Smile and Using Money Wisely

SMILE Payee Services (SMILE) appreciates the opportunity to respond to any Customer Service or Client complaint or concerns

However, in this case, SMILE does not understand why Ms. of *** would report what is factually not true. The reported allegation is unfounded and without merit

SMILE has been successfully providing Representative Payee, Money Management, and Bill Payment Services for people receiving Social Security or other government benefits, work wages, or may have need for an Alternative Payee

For monthly repeating bills, SMILE makes it a practice to pay all client bills including Rent, utility, insurance, cell phone, medical, pharmacy, etc., or invoices within five (5) working days of being received from the Vendor; and depending on the client’s available balance.

Our office talked with Ms. of *** on two (2) occasions

When Ms. first contacted SMILE about our Client, who SMILE has the responsibility to pay monthly Rent, Ms. was informed that SMILE had not yet received any Social Security benefits, and as such, could not pay any Rent due.

Ms. again contacted SMILE on Wednesday, November 20, 2019, and was informed that Social Security benefits were received on 11/20/19 and the Rent would be processed to be electronically deposited into her checking account on Friday, November 22, 2019.

At that point Ms. began raising her voice on the telephone saying that SMILE had her money and was not giving it to her, then she abruptly hung up telephone.

The attached SMILE Rent Payments *** Rent payment ledger for confirms that SMILE was not holding any money due to be paid to Ms. of ***.

Moving forward, future monthly Rent payments to Ms. of *** are programmed to be received the First Business Day After the 3rd of each month

Tuesday, December 12, 2017

SMILE Payee Services (SMILE) appreciates the opportunity to respond to the complaint from Mr. ***, which is as we understand, he “was not able to spend $40.00 to buy food for Thanksgiving because when he went to the ATM on Wednesday, November 22, 2017 to get $40.00 and it was not there.”

Based upon the attached documents, and information given below, the allegation and complaint by Mr. W toward SMILE Payee Services is baseless, without merit, and not true.

Attached are the SMILE deposit transactions to the personalized reloadable debit ending in #***, issued by SMILE to Mr. W, documenting that he has consistently received Wednesday Weekly Allotments every Wednesday, as he is programmed to receive, according to 2) Debit Card transactions to #*** Wednesday Weekly Allotments 08-30-17 thru 11-30-17.

From November 1st thru November 22nd, SMILE deposited a total of $438.01 on the reloadable debit card SMILE issued to Mr. W ending in #***, which gave him the money to buy the $40.00 worth of food he alleges in his complaint he was not able to buy, according to the attached 1) $438.01 Debit Card deposits to #*** W *** Wednesday Weekly Allotments 11-01-17 thru 11-22-17, Mr. W got $62.67 on Wednesday, November 22, 2017.

According to the attached deposit ledger, on Wednesday, November 22, 2017, SMILE programmed the $62.67 Wednesday Weekly Allotment for Mr. W that was added to his debit card ending in #*** at 12:32 pm EDT/11:32 am CDT, as per the attached 3) Debit Card SMILE deposits ending #*** W *** Wednesday Weekly Allotments 08-30-17 thru 11-30-17 document.

Mr. W, unbeknownst to SMILE, created his own dilemma in that he contacted the reloadable debit card company and had several additional personalized debit cards issued to him, and as such SMILE did not have any of the card account numbers in his funding profile. One such debit card ending in #***

From the attached ledger, 4) Debit Card ending #*** W *** Self Telephone Transferred Wednesday Weekly Allotments 11-17-17 thru 12-06-17, debit card ending in #***, Mr. W called the card issuing debit card company to have them transfer the programmed Wednesday Weekly Allotments SMILE processed to debit card ending in #***, to be transferred to the debit card he had issued to him ending in #***.

Wednesday, November 22, 2017, the substance of the complaint filed by Mr. W, SMILE had his programmed $62.67 Wednesday Weekly Allotment added to the debit card ending in #***. However, Mr. W waited until 11:05 am EDT/10:05 CDT to transfer the $62.67 to his debit card ending in #***.

Mr. W did not transfer the $62.67 until Saturday, November 25, 2017, knowing that SMILE had the money processed to the debit card ending in #***, as he had transferred funds the previous week, which would have given him the money he filed the complaint against SMILE stating that he did not receive his regular $62.67 Wednesday Weekly Allotment on Wednesday, November 22, 2017, which of course, is not true.

SMILE Payee Services has substantiated with the attached documents, and information gave above, support in our belief that the allegation and complaint by Mr. W toward SMILE Payee Services is baseless, without merit, and not true.

As always, if there are any questions, or any additional information is needed, please do not hesitate to contact us.

Lawrence L. S ***
SMILE Payee Services
*** Cleveland, OH ***
(216) 254-2612
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