Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:19/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not sure how BBB has allocated a A+ rating where there are so many customer complaints of never agreeing to Felxiti hidden services that they charge you for? I too was sold a 12-month interest free loan for an admin fee of $59. At the point of sale I was only ever informed of the admin fee and 12-month equal installments that are required. It is important to point out that Flexiti is a credit card with an annual premium that should be disclosed to the customer. It is also important to point out that Flexiti is in bed with *********** ********* who are desperate to obtain your financial information and commence charging you for credit services that you would never normally sign up for with a credit card and are disproportionality massive interest payments as compared to amount of debt. I agreed to a Flexiti account but declined credit insurance. ***** ******* confirmed I never signed up to Credit Insurance. Somehow my financial details were still shared with ************ who started charging me $67/month for services I never agreed to. I asked *********** and they pointed to me an e-mail that was sent to my junk folder and sent out to me while i was receiving emergency chemotheropty for stage 4 four cancer. Neither Flexiti, nor *********** has provided me any documentation where I consented to Credit Insurance. A one-sided E-mail does not constitute a legally binding contract or mutual consent. Reading through these complaints it is clear I am not the only one experiencing these false selling practices. This is a clear violation of trust and the Data Privacy ACT. If a company wants to sell our information for financial gain (Flexiti) this should be expressly informed to the customer at the point of sale. It is also worth pointing out that *********** should be required to send out formal agreements by mail, this would prevent their spam being hidden by junk. Perhaps this is on purpose as people would cancel the insurance within 30 days as they never signed up.

  Business Response

  Date: 24/05/2023

  We have fully reviewed the customer's account.

  We extend an offer to apply for a payment protection at the moment of the customer’s purchase or online account creation.

  The customer signed up for a payment protection with *** (*********** Insurance) at the time of their purchase, hence the ******* ******** premium charges appearing on their account. The payment protection plan is selected during the purchase process before the finalization of the purchase. This is confirmed on the customer’s purchase confirmation email, which was sent automatically at the time of their purchase.

  The customer was sent an email on January 15th, 2023, confirming the insurance and the details of the insurance.

  We can confirm the insurance was cancelled as of April 24th, 2023, and a partial refund of $63.57 was authorized by ***.

  Please note, Flexiti does not receive the premiums as the ******* ******** insurance is dealt by a third party, ***. Should the customer wish to discuss the premiums further, they are encouraged to reach out to *** directly.

  Customer Answer

  Date: 27/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  At the Point of Sale, I was only made aware of a $59 administration charge. You cannot obtain mutual consent through E-mails sent to junk folders. I was also in hospital, as I was diagnosed with stage 4 cancer and did not have e-mail access to reject these emails. Here are the facts, and what Flexiti and *********** are doing is illegal and a breach of the Data Privacy Act! The Better Business Bureau should investigate how many times this has happened and then reduce the BBB rating ** **** ** ****! 

  At the Point of Sale, I signed a credit agreement and authorized charges for $59- and 12-months interest free credit. I reviewed the application and signed (within this credit agreement there was no such mention of expensive Credit Insurance). However, the online application after the credit agreement, on the **** which the Vendor/Agent controls, has options which the customer is not permitted to review. It is at this point you are trusting the Vendor/Agent to sell you all the defaulted selected services and deselect if you reject. If the Agent does not deselect, you have been entered into contracts without your consent. More importantly Felxiti uses this process to share your personal data with third parties to allow Vendors to submit charges to your Flexiti account which you are charged 30% interest. The Vendor/Agent never explained or sold Credit Insurance to me, so there was no verbal consent. This is the legal failing in obtaining legal consent. Flexiti and *********** are insisting the Vendor/Agent sold me these services (But they were not present at the Sale) and signed up to the contract using verbal consent I never provided. This is a very weak argument to rely on obtaining consent, you have to ask why they do not request customers to sign a contract for these services? Flexiti do require your signature to sell you a Loan, but *********** do not require your signature to charge you expensive Credit Insurance. If I had not caught in time these charges would of cost more than the mattress over 12 months and the 30% interest paid to Flexiti, which was supposed to be interest free!

