ComplaintsforFlex
Financial Technology
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Complaint Details
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Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
June 3rd ***** my rent was due I use a credit line provided by Flex helping me partially with my with. Problem is that when Flex came to automatically withdraw funds the deadline had past. I received on June 4th***** 1-3 business days an email that my funds was going to be refunded to me. 3 business has past and my funds hasn't be reimbursed nor the process initiated for my funds to be process. It's been a week now and I still have no resolution to the problemBusiness response
06/21/2024
Better Business Bureau,
*************************** complaint filed with the Better Business Bureau has been addressed by Flex.
In response to the customers initial complaint, ********************** followed up with the complainant to inform them regarding their funds for **** rent. Flex had refunded the complainant their **** payment and we did not receive additional questions or concerns from the complainant.
Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
Regards,
Flex SupportInitial Complaint
06/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear Better Business Bureau,I am writing to file a formal complaint against Flex Payment regarding a transaction that occurred on June 1, 2024. On that date, I attempted to use the Flex payment service to pay my rent, but was informed that, for some reason, my apartment complex would not accept the payment. Consequently, I requested a refund the same day.The Flex representative assured me that the refund would be processed within 1 to 3 business days. However, after this period passed without receiving the refund, I contacted Flex for further clarification. I was informed that, since the refund request was made on a Saturday, the processing time would not commence until the following Monday, and that it would then take an additional 3 to 5 business days to process the refund.Today is Friday, June 6, 2024, and despite the extended timeframe, the refund has still not been credited to my account. The delay in processing this refund has caused significant inconvenience, as I have missed the deadline for my rent payment due to the unavailability of these funds. This situation has placed me in a difficult financial position and has caused undue stress.Given the circumstances, I am requesting a full and immediate refund for the transaction in question. I believe that Flex Payment has not upheld their commitment to process the refund in a timely manner, and I am seeking assistance from the Better Business Bureau to resolve this issue promptly.Thank you for your attention to this matter. I look forward to your assistance in ensuring that Flex Payment fulfills their obligation.Business response
06/11/2024
To Whom it May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently you spoke with one of our ************* agents and a resolution was reached with regard to the concern on your Flex account.
If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
Thank you for your business and for allowing us to be of service. Your concerns are important to us.
Best,
Flex SupportInitial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have autopay for flex turned on and I got a receipt on June 1 from zego the rent portal my property management uses saying my rent was paid! I turned around and got an email from flex stating they could not autopay my rent and I need to self submit, so I did the self submit! I received an additional 12 or so emails stating I need to self submit so my rent will get paid. Well, i have gone back and forth with email support and "tickets" and finally received an email stating my rent was paid. Well today, June 6, i got an email from my rent portal zego stating that the payment was returned and my flex account was suspended! I have always paid all my payments to flex on time with no issue, so why would they freeze/suspend my flex account? ********************** really needs to do better!Business response
06/18/2024
To Whom It May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
Recently one of our ************* agents sent you a resolution with regards to the concern on your Flex account. We checked and confirmed on our end that your June rent payment went to ************* Century 21 ********************* Realtors. We had asked you to to speak to your property manager and provide them with the confirmation number of the rent payment transaction - *********, so that they can easily look up and track the payment. Your property manager can also pull up your rent portal account and look at the payment that is showing as processing in the History tab and track the funds that way as well.Our agent attempted to get in contact with you on three separate occasions (6/11/24, 6/14/24, and 6/17/24), however we have not heard back from you. Since we have not heard back from you, Flex will be closing this complaint as resolved.
If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
Thank you for your business and for allowing us to be of service. Your concerns are important to us.
Best Regard,
Flex SupportInitial Complaint
06/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello Ive had used your app for a whole year and I had no problems all the way until my lease end which is so backwards anyways my property manager made a mistake (I have no control of I dont work for the apartment I am only a consumer:renter ) and put a full month of rent balance on the rent app $1975 5.2.24 after 5pm . ????$1589 was took out of my account for the first installment plan mind you my LEASE WAS OVER MAY31st . I dont move out till the 8th of June due to my stuff still being in my apartment still cause I didnt vacant yet due to my job Im a truck driver and dont come home till the 7th Friday this week I agreed over the phone to pay that and got sent a notice via email that I vacant the 8th and only pay prorate price (66 per day ) $528 NOT A FULL MONTH fast forward couple min later after phone call I get a notification from flex that my rent has been paid for $1975 ! And $1589 have been took from my account !!! Which lead my account to go negative!! I will show you all the proof in pictures of when my lease is over which was *** last month , my vacant letter for the 8th of this month, and my bank account being in negative for that I contacted flex about this and they told they cant do anything to help me and stop responding back to me and told my rental manger that Im still responsible to pay my second payment which is $505 !!! Thats robbery !! Even after the property manager emailed them that it was miscommunication and they made a mistake on the balance update they showed on the rent app that flex seen and paid . I email you all over 6-7 times 5.3.24 and didnt get anything back !! Theres no phone number no customer service no nothing ! I feel scammed I need help asap my account in negative and I dont want to be responsible to over paying flex when Im not gonna be there a whole month ! I have kids and wife with nothing in my account my lease was over *** how the **** can I not get immediately help from that situation smhBusiness response
06/13/2024
To Whom it May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently one of our ************* agents reached out with a resolution and explanation regarding the on your Flex account.
