use them! I don't know why they have an A rating because they are a SCAM! I am out $200 bc of them and still can't use my phone and lost my # I had for 6 years!
Initial Business Response /* (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 /* (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 /* (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 /* (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.
First thing out of everything...TERRIBLE COMPANY. Just to give you a idea. I got the new iphone SE which is around 700. I have to pay 160 a month for 9 months which is a total of around 1500. That is ridiculous. I returned the phone with very minimal damage to it (a couple of scratches). They are now charging me 220 for repairs and will continue to charge me my monthly till I pay the damage fee. This company is a outstanding example of lowlifes who just steal money. I will not give a single penny to this company.
Initial Business Response /* (1000, 5, 2014/04/29) */
The following email was sent to the customer on 4/29/14
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 associated with your SmartPay lease, your lease is for 10 monthly payments of $93.28, with the option of paying off early at any time. Currently, you have completed 6 of these payments and have 4 more to go, unless you decide to pay off early. You also have the option of returning the phone to SmartPay at any time, which will complete your lease obligation.
Your note mentioned that there was also some confusion with how the details of the lease were communicated to you. We will be following up with the store to make sure they understand the details of the program
Please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/12/28) */
Hi [redacted],
We apologize for any inconvenience the cancellation of your SmartPay Lease application [redacted] may have caused. Our system shows that there was a **pending** payment for the amount of $76.74 on 12/17/2015, but it was...
not completed. However, the authorization has been reversed.
We have attached the receipt for the transaction. Please follow up with your bank with any additional questions you may have.
Best,
SmartPay Customer Support Team
Initial Business Response /* (1000, 5, 2015/08/07) */
Hi [redacted],
We're sorry to hear that you have been experiencing issues with your device. Please 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 SmartPay. Customers 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 repairs. Usually, 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 14 days.
If you have more questions, contact us at [redacted]@smartpaylease.com, or call (XXX) XXX-XXXX. Our 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 /* (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 deposit. Although 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 incident. I 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 SmartPay. They basically shrugged their shoulders and leave customers out in the cold. They 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 to. I received these "Terms and Conditions" for the very first time as part of the response to my complaint. I 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 whom. In 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 transaction. I 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 MetroPCS. The transaction was processed and was told the deposit is this much, monthly payment this much..that's it. No one said before the transaction that I would not be able to return the device or anything. EVERYTHING was said to me after I came back because the device did not want to work properly connectivity wise. I 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 locations. Had I been informed properly, I probably would had not proceeded with the transaction. I 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 part. If 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.
I signed up with SmartPay through StraightTalk's web site. I read every bit of small print and was not once informed of all of the fees associated with leasing a phone. After signing up, the fees were then made available to me once I logged into my account on SmartPay's page. I IMMEDIATELY called SmartPay to cancel my lease. They then told me I had to call StraightTalk. I called StraightTalk, they told me they couldn't find my order number. I then opened up my invoice from StraightTalk to find "Quality One Wireless" listed on the bottom of the receipt. I called them and got a strange voicemail. I had to email them 3 times before hearing back and they confirmed the cancellation of my order. I was then told my refund would come in 72 hours. Needless to say that never happened. I 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 email. your case is being escalated." What a crock. NOTHING has happened. I called again today and was basically told to give them another week to process my refund. I will be calling them back in 3 days if I see nothing has occurred. I am livid. This is the biggest scam I have ever dealt with in my life. Not 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 $945 for a $429 phone! Outrageous! Bad business all around.
Initial Business Response /* (1000, 5, 2016/01/06) */
Hi [redacted],
Thank you for contacting us. I want to apologize for any confusion regarding your 9 month 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 smartpaylease.com/login.
As per your lease agreement, you agreed to make 9 payments of $99.84 (with the exception of your initial payment of $89.39, and at the end of the term, you would own the items listed below:
*Samsung Galaxy S6 4G LTE (Refurb)*
As of today, you have made 1 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
01/15/2016 $99.84 scheduled
02/12/2016 $99.84 scheduled
03/11/2016 $99.84 scheduled
04/08/2016 $99.84 scheduled
05/06/2016 $99.84 scheduled
06/03/2016 $99.84 scheduled
07/01/2016 $99.84 scheduled
07/29/2016 $99.84 scheduled
Scheduled payments include rental fees and taxes, in addition to a portion of the retail price of the items. For further details, please review the Terms & Conditions you signed when you applied for SmartPay (attached).