  Furthermore, Flexiti and *********** send you E-mails allowing you to cancel Credit Insurance free of charge within the first 30 days. Has a bank ever offered you 30 days to cancel Credit Insurance where you correctly requested and signed for such service? No, because you entered into a bona fide contract for which the bank provides requested services and books the premiums paid as revenue, if you cancel there are charges for revenue lost! *********** allow you to cancel Credit Insurance anytime but will not refund you premiums paid so far. This is twofold: firstly, *********** know they do not have a legal document with your signature on to charge for such services. Secondly, both Felxiti and *********** are not interested in the long term, **** *** ****** ** **** * ***** **** *** ***** ****** **** ** *** ******** ***** ******. If these charges amount too high, then people would seek legal assistance. However, as long as *********** and Flexiti keep their ******* behaviors below $3k they know customers will not seek legal action and most likely pay to get out of the mess.

  The sending of these e-mails is the second step taken by Flexiti and *********** to strengthentheiraugment in obtaining consent. However, legally consent was never obtained at the Point of Sale and any further bolts and e-mails are irrelevant in the eyes of the law. The e-mails sent landed in my junk folder. Also, I had never heard of *********** and in this day and age of spam, phishing and ***** you are better off not responding to E-mails you are not aware of and providing financial details which are protected under the Data Privacy Act.

  The issue is your details have already been shared and used against you for ********** charges, this is a breach of the Data Privacy Act.

  I have requested ***** *******, Flexiti and *********** provide me the document with my signature providing legal consent to share my financial data and charge me for expensive Credit Insurance. ***** ******* and the Salesperson confirm they did not sell me Credit Insurance. Flexiti and *********** keep saying I agreed and authorized such services with ***** ******* but cannot produce any legal document. In their response to this claim, they are relying on an E-mail sent to my junk folder that confirms the agreement I entered into the day previously. Both Flexiti and *********** are relying on a weak argument of the application process that the Vendor/Agent sets up without selling you the services or obtaining your consent.
  

  As the Vendor/Agent never sold me these services and I never authorized the Vendor/Agent to sign me up to these services; no contract exists! This would fail under Law of Contract and Law of Agency! If I said you cannot empty my bank account in store, but you send me an E-mail the next day telling me my bank account will be emptied within 30 days without my rejection - this would fail within the Courts!

  *********** has now agreed to refund me 100% of what they charged me. However, they refunded my Felxiti Account which I closed. I will have to request Felxiti refund me for which there is a cost (no surprise)!

  I was lucky enough and familiar enough with the law to limit my damages to under $200. However, if you are no Lazer focused on reading and keeping up to date on all the e-mails sent and constantly checking you Felxiti balance you could be unfortunate enough to land in a trap where you pay more for services and interest than the price of the product purchased. 

  If these are the **********practices used to charge overtly high interest at 30% and allow Vendors to charge you very expensive Credit Insurance, I would recommend using your Credit Card which is there to protect you and not share your data and allow ********** charges against your account.
  

  Again, I request ***** *******, Flexiti or *********** to produce a document of consent where I provided my knowledge and authorization to share my data and enter me into expensive services and charge me. 100% you will receive a wishy-washy response and no consent document answering my very specific and legal questions.

  Sincerely,

  
  Kevin Latham

  Business Response

  Date: 08/06/2023

  As previously mentioned, the customer signed up for a payment protection with *** (*********** Insurance) on 01/15/2023 at the time of their purchase with ***** *******.

  We have attached a copy of the customer’s purchase confirmation email, which confirms that the payment protection plan was selected before the finalization of the purchase. We have **** ******** a copy of the confirmation email that was sent to the customer at the time of their purchase, confirming their enrolment with *********** Insurance.

  On 05/31/2023, *** authorized an additional adjustment of $ 113.71, resulting in a credit balance on the customer’s account. In order for us to issue the credit balance refund, the customer can send a copy of their direct deposit form or a void cheque to ************@*******.com. Flexiti will then issue an EFT directly to the account number listed on the direct deposit form or void cheque. Note that this process generally takes 8-10 business days from the date of receipt.

  Should the customer have additional concerns or questions, they can contact us directly at ********************@*******.com.