If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
Thank you for your business and for allowing us to be of service. Your concerns are important to us.
Best,
Flex SupportInitial Complaint
06/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Set up rent to be paid this month. Attempting to manually pay and keep getting a notice that says, you have attempted too many times - this happened after the first attempt. The biggest frustration is the lack of customer service- late fees will be added tomorrow so this payment needs to be processed today - I would like this payment processed today or the late fees to be taken care of by the company as I have sent 3 emails trying to ensure this gets taken care of on timeBusiness response
06/10/2024
To Whom it may ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
Recently our ************* manager sent you a resolution email with regard to the concern on your Flex account. We have not heard back from you yet.
If you have any further questions regarding your account, please respond directly to our last email for assistance.
Flex SupportInitial Complaint
05/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Flex claimed my service was suspended but during that timeframe they STILL SOMEHOW took money out of my account for *** rent from my debit card I had on file with them for previous rent payments, but yet my property manager informed me they havent received funds from Flex. I was confused overall and now Im upset because I have yet to receive the proper help or receive my money back. They stated they didnt take funds or have any transactions but my bank has confirmed that the money was taken from them and I provided screenshots to Flex. Now, my rent isnt paid, I have late fees, and Im facing eviction filing in just 4 days. They only keep contact through email and dont respond or solve issues in a timely matter, which is not professional when it comes to peoples hard earned money and times are hard enough as is. I have a baby to take care of with no financial support. Please help me get my money back. I dont like feeling like Im being scammed when I was pointed to Flex to make my life easier by splitting my rent payments.Business response
05/28/2024
To Whom It May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently one of our ************* agents sent you a resolution with regards to the concern on your Flex account.
Upon investigation, we see that you canceled your Flex account linked to ******************** on 5/11/2024 and created a new Flex account linked to ***************** on 5/14/2024. Please know that we've looked through both accounts, and we were unable to locate any payments charged by Flex on 5/1 for $987.55 and 5/15 for $505.00.
Since we are unable to locate either payment, we recommend that you reach out to your bank directly to dispute these charges, if they are still appearing on your bank statement at this time.
We stopped hearing from you on 5/21/2024 and our agent attempted to get in contact with you on two more occasions (5/24/24 and 5/27/24), however we have not heard back from you. Since we have not heard back from you, Flex will be closing this complaint as resolved.
If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
Thank you for your business and for allowing us to be of service. Your concerns are important to us.
Best Regard,
Flex SupportInitial Complaint
05/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Okay, so I had a flex rent account. I changed my phone number in the middle of the month which I had made my first payment on the first for my rent and then I could pay the rest around the 15th. Once I changed my phone number I was not able to log back into my flex account to pay the rest of my rent and they closed my account stating I owed a balance which is not my fault whatsoever. I always paid my rent on time until I ranned into this issue. I reached out to customer service and they claimed they cannot find my account or my previous number which is really weird. Now I am at risk of having to pay rent for ***** and May which is going to mess me up financially . If they cannot fix this issue I want to be refunded the half amount I paid for the month on my rent so I can fully pay for ***** rent .Customer response
05/17/2024
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 and the matter has been resolved.
Sincerely,
************************
Initial Complaint
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Terrible business practices, they take over 24 hours to respond to any inquiries so if youre being charged late fees by the day you are SOL. Long story short they are not allowing me to make my May 2024 rent payment. I noticed the error on 5/3, its now 5/7 and they still havent resolved the issue. Overall just a really poorly run company.Business response
05/14/2024
Better Business Bureau,
*********************** complaint filed with the Better Business Bureau has been addressed by Flex.
In response to the customers initial complaint, ********************** followed up with the complainant to inform them regarding their May rent payment. The complainant had unauthorized use of Flexs method of payment to submit their May rent payment to their portal. As a result, Flex had rejected the payment attempts and notified the user of the unauthorized use. We did not receive additional questions or concerns from the complainant.
Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
Regards,
Flex SupportInitial Complaint
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Flex has the worst customer service ever. To think people reply on this service for assistance with rent you would expect better customer service. You can only contact them via email. They respond once a day with generic answers that does not help. I was not able to use this service for the month of may after using this service for over a year. The day my rent was due I received a notification that their system is having a problem relinking my property and to have it resolved before the 5th. Well it took 6 days to get a response via email. I was left with figuring out how to cover my full rent after relying on them for a year. I still have no answers to why they stop accepting my property and will be canceling this service. It was nice while it lasted. My main complaint is that I should have received notification that my property is no longer being accepted (Im assuming) in advance prior to the 1st of the month and not the day the rent is due. *** at flex wasted my time for several days just to start back at square one. Horrible horrible customer service.Business response
05/15/2024
To Whom it May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently one of our ************* agents reached out with an explanation and provided steps to resolving the concern on your Flex account.
If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
Thank you for your business and for allowing us to be of service. Your concerns are important to us.
Best,
Flex SupportInitial Complaint
05/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I didnt do any business with flex idky I was charged $532 May 2. I never did business with you guysBusiness response
05/13/2024
To Whom it May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. Recently one of our ************* agents reached out multiple times regarding your concern. However, we have not heard back yet.
If you have any further questions, please respond directly to the last email from our agent for assistance.
Best,
Flex Support
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Customer Complaints Summary
1,006 total complaints in the last 3 years.
322 complaints closed in the last 12 months.