ComplaintsforFlex

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ive been using Flex Finance to pay rent since I have been living paycheck to paycheck. Its helped but I had an issue in July when I was charged the full amount instead of half which I told my bank and the issue was resolved. However, this month I was charged three times and there was a claim reversal but I had no way of knowing this and it took money from my bank leaving me in the -$300. I really needed that money and I am completely out of money and did not know why this happened without me knowing or my consent. My bank was unable to resolve this issue and Ive cancelled the service but I need that money back. Ive let Flex know but they are not helping me and insist there is no other charges despite me sending evidence from my account transactions

  Customer response

  08/15/2024

  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

  07/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've been using Flex to pay my rent. We all know times are hard for most. Long story short, my 2nd payment for July rent was due yesterday (July 19th) but I reached out to question the remainingbalance. I have the payment, but why would I willing pay more than what is owed? Again, times are hard and money is short, obviously or I wouldn't be using Flex. I submitted a ticket to request a break down in charges, because the amount is incorrect according to the total rent amount and my 1st payment. Total rent was $1,617.29, of which $1,128.46 has been paid, but my remaining balance is $505. The ONLY fee applied to the 2nd payment is a 1% processing fee of $5. Let's do the math! ******* - ******* = ******. Now add the 1% processing fee ($5); ****** + 5 = ******, correct? The membership fee is paid and was paid separately, so that's not included in the 2nd rent payment. It has nothing to do with late fees or other fees from my apartment complex. There are no other fees! When I reached out to ask this, I never got an answer as to why it's $505. In fact, ******, (the Flex rep I've been emailing with today) had only copy and pasted the same response without answering my original question. I've requested to receive a review and response from someone above them. I can pay it, but I need an answer. Also, if this is a normal practice for them, they'll have bigger problems.

  Business response

  07/29/2024

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  ***************** manager had reached out for additional information on July 22nd, July 23rd, and July 24th but we did not hear back. 
  
  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.
  
  Flex Support

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 19 2024. Just seeking information about the system. But when you plug in your name and phone number it comes back as if you established an account. My intention was not to establish an account but to understand what the service is. I do not want a membership or any relationship to this company, Flex. I do not want to billed for a membership from Flex.

  Business response

  07/30/2024

  To Whom It May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* Managers sent you a resolution with regards to the concern on your Flex account. We were unable to find any Flex accounts related to the credentials you provided in the inquiry:
  *****************************
  **************
  ******************* 

  Based on the screenshots you sent, we see that you entered your information on the Flex app but did not actually complete the application. This means a Flex account was not created and you will not be charged any membership fees. 

  Our agent attempted to get in contact with you on three separate occasions (7/22/24, 7/24/24, and 7/25/2024), 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 manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regard,
  Flex Support

• Initial Complaint

  07/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 18th 2024 at 5:03am I paid my sending payment of 606$ to flex from my chase acct . I received my woohoo your July rent has been flex email stating that they received my payment. On July 19th I received an efficient funds from chase because Flex had taken another $606 out of my acct knowing I had already paid early that morning. There is NO customer service line to call or NO human interaction at all

  Business response

  07/30/2024

  To Whom It May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* Managers sent you a resolution with regards to the concern on your Flex account. We understand that you were seeing two Flex transactions on your bank statement, one that was successfully settled and another transaction that was pending. After looking into your account, we can confirm that Flex has only charged you once for July's repayment. Please view the attachment for your July Flex transactions. 

  If the transaction is still showing as pending on your bank statement at this time, please ask your bank to reach out to us if needed. Please let them know that they can reach us at ********************************** with the Subject title: "CCM **************************************". With this subject title, we can ensure that your bank's inquiry will get sent directly to the ************* Manager handling your case.