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: $446.95
To process a Buy Out:
1. Go to www.smartpaylease.com/login.
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 XXX-XXX-XXXX. We can help you process a Buy Out over the phone.
Once finalized, a Buy Out request can't be cancelled.
You can return the items to *Straight Talk* within 7 days of receiving them. If it is after 7 days and you'd like to cancel your lease, please follow the steps below.
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 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 10-15 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.
If you have more questions, contact us at [redacted]@smartpaylease.com or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you again, and have a great day.
Best,
[redacted]
SmartPay Customer Support Team
Initial Business Response /* (1000, 5, 2014/11/11) */
Hi [redacted],
We have had a chance to look at your case and we've refunded you for the following amounts:
11/07/14 - $188.34
11/07/14 - $26.91
The funds will appear in your bank account sometime this week.
If you have more...
questions, contact us at [redacted]@smartpaylease.com or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you for your patience, and we apologize for any inconvenience this may cause.
Best,
Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/11/03) */
Customer received e-mail from SmartPay customer support on 10/24 with adjustments to the lease. Customer confirmed that she received e-mail; customer lease details in the process of being updated. Customer will receive e-mail regarding...
payment dates, future lease payments once these changes have been made.
Initial Consumer Rebuttal /* (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 /* (4000, 9, 2014/11/10) */
customer received e-mail with resolution 11/10
Initial Business Response /* (1000, 5, 2014/11/11) */
Hi [redacted],
Thanks for contacting us. We apologize for the inconvenience and we are escalating your SmartLine account to be closed.
If you have more questions, contact us at [redacted]@smartpaylease.com, or call (XXX) XXX-XXXX. Our call...
center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you for your patience, and have a great day.
Best,
Customer Support
Initial Business Response /* (1000, 5, 2015/02/17) */
The following email was sent to the customer on 2/17/15:
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.
Unfortunately, due to system limitations we are unable to make permanent changes to the collections 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.
Important to note is that the payment schedule associated with your lease was generated by our system and was available for your approval in the Terms & Conditions that were agreed to when your lease was initiated. I've included a copy of this document below.
Please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know what was put on the application by the rep or if it was incorrectly put in the system but I am positive that I told the representative as well as showed my pay stub to have the money taken out on a certain and specific date and the date they have is not it. I would be at fault if I made a payment on the assigned date because the company will not honor what I made clear when signing up. This is a tactic and way for this business to bully customers. When it should be changed to keep both ends of this agreement that I signed up for. If they are not capable of a simple task and had I known the small things could not have easily been handled then I would have never done business with this company.
Final Business Response /* (4000, 9, 2015/02/23) */
The following response was sent to the customer via email on 2/23/15:
Hi [redacted],
In response to your recent contact to the Revdex.com regarding your account with us, I want to make sure you understood that our program does not allow customers to choose their collection dates when applying for our program. Your pay days are taken into account, but the system generates the schedule and includes it in the Terms & Conditions document that is available before the lease is agreed to. As previously stated, 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.
Thank you,
Final Consumer Response /* (4200, 11, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I applied and inquired online and in store this is what your company says and copied from your page it states...[redacted]If approved, scheduled payments are timed to each consumer's pay cycle to make automatic payment easy.[redacted]
If this is not true you should not falsely advertise and your company should not be allowed to exist if you are lying to get business. I have a screen shot if it is needed of your actual page advertising this if you or Revdex.com needs to have proof of what you advertise if you as a company do not recall what your business has sold to consumers in order to get business. This company, from my understanding is to help build credit and make it easier for consumers to get the product they desire if they can not out right pay for it on our *scheduled pay cycle*. If my pay is biweekly and this is what this company advertises to its consumer why is it taken out on the wrong pay week? With that being said and that being the reason I signed up it would be appropriate to take out on my scheduled pay date, rather the opposite. You have breached the contract I signed up for. How is it that now (after I signed up), you can go back and say that there never was a choice for me to pick the date (which as stated is my actual pay date). This contract has been broken by your company. Rather than being put on my scheduled pay date I think it is only fitting this contract be dissolved and I keep the merchandise free of anymore payments. Which I have struggled to make since they are now being paid on wrong dates. Had I had the money in the first place to by the merchandise out right I would have never went through your company. As I stated before, this company is bullying their customers and lying to us in order to get business on false pretenses.