  Customer Answer

  Date: 12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Once again, this company illustrates its complete lack of professionalism and understanding of the law. This was an E-mail to my junk folder, dated 15 January 2023, which I was unable to respond to within 30 days as I was admitted to hospital and diagnosed stage 4 Cancer. As these letters do not have my signature on and wher not present at the Point of Sale they are irrelevant and non-binding. I REQUESTED FLEXITI PROVIDE A CONSENT LETTER WITH MY SIGANTURE, WHICH THEY CAN NOT DO AS IT DOES NOT EXIST. Flexiti is relying on a verbal contract being entered into by their Authorized Agent, ***** *******. If ***** ******* fail to explain what they are selling you and just approve the application without amending the defaulted toggles, that is not CONSENT, and a contract does not exist. You can send E-mails, letters and pigeon couriers to my house telling me we have a contract and you are entitled to take my house if I do not respond within 30 days. But under the Law, within a Court, you have to prove your authorized Agent sold me the product. ***** *******, Head Office and the Sales person who sold me the mattress confirmed that they never sold me any Credit Insurance and never explained any Credit charges to me. (No verbal contract)

  I am lucky I got out of this ***** unscathed and discovered what Flexiti were doing early on in the process. If I did not check my Flexiti account and close it, I would have been charged almost $800 for credit Insurance and a further $300 for 30% interest applied to the Principle I was not paying off. 

  ***** ******. I do have a Flexiti Loan Agreement with interest, amount of credit, admin charge and all other terms which I agreed to and signed to receive my Flexiti card. I have nothing else and Flexit cannot provide anything other than E-mails set to my junk folder after the Point of Sale.

  Read the facts yourself as Flexiti will continue with its ******* practices until their reputation destroys their brand. But Flexiti do not care, when customer sign up deteriorates, they will sell to another financial instruction. * ******* *** ****** ******** ****** ** ******* *** *** ********** **** *** *** ********** *********** *** ************ ** ******* *** ********* ***** ****** ** ******* *** ********* 
  

  Sincerely,

  ***** ******

  Customer Answer

  Date: 27/06/2023

  I was just in the process of requesting a refund from my Flexiti Account when I found the attached receipt. As you can see, I agreed to sign up to 12 equal instalments as sold to me by ***** ******* (Flexit’s authorized Agent). No where within the receipt (Point of Sale) which I agreed to with ***** ******* does it mention any Credit Protection which was a bolt on after the sale and is not a legally binding contract. Flexiti did send me a purchase confirmation (attached) making suggestion to Credit Insurance. But as I explained this was sent to junk folder. I am not sure how you can figure out how much you are paying monthly from the attached Purchase Confirmation. The rate or coverage is not explained so I am not sure how a legally binding contract can exist when clearly there is a breach in my acceptance to their offer, there is no explanation on price or coverage (so no consideration exists).
   
  
  Please share this with your investigation.

  Business Response

  Date: 07/07/2023

  Flexiti maintains that the customer was signed up for payment protection with *** (*********** Insurance) on 01/15/2023 at the time of their purchase with ***** *******. The customer opted into the payment protection before the finalization of the purchase.

  When the insurance was cancelled, *** authorized a refund of $63.57, and an additional refund of $113.71 was provided on 05/30/2023 totaling $177.28. This is the full sum of the insurance charged to the customer.

  The customer’s account now has a balance of $0.00 and has been closed since 04/19/2023.

  Furthermore, we have attempted to reach out to the customer in order to further clarify the *** enrolment process. We were unable to connect with the customer, but a voicemail was left encouraging the customer to send us an email to schedule a phone call.

  The customer can also contact us at 1-877-259-3745 should they have additional questions. 

• Initial Complaint

  Date:18/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 18, 2023 I made a purchase on the ********** website for a product in the amount of $1,920.99. I made a payment in full of $1,920.99 which was posted to my Flexiti account on April 27th bringing my Flexiti account balance to zero. On May 2nd, 2023 the product I had purchased from ******* was not working correctly therefore I returned the product on May 2nd, 2023 with a full refund back to my Flexiti account. I have contact Flexiti a few times to have this issue looked into and the standard response I receive "the issue is with *******". I contact ******* on May 15th and asked for an investigate to my product return by escalating it to their finance department and as of today (May 17th), ******* has responded stating that the refunded was processed on May 2nd and should have been posted to my Flexiti account 5 business later. It is now May 17th and I have no refund posted to my flexiti account to date. I want this issue resolved and my money refunded to me.

  Business Response

  Date: 24/05/2023

  The customer’s account has been reviewed in full.

  The customer made a regular credit purchase on 04/18/2023 in the amount of $1,920.99.

