Public Mediation

Crystal Brammer vs. Smart Pay Plus (844)467-3561

Major Screw up for SmartPay One phone # on two seperate leases

C. B. vs. Smartpay Plus - Smartpay At Tempoe
PO Box 626, San Francisco, California, 94104-0626, United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 5573607
    • Amount Involved: N/A
    • Filed On: Mar 13, 2017
    • Posted On: Mar 24, 2017
    • Complaint(s):
      • "I just feel ripped off."
      • Customer service runarounds
      • Overcharge or billing error
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Statement of Claim
Complaints Involved (6) - View
Claimant says:
"I have had straight phone and service for years and have had NO trouble. I have had my phone # of (509)671-2685 for over 13 yrs with no issues
Jan 17, I bought a Straight talk phone on time. It goes through a 3rd party called SmartPayPlus. They automatically charge another month airtime, even if you just renewed it. A couple of days before the first auto pay and #). My lease contract is for 13 day of each month for $72.68

Feb 9, I get a text messages for the amount $104.84 on card ending in 3904 (this in not my contract amount or my card. I call smartpayplus customer service and was told to ignore it because my phone # is associated with 2 leases and my lease is fine. I never received any text for my lease.
Feb 12, I get a text for the $104.84 account saying that the auto withdrawal failed . I call smartpayplus customer service and after collecting the sim # and IMEI# the problem will be sent to corporate.
Feb 13, text saying the $104.84 payment was unsuccessful. I call again after 1hour with customer service I finally get put through to supervisor. told that corporate is looking in to it. Feb 14, MY My Phone is deactivated due to $104.84 not being paid. Call straight talk and my airtime is paid for but smartpay has put a risk on my phone number because the lease payment was not paid.
Feb 22, I called smartpay and after another 1 ½ hr they finally get my phone turned back on.
Feb 23, text for other lease late payment was receive for card 3904
Mar 9, I call smartpay and let them know that my number of (509)671-2685 is still linked with the other lease and the say they will send it back to corporate to fix. Give them till March 14th to answer.
Mar 10, my phone is shut off again. Straight talk says payment was not paid again even thought my airtime is good and you need to take it up with smartpay.
My payment of $72.68 has again cleared but my phone # is still deactivated
I have had to buy another month of airtime on a previous phone and get a new number on it just to deal with this issue .
I am getting no where and now I am paying on a $400 phone and $45/mo airtime only connected to that phone that I can't use because SMARTPAYPLUS has mixed up my phone # and put it on 2 leases. I cannot even change to a different # as it is linked to the other lease"
...
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Claimant timeline (4) - Hide
  • 02-09-2017 — first phone call to customer service for recieving text not associated with my lease
  • 02-14-2017 — smartpay shuts phone off due to wrong lease not paying
  • 02-23-2017 — phone finally turned back on with smartpays corporate help says problem fixede
  • 03-10-2017 — smartpay shuts off phone again because the other lease has not paid again
What Claimant Wants Hide
Non-Cash
What By When How Much
1. Complete project: disasociate my phone # from other lease so I can change it and use my new phone Mar 28, 2017 N/A
Cash
1. Other – Pay for claim posting cost Mar 28, 2017 $7.99
Just make me happy!
Claimant invites SmartPay Plus - SmartPay at TEMPOE to make a fair offer to resolve this complaint.
Cash total : $7.99
Non-cash: 1 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from SmartPay Plus - SmartPay at TEMPOE. This claim will remain posted until resolved
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