Initial Business Response /* (1000, 5, 2015/11/05) */
Hi [redacted],
We did send you an email on Tuesday requesting documents so that we can look further into your issue.
Again, we take helping our customers very seriously, and when a customer reports an error like this, we want to make...
certain we investigate it properly and correct it as soon as possible. In order to do this, we will need a copy of the following documents:
1. Police report
2. In cases where the personal info was stolen (name, DOB, SSN, etc.), we need evidence (documentation) that an alert was put on your SSN to avoid future thefts of this type
3. If your debit card information was stolen, we need a document from the bank stating that the card was compromised because of fraud and cancelled.
Please fax a copy of the document to XXX-XXX-XXXX, ATTN: Customer Support. Please make sure to include your name, email address, and phone number associated with your SmartPay account (if applicable), or we will be unable to process the submission. You may also email a copy of your statement (in PDF format) to [redacted]@smartpaylease.com.
Thank you very much for your patience and cooperation.
Best,
SmartPay Customer Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received your email and have replied two times that I am not your customer and shouldn't have to be asked to get a police report, etc. I have now asked your company in all my emails to please let me speak to someone who can search your systems by the debit number being used so that you can see the person responsible for using my card.
Final Business Response /* (4000, 9, 2015/11/11) */
Hi [redacted],
Thank you for your follow-up message. Our system shows that our team has reached out to you regarding the documents we require to proceed with the investigation of your case.
"Hi [redacted],
In order for us to process identity theft claims, we require the documentation described in the previous email. We apologize for the inconvenience and appreciate your cooperation.
Thank you,
SmartPay Customer Support Team"
Final Consumer Response /* (4200, 11, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is unacceptable. I am simply asking for them to run a search by my debit card that is being used to withdrawal money from my account. The 'documentation' that they are asking me to provide are ridiculous.
Initial Business Response /* (1000, 5, 2015/10/21) */
Dear Ms. [redacted],
We are sorry you had challenges with your Page Plus order. SmartPay is a separate company from Page Plus. If 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 address. We do see there are two pervious expired applications. One of the previous expired applications does have a refunded payment associated with the application. I have attached a copy of the refund receipt for your reference. If 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 /* (1000, 8, 2015/03/12) */
A proposal was sent to the customer on 2/25/15 (although the complaint here was not updated) and the resolution was executed on 3/10/15.
Initial Consumer Rebuttal /* (3000, 10, 2015/03/19) */
Sorry for the slow delay.....
My...
bank refunded me the $127.94 last week because Smartpay couldn't give me a time frame.
Now it seems Smartpay refunded $95.95 and $30.01 which totals $125.96 on Tuesday of this week. I will have my bank return their dollar amount and everything will be squared away.
Sent from my Verizon Wireless 4G LTE smartphone
Final Business Response /* (4000, 12, 2015/03/23) */
Based on the customer's response, this should be marked as resolved.
Final Consumer Response /* (2000, 14, 2015/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/03/17) */
Hi [redacted] - SmartPay does not actually ship or even physically touch the items that you ordered. We are simply a way to make your payments over time. Our records show that your items were shipped and received on 02/09/2015 at 10:16 A.M...
(tracking number 1ZY03WXXXXXXXXXXXX). If you haven't received items that you ordered, please contact Net10, as they are responsible for shipping these items.
Initial Consumer Rebuttal /* (3000, 12, 2015/04/28) */
Getting in touch with Net10 yielded no results. I still have not received my two (2) $65 cards that I bought using Smartpay. Smartpay says I should call Net10, and Net10 says I should call Smartpay. This is a very bad situation to be in. I am very disappointed that I have not yet received my full order but still have to pay for it fully. BEWARE OF SMARTPAY.
Final Business Response /* (4000, 14, 2015/05/04) */
We have reached out to Net10's fulfillment center and their response was:
"We do not send physical phone cards, the electronic PIN #s for the plans are below and would have been on the customers confirmation email, packing list etc so they were delivered."
The PIN numbers are then to be applied in your online Net10 account. You can contact Net10 for more questions:
Order status: XXX-XXX-XXXX. NET10 Service questions: XXX-XXX-XXXX
http://www.net10.com/contact.jsp?nextPage=contact.jsp&task=contact
Initial Business Response /* (1000, 5, 2015/07/14) */
The customer was sent the following email on 7/8/15:
Hi [redacted],
Thank you for contacting us and providing proof of the error. We apologize for the delay. We will be adjusting your lease to reflect the correct amount of $211.41 ....