  When a customer makes a purchase using their Flexiti card, that is taken as the customer's consent to finance their purchase. Thus, when a transaction is posted to their account, we advance funds to the merchant on their behalf. In order to process a return or refund on a customer's account, the merchant must either process the return through their system or advise us in writing that a return or refund is required. Once a transaction is posted, we must receive written confirmation from a merchant to process a return.

  To-date there is no return showing on the customer’s account, hence the customer being re-directed to the merchant.

  As a courtesy, we have reached out to the merchant directly for an update, and we will follow up with the customer once we have received more information.

  If there are any additional questions, we would be happy to help. We can be reached at 1-877-259-3745.

  Customer Answer

  Date: 01/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:16/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to buy 2 bed sets from **** and they offered me a no interest for one year last August through the Flexiti card. I paid every month on time or early. Last December I made a payment and they applied it to Novembers payment and said I missed a payment for December and started charging me interest. I phoned in January and spoke to a customer service agent and he deleted the interest charges. Every month after the interest charges showed up. I kept calling and emailing them every month because the charges kept showing up, and after the last nasty email I received I paid the account off in full and will be demanding that the account be closed. I planned on buying more household items, but not now because of the troubles I have encountered.

  Business Response

  Date: 24/05/2023

  We have reviewed the customer’s account in full.

  The customer made a purchase on a 12-month equal monthly payment plan on August 20th, 2022. With Equal Monthly Payment plans, customers are required to make the current payment amount during their payment window each month to keep the promotion and to avoid interest charges.

  Customers are sent monthly statement reminders to the email on file advising them that their statement has been released and prompts them to login to the online customer portal to view it. The statement includes the current payment amount and its due date.

  The customer was charged interest as they were not meeting their current payment amount (***), resulting in the unpaid amounts becoming past due amount that are interest-bearing.

  Should the customer have any questions or concerns, the customer can contact us, and we would be happy to help. We can be reached, at 1-877-259-3745. 

  Customer Answer

  Date: 29/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I always paid over what the monthly charges were set to.  The first person I talked to in January reversed the charges right away.  They posted one of my payments to the month earlier which made December a non payment, and I was not notified till January.

  If I needed I can get hard copies of my transactions from **/Flexiti, but I will have to go into the bank because I can only save all (flexit, ******* ***, hydro, water) bill payments and I really do not want them to have that information.  I would like them to prove me wrong.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/06/2023

  As previously mentioned, the customer was charged interest as they were not meeting the current payment amount (***) shown on their monthly statements. Any unpaid amount becomes a past due amount that are interest-bearing on their following statement.

  The customer short paid their statement with a *** of $ 392.47 and a due date of January 27th, 2023, in which payment had to be received between the dates of January 06th,2023, and January 27th, 2023, to align with their billing cycle. Only a payment of $300.00 was received during this period.

  The customer short paid their statement with a *** of $ 193.12 and a due date of March 28th, 2023, in which payment had to be received between the dates of March 07th, 2023, and March 28th,2023, to align with their billing cycle. Only a payment of $20.00 was received during this period.

  The customer short paid their statement with a *** of $ 372.28 and a due date of April 28th, 2023, in which payment had to be received between the dates of April 07th, 2023, and April 28th, 2023, to align with their billing cycle. Only a payment of $250.00 was received during this period.

  The customer was charged interest totaling $25.63, and a total of $11.62 was previously adjusted as a courtesy. No further interest will be adjusted.

  Should the customer have any questions or concerns, the customer can contact us, and we would be happy to help. We can be reached, at 1-877-259-3745. 

• Initial Complaint

  Date:15/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flexiti they dont care about anyone but them selfs **** **** ****** I signed up for 12 month no payments no interest I have the paper work from store Flexiti put it for 3 months billing me over 2,000 in interest alone dont go here the wave card give you interest at 36.99 crazy I will be reporting this to my credit to have them take this off not getting a penny from me now

  Business Response

  Date: 24/05/2023

  We have fully reviewed the customer's account.

  The customer made multiple purchases in November 2022 on 3-month DP - S.A.C (Interest Accrues) promotional plans. An additional purchase was made on 11/29/2022 on a 6-month DP-S.A.C (Interest Accrues) promotional plan.

  The customer was sent monthly statement reminders via email, prompting them to login to the online portal. On every statement, it was advised that the promotional offers expire on and must be paid before the promotional expiration dates to avoid paying accrued interest charges. The Annual Interest Rate on regular credit purchases will then apply to any amount that remains unpaid.