The system is being updated to show this and will reflect this status in up to 3 business days.
You will be able to view the changes by logging into your account at smartpaylease.com/login.
If you have more questions, contact us at [redacted]@smartpaylease.com, or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you.
Best,
SmartPay Customer Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its been over 3 business days and my account has not been updated and I am still being charged by this company.
Final Business Response /* (4000, 9, 2015/07/22) */
Dear Ms. [redacted],
Thank you for your patience. We have confirmed the adjustment has been completed. As part of the adjustment, you will receive a refund of $164.83 to your debit card ending in [redacted]. Please allow up to 7 business days for your bank to reflect this credit. Your next payment of $31.88 is due on August 7, 2015. You can view this online at SmartPayLease.com/login.
Thank you again for allowing us to work to make this right. We strive to provide excellent service to all of our customers, and when we are unable to do so, we take the matter very seriously. If you have any further questions or issues with your SmartPay lease, please feel free to contact us at XXX-XXX-XXXX or at [redacted]@SmartPayLease.com.
Sincerely,
[redacted].
Director of Customer Support
Final Consumer Response /* (4200, 11, 2015/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the refund. I received a partial refund of $30. This company doesn't seem to do what they state even in the time frame they make.
Purchased a new iPhone 6S Plus in August 2016 was offered Smartpay as lien or lease company for purchase. First months were fine original price for device was around $762.XX made a down payment of $115.00 and monthly payments of $59.96 every other week. After two months I had already paid an est. amount of $352.00 called to make device buy out option and was then adviced my balance was still $749. And only had a option to keep making payments for 24 month plan. That's a total of $1,553.00 for a phone that originally costs $800 and not to mention when I tried to get a refund they told me I can return the device but $0 would be refunded? Apple also has the same phone available for $780 with a free pair of beats wireless headphones. Asked to speak to a manager and was left on hold for an hour. This company is ridiculous. Absolutely the worst, I would never recommend.
Horrible!!! The phone only worked with my straight talk for a month. They then tried to tell me smart pay has nothing to do with straight talk and I need a new sim. I bought 4 different SIM cards and got absolutely NO CUSTOMER SERVICE they tell me what I want to hear and never do what they say. I've been trying to return this phone for over a month and they still haven't sent me a box that they told me 5 times I would get in 2 days!! Please don't use them! I don't know why they have an A rating because they are a SCAM! I am out $200 bc of them and still can't use my phone and lost my # I had for 6 years!
Initial Business Response /* (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 /* (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 /* (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 /* (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.
First thing out of everything...TERRIBLE COMPANY. Just to give you a idea. I got the new iphone SE which is around 700. I have to pay 160 a month for 9 months which is a total of around 1500. That is ridiculous. I returned the phone with very minimal damage to it (a couple of scratches). They are now charging me 220 for repairs and will continue to charge me my monthly till I pay the damage fee. This company is a outstanding example of lowlifes who just steal money. I will not give a single penny to this company.
Initial Business Response /* (1000, 5, 2014/04/29) */
The following email was sent to the customer on 4/29/14
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 associated with your SmartPay lease, your lease is for 10 monthly payments of $93.28, with the option of paying off early at any time. Currently, you have completed 6 of these payments and have 4 more to go, unless you decide to pay off early. You also have the option of returning the phone to SmartPay at any time, which will complete your lease obligation.
Your note mentioned that there was also some confusion with how the details of the lease were communicated to you. We will be following up with the store to make sure they understand the details of the program
Please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/12/28) */
Hi [redacted],
We apologize for any inconvenience the cancellation of your SmartPay Lease application [redacted] may have caused. Our system shows that there was a **pending** payment for the amount of $76.74 on 12/17/2015, but it was...
not completed. However, the authorization has been reversed.
We have attached the receipt for the transaction. Please follow up with your bank with any additional questions you may have.
Best,
SmartPay Customer Support Team
Initial Business Response /* (1000, 5, 2015/08/07) */
Hi [redacted],
We're sorry to hear that you have been experiencing issues with your device. Please 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 SmartPay. Customers 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 repairs. Usually, 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 14 days.
If you have more questions, contact us at [redacted]@smartpaylease.com, or call (XXX) XXX-XXXX. Our 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 /* (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 deposit. Although 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 incident. I 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 SmartPay. They basically shrugged their shoulders and leave customers out in the cold. They 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 to. I received these "Terms and Conditions" for the very first time as part of the response to my complaint. I 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 whom. In 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 transaction. I 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 MetroPCS. The transaction was processed and was told the deposit is this much, monthly payment this much..that's it. No one said before the transaction that I would not be able to return the device or anything. EVERYTHING was said to me after I came back because the device did not want to work properly connectivity wise. I 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 locations. Had I been informed properly, I probably would had not proceeded with the transaction. I 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 part. If 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.
I signed up with SmartPay through StraightTalk's web site. I read every bit of small print and was not once informed of all of the fees associated with leasing a phone. After signing up, the fees were then made available to me once I logged into my account on SmartPay's page. I IMMEDIATELY called SmartPay to cancel my lease. They then told me I had to call StraightTalk. I called StraightTalk, they told me they couldn't find my order number. I then opened up my invoice from StraightTalk to find "Quality One Wireless" listed on the bottom of the receipt. I called them and got a strange voicemail. I had to email them 3 times before hearing back and they confirmed the cancellation of my order. I was then told my refund would come in 72 hours. Needless to say that never happened. I 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 email. your case is being escalated." What a crock. NOTHING has happened. I called again today and was basically told to give them another week to process my refund. I will be calling them back in 3 days if I see nothing has occurred. I am livid. This is the biggest scam I have ever dealt with in my life. Not 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 $945 for a $429 phone! Outrageous! Bad business all around.
Initial Business Response /* (1000, 5, 2015/01/15) */
customer received a response via e-mail on 1/12
Initial Business Response /* (1000, 8, 2015/06/24) */
Customer was responded to via email on 6/24/15
Initial Business Response /* (1000, 5, 2016/01/06) */
Hi [redacted],
Thank you for contacting us. I want to apologize for any confusion regarding your 9 month 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 smartpaylease.com/login.
As per your lease agreement, you agreed to make 9 payments of $99.84 (with the exception of your initial payment of $89.39, and at the end of the term, you would own the items listed below:
*Samsung Galaxy S6 4G LTE (Refurb)*
As of today, you have made 1 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
01/15/2016 $99.84 scheduled
02/12/2016 $99.84 scheduled
03/11/2016 $99.84 scheduled
04/08/2016 $99.84 scheduled
05/06/2016 $99.84 scheduled
06/03/2016 $99.84 scheduled
07/01/2016 $99.84 scheduled
07/29/2016 $99.84 scheduled
Scheduled payments include rental fees and taxes, in addition to a portion of the retail price of the items. For further details, please review the Terms & Conditions you signed when you applied for SmartPay (attached).
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: $446.95
To process a Buy Out:
1. Go to www.smartpaylease.com/login.
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 XXX-XXX-XXXX. We can help you process a Buy Out over the phone.
Once finalized, a Buy Out request can't be cancelled.
You can return the items to *Straight Talk* within 7 days of receiving them. If it is after 7 days and you'd like to cancel your lease, please follow the steps below.
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 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 10-15 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.
If you have more questions, contact us at [redacted]@smartpaylease.com or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you again, and have a great day.
Best,
[redacted]
SmartPay Customer Support Team
Initial Business Response /* (1000, 5, 2014/11/11) */
Hi [redacted],
We have had a chance to look at your case and we've refunded you for the following amounts:
11/07/14 - $188.34
11/07/14 - $26.91
The funds will appear in your bank account sometime this week.
If you have more...
questions, contact us at [redacted]@smartpaylease.com or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you for your patience, and we apologize for any inconvenience this may cause.
Best,
Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/11/03) */
Customer received e-mail from SmartPay customer support on 10/24 with adjustments to the lease. Customer confirmed that she received e-mail; customer lease details in the process of being updated. Customer will receive e-mail regarding...
payment dates, future lease payments once these changes have been made.
Initial Consumer Rebuttal /* (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 /* (4000, 9, 2014/11/10) */
customer received e-mail with resolution 11/10
Initial Business Response /* (1000, 5, 2014/11/11) */
Hi [redacted],
Thanks for contacting us. We apologize for the inconvenience and we are escalating your SmartLine account to be closed.