  In accordance with the Cardholder Agreement, sent to the customer in their Welcome Email, for purchases on DP - S.A.C (Interest Accrues), no payments are due on purchases made under this promotion until the promotion's expiry date. No interest is payable during the promotional period, however, interest at the AIR applicable to Regular Credit Purchases accrues from the transaction posting date and the accrued interest will be charged to your Account if the promotional balance is not paid in full by the promotion's expiry date and any outstanding balance which was subject to the promotion will be treated as a Regular Credit Purchase.

  The customer did not make payment in full by their promotional expiry date therefore, the accrued interest was charged to the customer's account.

  We reached out to the merchant directly in order to confirm whether the purchases should have been processed on 12-month plans and were advised that the customer was put on the correct plans. The merchant further confirmed that the customer’s purchases were not eligible for 12-month plans.

  Should the customer have any questions or concerns, the customer can contact us, and we would be happy to help. We can be reached, at 1-877-259-3745. 

• Initial Complaint

  Date:15/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased a laptop from *******, I signed up with Flexiti to finance the transaction to pay over a period of 3 months. Without any of my knowledge, they charged an insurance premium. When I called them yesterday, a floor supervisor named Samantha told me that the insurance charge was nothing to do with them and this was charged by the *******. I sent an email to ******* and they replied to me back stating that they have nothing to do with the charge. Flxiti **** to me and I am wondering how many other customers were affected by this unwanted charge. Samantha ********** me stating that she will send my account to collections if they don't receive the payment before May 17. Please investigate and shame them for doing this ********** charge. I have included the insurance charge as well as the email received from *******.

  Business Response

  Date: 24/05/2023

  We have reviewed the customer’s account in full.

  We extend an offer to apply for a payment protection at the moment of the customer’s purchase or online account creation. The customer signed up for a payment protection with *** (*********** Insurance) at the time of their purchase, hence the ******* ******** premium charge that appeared on their account.

  Flexiti does not receive the premiums as the ******* ******** insurance is dealt by a third party, ***** ****** Insurance. Should the customer wish to discuss the premiums further, they are encouraged to reach out to *** directly.

  We can confirm that the ******* ******** insurance was cancelled as of 12/19/2022, but no refunds were issued. While we maintain that we do not receive the premiums, we have reached out to *** directly to see if a refund can be issued.

  Should the customer have any questions or concerns, the customer can contact us, and we would be happy to help. We can be reached, at 1-************.

• Initial Complaint

  Date:11/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August of 2021 my husband ******** ********* bought me a ring. They offered him a credit card for 18 months interest free. In January 2023, it was due so he gave me the information for me to pay as English is his second language. I opened the statement and clearly the statement said on the first page (payment due date Jan 23/23). I paid the whole amount of $3558.77 on January 18, 2023, a few days earlier so the payment arrives in plenty of time. They received the payment on Jan 19, 2023, 4 days before the payment is due. A few weeks later, my husband receives a call from **** (who works for their ***** ****** ********) advising him that he owes 2,088.40 in interest for the whole 18 months. They have been charging interest every month as well since January so now the total is $ 2,259.71. I called Flexiti for my husband & spoke to Jenie, she advised me to send them the proof of when it was paid, which I did & said that they would look into this for me. A few days later, I called them and they transferred me to **** and she insisted that I needed to pay the full amount before January 15, 2023 (not even on the due date) to avoid the interest. The due date on the front page, in big bold writing was not the real due date. That is totally confusing, when any **** or bills need to be paid, you go by the due date to avoid interest. She told me I needed to pay the min balance of $211.31 to keep the account in good standing and she would look into seeing what she can do for me. When my husband received this credit card at ******'s, the only thing that he was told was that the promotion was 18 months no payment, no interest. They sent my husband a statement clearly showing the due date of January 23, 2023. Their statements are clearly misleading and confusing. They advised that even when they received the money on January 19th, it was still considered late. . If Jan 23rd wasn't the real due date, then why did it show on their statement? Please help us resolve this issue.

  Business Response

  Date: 24/05/2023

  The customer’s account has been reviewed in full. The interest on the customer’s account has been adjusted and we have attempted to reach the customer to confirm.

  Should the customer have any questions or concerns, the customer can contact us, and we would be happy to help. We can be reached, at 1-************. 

  Customer Answer

  Date: 31/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you so very much in getting this resolved for us.  They have cancelled all the interest charges and we are so grateful to you. 
  