If you have more questions, contact us at [redacted]@smartpaylease.com, or call (XXX) XXX-XXXX. Our call...
center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you for your patience, and have a great day.
Best,
Customer Support
Initial Business Response /* (1000, 5, 2015/02/17) */
The following email was sent to the customer on 2/17/15:
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.
Unfortunately, due to system limitations we are unable to make permanent changes to the collections 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.
Important to note is that the payment schedule associated with your lease was generated by our system and was available for your approval in the Terms & Conditions that were agreed to when your lease was initiated. I've included a copy of this document below.
Please feel free to respond with any questions or concerns.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know what was put on the application by the rep or if it was incorrectly put in the system but I am positive that I told the representative as well as showed my pay stub to have the money taken out on a certain and specific date and the date they have is not it. I would be at fault if I made a payment on the assigned date because the company will not honor what I made clear when signing up. This is a tactic and way for this business to bully customers. When it should be changed to keep both ends of this agreement that I signed up for. If they are not capable of a simple task and had I known the small things could not have easily been handled then I would have never done business with this company.
Final Business Response /* (4000, 9, 2015/02/23) */
The following response was sent to the customer via email on 2/23/15:
Hi [redacted],
In response to your recent contact to the Revdex.com regarding your account with us, I want to make sure you understood that our program does not allow customers to choose their collection dates when applying for our program. Your pay days are taken into account, but the system generates the schedule and includes it in the Terms & Conditions document that is available before the lease is agreed to. As previously stated, 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.
Thank you,
Final Consumer Response /* (4200, 11, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I applied and inquired online and in store this is what your company says and copied from your page it states...[redacted]If approved, scheduled payments are timed to each consumer's pay cycle to make automatic payment easy.[redacted]
If this is not true you should not falsely advertise and your company should not be allowed to exist if you are lying to get business. I have a screen shot if it is needed of your actual page advertising this if you or Revdex.com needs to have proof of what you advertise if you as a company do not recall what your business has sold to consumers in order to get business. This company, from my understanding is to help build credit and make it easier for consumers to get the product they desire if they can not out right pay for it on our *scheduled pay cycle*. If my pay is biweekly and this is what this company advertises to its consumer why is it taken out on the wrong pay week? With that being said and that being the reason I signed up it would be appropriate to take out on my scheduled pay date, rather the opposite. You have breached the contract I signed up for. How is it that now (after I signed up), you can go back and say that there never was a choice for me to pick the date (which as stated is my actual pay date). This contract has been broken by your company. Rather than being put on my scheduled pay date I think it is only fitting this contract be dissolved and I keep the merchandise free of anymore payments. Which I have struggled to make since they are now being paid on wrong dates. Had I had the money in the first place to by the merchandise out right I would have never went through your company. As I stated before, this company is bullying their customers and lying to us in order to get business on false pretenses.
Initial Business Response /* (1000, 5, 2015/11/05) */
Hi [redacted],
We did send you an email on Tuesday requesting documents so that we can look further into your issue.
Again, we take helping our customers very seriously, and when a customer reports an error like this, we want to make...
certain we investigate it properly and correct it as soon as possible. In order to do this, we will need a copy of the following documents:
1. Police report
2. In cases where the personal info was stolen (name, DOB, SSN, etc.), we need evidence (documentation) that an alert was put on your SSN to avoid future thefts of this type
3. If your debit card information was stolen, we need a document from the bank stating that the card was compromised because of fraud and cancelled.
Please fax a copy of the document to XXX-XXX-XXXX, ATTN: Customer Support. Please make sure to include your name, email address, and phone number associated with your SmartPay account (if applicable), or we will be unable to process the submission. You may also email a copy of your statement (in PDF format) to [redacted]@smartpaylease.com.
Thank you very much for your patience and cooperation.
Best,
SmartPay Customer Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received your email and have replied two times that I am not your customer and shouldn't have to be asked to get a police report, etc. I have now asked your company in all my emails to please let me speak to someone who can search your systems by the debit number being used so that you can see the person responsible for using my card.
Final Business Response /* (4000, 9, 2015/11/11) */
Hi [redacted],
Thank you for your follow-up message. Our system shows that our team has reached out to you regarding the documents we require to proceed with the investigation of your case.
"Hi [redacted],
In order for us to process identity theft claims, we require the documentation described in the previous email. We apologize for the inconvenience and appreciate your cooperation.