  Sincerely,
  
  ******** ********* C/o ****** *********

• Initial Complaint

  Date:05/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On august 22 we purchased a sectional sofa from Surplus Furniture&Mattress in Moncton nb…the sales clerks told us about a 18 month no payments from a financial company called Flexiti…they did not mention that you would have to pay the interest from the day of purchase…i received an email from this company looking for a minimum payment….when I called a spoke to a gentleman e said that I needed to make a monthly minimum payment which was odd considering we were told it was no payments for 18 months….again he made no mention about what would happen after 18 months…so imagine my surprise when I was finally able to log into my account and was shocked to find out we had been charged over 1600$ in interest….there was no letter no phone calls only…only this company saying that they sent out e-mails….we have a busy and hectic life and I rarely check my emails….sometimes things get missed but a reminder would have been nice….and s financial company being able to charge 30% + interest from the day of purchase is a ******* *******….******* ** **** **** ****** ** ** **** **** ******* *** ******* ******** ******…we had never used a financial company before and now will never use on again….thank you for your time and hopefully you can help me out..

  Business Response

  Date: 12/05/2023

  We have attempted to reach out to the customer in order to further clarify what has happened on their account and discuss a mutually satisfactory resolution. We were unable to connect with the customer, but a voicemail was left encouraging the customer to send us an email to schedule a phone call.

  In the meantime, the customer can also contact us at 1-877-259-3745 should they have additional questions. 

  Customer Answer

  Date: 01/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I purchased appliances from ******** ** *** ********** on March 12, 2022 and the store financed my purchase through Flexiti. I had 6 months to pay the balance. On September 8, 2022, I made a payment of $13052 to clear the entire balance. There was an annual fee of $25. I did not realize there is a fee and hence missed to make a payment of $25 which became $27.63 by the time I cleared the original amount. When I paid $13052, I assumed that I cleared the entire balance, but to my surprise due to the balance of $27.62, Flexiti started charging interest on the balance amount and I was charged $2266.77 just because I didn't pay $27.62. I would like BBB to look into this matter and would like to get a refund back on the interest I paid. I cleared the entire balance on April 28, 2023 to avoid any further interest but I would like to dispute this bad and unethical practice by this credit card company. Retailer: ******** ** *** ********** Purchase date: Mar 12, 2022 Plan expiry date: Sep 12, 2022 Financing plan type : No Interest, No Payments (S.A.C.) Remaining plan balance $0.00 Purchase amount $13,051.84

  Business Response

  Date: 11/05/2023

  We have reviewed the customer’s account and consider this matter resolved. We attempted to contact the customer directly to discuss their account and confirm the interest adjustment made on 05/08/2023 but were unable to reach them.

  Should the customer have any further questions or concerns, the customer can contact us, and we would be happy to help. We can be reached, at 1-************, or directly through email at ********************@*******.com. 

• Initial Complaint

  Date:28/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wish I found this before giving this company any money, they got over 1,000$ in interest from me without even telling me isn't that cute? my online statements for my promotional offers all show 0.00 interest occurred but my partner was wondering where all the money was going and after a few 3 hour phone calls which lead no where we figured it out they had been charging us interest for the last 6 months on all these plans and nothing on our statements just our debt going up and payments not reflected on balance we immediately paid the full amount and emailed them about this and they just said. "As the cardholder, it is your responsibility to review your statements each month to ensure that appropriate payments are made in a timely manner. Flexiti reserves the right to cancel one or more promotional offers in accordance with the terms of the cardholder agreement. Please refer to the excerpt below from your cardholder agreement that is also included at the end of each statement" I replied with the screenshots of my account and statement all showing 0.00 interest charged but they just repeat themselves like a broken record I told them there is nothing on my statement and they told me it was on the "cardholder agreement" I sign into my flexiti account to view my promotional offers status and trust that they are keeping that information accurate unfortunately i put my trust in the wrong company because they have been secretly charging me interest for six months now just unbelievable can't believe they got away for it for that long feel so stupid no one trust this company this is basically stealing from people that aren't good with numbers or doing the math. I have ******** a screenshot of the statement I am offered when logging into the site they email a link to the site "https://************* which has only recently started working for us we have sat on the phone for 3 hours our statements and your site show "0 interest charged" but you have charged us much.