Thank you,
SmartPay Customer Support Team"
Final Consumer Response /* (4200, 11, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is unacceptable. I am simply asking for them to run a search by my debit card that is being used to withdrawal money from my account. The 'documentation' that they are asking me to provide are ridiculous.
Initial Business Response /* (1000, 5, 2015/10/21) */
Dear Ms. [redacted],
We are sorry you had challenges with your Page Plus order. SmartPay is a separate company from Page Plus. If 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 address. We do see there are two pervious expired applications. One of the previous expired applications does have a refunded payment associated with the application. I have attached a copy of the refund receipt for your reference. If 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 /* (1000, 8, 2015/03/12) */
A proposal was sent to the customer on 2/25/15 (although the complaint here was not updated) and the resolution was executed on 3/10/15.
Initial Consumer Rebuttal /* (3000, 10, 2015/03/19) */
Sorry for the slow delay.....
My...
bank refunded me the $127.94 last week because Smartpay couldn't give me a time frame.
Now it seems Smartpay refunded $95.95 and $30.01 which totals $125.96 on Tuesday of this week. I will have my bank return their dollar amount and everything will be squared away.
Sent from my Verizon Wireless 4G LTE smartphone
Final Business Response /* (4000, 12, 2015/03/23) */
Based on the customer's response, this should be marked as resolved.
Final Consumer Response /* (2000, 14, 2015/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/03/17) */
Hi [redacted] - SmartPay does not actually ship or even physically touch the items that you ordered. We are simply a way to make your payments over time. Our records show that your items were shipped and received on 02/09/2015 at 10:16 A.M...
(tracking number 1ZY03WXXXXXXXXXXXX). If you haven't received items that you ordered, please contact Net10, as they are responsible for shipping these items.
Initial Consumer Rebuttal /* (3000, 12, 2015/04/28) */
Getting in touch with Net10 yielded no results. I still have not received my two (2) $65 cards that I bought using Smartpay. Smartpay says I should call Net10, and Net10 says I should call Smartpay. This is a very bad situation to be in. I am very disappointed that I have not yet received my full order but still have to pay for it fully. BEWARE OF SMARTPAY.
Final Business Response /* (4000, 14, 2015/05/04) */
We have reached out to Net10's fulfillment center and their response was:
"We do not send physical phone cards, the electronic PIN #s for the plans are below and would have been on the customers confirmation email, packing list etc so they were delivered."
The PIN numbers are then to be applied in your online Net10 account. You can contact Net10 for more questions:
Order status: XXX-XXX-XXXX. NET10 Service questions: XXX-XXX-XXXX
http://www.net10.com/contact.jsp?nextPage=contact.jsp&task=contact
Initial Business Response /* (1000, 5, 2015/07/14) */
The customer was sent the following email on 7/8/15:
Hi [redacted],
Thank you for contacting us and providing proof of the error. We apologize for the delay. We will be adjusting your lease to reflect the correct amount of $211.41 ....
The system is being updated to show this and will reflect this status in up to 3 business days.
You will be able to view the changes by logging into your account at smartpaylease.com/login.
If you have more questions, contact us at [redacted]@smartpaylease.com, or call (XXX) XXX-XXXX. Our call center is open Monday-Saturday 7am-7pm PST; Sunday 7am-5pm PST.
Thank you.
Best,
SmartPay Customer Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its been over 3 business days and my account has not been updated and I am still being charged by this company.
Final Business Response /* (4000, 9, 2015/07/22) */
Dear Ms. [redacted],
Thank you for your patience. We have confirmed the adjustment has been completed. As part of the adjustment, you will receive a refund of $164.83 to your debit card ending in [redacted]. Please allow up to 7 business days for your bank to reflect this credit. Your next payment of $31.88 is due on August 7, 2015. You can view this online at SmartPayLease.com/login.
Thank you again for allowing us to work to make this right. We strive to provide excellent service to all of our customers, and when we are unable to do so, we take the matter very seriously. If you have any further questions or issues with your SmartPay lease, please feel free to contact us at XXX-XXX-XXXX or at [redacted]@SmartPayLease.com.
Sincerely,
[redacted].
Director of Customer Support
Final Consumer Response /* (4200, 11, 2015/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the refund. I received a partial refund of $30. This company doesn't seem to do what they state even in the time frame they make.