  Business Response

  Date: 05/05/2023

  We have fully reviewed the customer's account. The customer made a purchase on 01/13/2022, on a 3-month DP - No Payments + No Interest Accrued promotional plan.

  The customer was sent monthly statement reminders via email, prompting them to login to the online portal. On every statement, it was advised that the promotional offer expires on and must be paid before the Promotional Expiration Date of April 13th, 2022, to avoid paying a deferral fee and interest charges. The Annual Interest Rate on regular credit purchases will then apply to any amount that remains unpaid.

  In accordance with the Cardholder Agreement, sent to the customer in their Welcome Email, for purchases on Deferred payment – no interest, no payments. No payments are due on purchases made under this promotion until the promotion’s expiry date. No interest is payable for the duration of the promotional term on the balance subject to the promotion. Interest does not accrue on the balance subject to the promotion for the duration of the promotional term. If the promotional balance is not paid in full by the promotional expiry date, immediately following the promotion expiry date, any outstanding balance which was subject to the promotion will then be treated as a Regular Credit Purchase and the applicable deferral fee will be charged to your Account.

  The customer did not make payment in full by their promotional expiry date therefore, the deferral fee and interest were charged to the customer's account.

  In addition to this, the customer made multiple purchases on equal monthly payment plans for different term lengths. With Equal Monthly Payment plans, customers are required to make the minimum monthly payment during their payment window each month to keep the promotion and account in good standing.

  The customer’s monthly statement includes the minimum monthly payment amount and its due date.

  The customer missed their payment with a due date of June 17th, 2022, in which payment had to be received between the dates of May 27th, 2022 and June 17th, 2022 to align with their billing cycle.

  The customer also missed their payment with a due date of October 17th, 2022 in which payment had to be received between the dates of September 26th, 2022, and October 17th, 2022 to align with their billing cycle.

  When a customer misses or short-pays two payments within 12 months, Flexiti has the right to cancel any promotional offers. At the end of each statement and included within the terms of the Cardholder agreement, it is noted that if we do not receive the required payment under a Promotional Offer by the Balance Due Date in effect, we may, at our option, cancel one or more Promotional Offers applicable to the Account, effective on the date such default occurred. If we cancel a Promotional Offer applicable to the Account, any amount payable under an unexpired Promotional Offer will immediately become an interest-bearing amount and in all other respects shall be treated as a Regular Credit Purchase in accordance with the terms of the Agreement.

  Should the customer have any further questions or concerns, the customer can contact us, and we would be happy to help. We can be reached, at 1-877-259-3745.

  Customer Answer

  Date: 05/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  No information or statement is available on my account displaying this information the above company is claiming is available they have confirmed with me a problem with the system where my plans display "0 interest accrued" I have been informed by them it is not there responsibility to provide me these numbers and it is for me to keep track of how much interest "THEY" are charging me and they do not need to provide me that information accurately which I believe is absolute criminal.
  
  * **** ******* *********** ** ** *********** ************* I cannot retrieve any further screenshots as the website has been unfunctional for some time, when logging in to view statements I am shown clearly that "No interest has occurred" my plans are not kept up to date I am not been provided statements or information as the company is claiming they have told me over the phone and replied to my reviews that this is a rare occurrence that my statements are not reflecting any interest being charged, if you attempt clicking the button to view more information or download any "statement" the website does not function the email sent to me provides a login link and upon login I am showed that no interest is being charged on any of these plans this information is not available "on my end" as I have explained and provided screenshots I have also made both these payments "On-time" and let the company know this over the phone, I was unaware i was being charged interest until I was forced to "do the math" using my account balance I was able to determinate money "interest" was being taken from me for the last 6 months and the company "flexiti" has been unable to provide me any information on this I have immediately closed the account fully paid upon finding this information.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 18/05/2023

  We have attempted to reach out to the customer in order to further clarify what has happened on their account and discuss a mutually satisfactory resolution. We were unable to connect with the customer, but a voicemail was left encouraging the customer to send us an email to schedule a phone call.

  The customer can also contact us at 1-877-259-3745 should they have additional questions. 

  Customer Answer

  Date: 19/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Please review call recordings from calls made between "apr 27th and may 3" the longest running 23 minutes 47 seconds I felt personally insulted during these calls I understand that it is my responsibility "as an adult" to keep track of these numbers and print these pages provided at time of purchase I believe it should be flexiti's job to provide this information accurately as other similar services do I am notified of interest being charged and my "plans" are kept up to date and reflect things properly I am a avid user of "******, *********, ******, ******" which all provide me this information upon logging into my account where I can properly assess how much I am being charged without this information I am left being charged overcharged* for months without being able to correct the problem, I immediately paid the full balance of the credit card upon realization of this but my information available on my account does not reflect this "To this date" and I am unable to understand why the continued ********** in the way of phone calls when my emails and other communication are being ignored I do not desire further ridicule in the way of "explanation" to why this information displayed upon login has remained incorrectly displayed a** ********* ** ** *********** ******** **********. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/06/2023

  As previously mentioned, we have fully reviewed the customer’s account and have attempted to reach out to the customer in order to further clarify what has happened on their account and discuss a potential resolution. We have been unable to connect with the customer but have reached out directly through email to schedule a phone call.

  Should the customer wish to schedule a phone call, they are encouraged to reach out directly through email.

  Customer Answer

  Date: 06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I'm not interested in these verbal explanation's to why this information displayed when logging in to view my statements was incorrect improperly worded I have already emailed extensively and included that information I was told my calls would be "Recorded" so you should have these calls on record where I was told it was "My responsibility" to keep track of these numbers and your company was not responsible for displaying this information to me correctly and it was for me to do the math for myself statements we're not sent to me through email I was sent a link to login to a website which displayed my interest being charged for all these plans incorrectly and to this date does not reflect any interest being charged on the front page when singing in my plans are not kept up to date to reflect this information I am use to other payment plan providers "******, *********, ******" providing this information accurately in a way that I can base my payments on what interest is being charged when you are not able to provide statements of this accurately I am not able to plan my payments accordingly and this is causing me and your other customers for this service financial loss when you are not able to manage the technical aspects of such a complicated payment systems like other providers are and positioning yourself to take money from people without them having knowledge of it I do not believe this is a fair way to operate a business and do not wish to be told how most adults are capable of doing this math for themselves and keep track of this information from the date of purchase i do not wish to be told that I believe it is your responsibility to provide these systems and let customers know of interest they are being charged and changes to there plans when are simply unable to provide the online interface for these payment plans this service is not compatible with the general public.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 17/06/2023

  We have a specialist looking into this matter to further investigate the customer’s account in order to reach a mutually satisfactory resolution. We have contacted the customer directly through email and will provide an update when one is available.

  If the customer has additional questions or concerned, they are encouraged to reach out directly over email. 

• Initial Complaint

  Date:27/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flexiti are without customer knowledge signing clients up to insurance premiums. I signed up for the promotion 12 months rate declining insurance at ***** to find out that they had set insurance premiums 80$ bucks a month. * *** ******* ** **** ** ********* ********. Their response was to talk to 3rd party insurance. Who said oh yes to keel you happy have 3 months back. I want the full amount back ** * *** ******. They trick you when registering your account online.

  Business Response

  Date: 04/05/2023

  We have fully reviewed the customer's account. The customer signed up for a payment protection with *** (*********** *********) at the time of their online account registration, hence the ******* ******** premium charges that were appearing on their account.

  The customer was sent an email on May 26th, 2022, confirming the insurance and the details of the insurance. The email presented the following information:

  The ******* ******** Program Coverage took effect 05/26/2022. Premiums for the ******* ******** program will be conveniently billed each month and can be found on your monthly Flexiti statement. You have a 30-day risk free period. Should you wish to cancel in the first 30 days, any premiums billed within the first 30 days of the effective date will be refunded to your Flexiti account. By enrolling in the optional plan, coverage is immediate and may be cancelled at any time by providing notice to ***** ****** Insurance at 1-************.

  Please note, Flexiti does not receive the premiums as the ******* ******** insurance is dealt by a third party, ***. Should the customer wish to discuss the premiums further, they are encouraged to reach out to *** directly.

  Customer Answer

  Date: 04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Flexiti say I signed up for it. Prove it. I signed nothing. I inadvertently clicked on something when I first registered. I knew nothing about it but wanted to register on my account. **** ** * ********** *** *** ******* ** **** *******. Then of course not their fault speak to ***. Even worse when a consumer inadvertently clicks on it it is made difficult to then cancel within the period. I was never explained and never wanted. Reading online reports I am not the first to fall for this ****. 

  
  Sincerely,
  
  ****** **********