  If you have any further questions regarding your account, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regard,
  Flex Support

  Customer response

  07/31/2024

  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

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/12/2024 $****** On 7/12/2024 Flex took out ****** from my bank card. I already paid them on 6/30/2024 of $1027.00 for my 1st payment and then 7/25/2024 they would take out $707.00. So there was no reason for them to take out $****** on 7/12/2024. I contacted someone through email because they do not have a call center. So I have been emailing back and forth since 7/12/2024 and they keep saying they are looking into it. I sent them a screenshot from my bank account and they asked me for the last 4 digits of my card. I sent the information that they needed and it is still not resolved. My bank account was in the negative because of this issue which meant that my other bills that were supposed to come out couldn't because of the negative balance. I just want my money back!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business response

  07/29/2024

  To whom it may concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  ***************** manager had reached out for additional information on July 17th, July 22nd, and July 23rd but we did not hear back. 
  
  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.
  
  Flex Support

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been paying my rent through flex pay for sometimes now. But just recently I realized I was being charged extra by flex. I was informed this by my actual renters office. I would pay 1,600-1,800 a month but my actual property was only requesting 1,300-1,400. But on July 3rd I submitted a payment of $918 to take care of the first half of my initial rent $1485.56 But the flex app said there was a problem with the service connection issue or some error of some sort and it said that my payment would be processed after the issue is resolved. A few days ago,I submitted the remainder of the $1485.56 but the flex app said that I was unable to make a payment due to unresolved fees. When I spoke to my property manager, I was informed the payment of $1485.56 was never process on there end at all. But my money was taken from flex. I reached out to my bank and they informed me that they are not able to do anything for me unless I create a claim but to contact the merchant and ask to be issued a refund. Flex is still consistent on the problem being from the property or the bank I account with.

  Business response

  07/25/2024

  To Whom It May ******************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently one of our ************* Managers sent you a resolution with regards to the concern on your Flex account. After reviewing your account, we have confirmed that Flex did not charge your card on 7/3 for $918.56. 
   
  We were unable to cover your rent this month because your rent was uploaded with the date 6/1 instead of 7/1, so your account was flagged as 'past due'. Since our system is unable to cover any past-due rent, we did not attempt to process any payments on your account for July rent. Please view the attachments for more details on the ledger we received from your property this month that caused your account to be marked as 'past due'.  
  
  The only charges Flex attempted to process on your account earlier this month were for the 3 membership fees that you currently owe on your account. However, each transaction was declined by your bank due to insufficient funds. You can view the payment attempt history in the attachments as well.
  
  As you can see in the attachments, the last successful transaction on your account was on 6/27 for $505.00, which was the repayment for **** rent coverage.
   
  Unfortunately, we are unable to refund a payment that is not posted in our system. In order for us to further review your case, please provide us with an official letter from ***** Fargo, including the bank's official letterhead, stating that you were charged on 7/3 by Flex for the amount of $918.56. Per our last conversation, we'll need your bank to state that you tried to dispute the transaction and explain why they are unable to move forward with the dispute. We'll need your bank's official letterhead on this document.
  
  As of 7/25/2024, we have not received any updates or communication from ***** Fargo regarding your issue, nor have we heard from you, so we will proceed with closing this inquiry.
  
  If you have any further questions regarding your account, please respond directly to the last email from our ************* Manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regard,
  Flex Support
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cancelled my membership through email two years ago and now they are charging me a ***** monthly membership fee again randomly. I cant cancel my account in the app and nobody responds to email or chat regarding it.

  Customer response

  07/17/2024

  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

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 1, 2024 I used the flex app to pay my July rent, totaling 1655 I split the payment, I made a payment of ******* and scheduled the 500 to be taken later in the month. I am requesting a refund of my first payment due to me moving from the property in 7 days and unknowingly not owing the property rent for the month of July. ******* is the total I need refunded back to me.

  Business response

  07/16/2024

  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 resolution regarding the concern on your Flex account. We have followed up multiple times on 7/9, 7/11, and 7/15 but have not heard back.
  
  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,

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 1st my apartment incorrectly posted double my rent due, I was told to ignore it by the front office and that it was just a glitch. Flex then tried to charge me my regular full amount of rent. I cancelled it and got refunded. They proceeded to take the normal 1st payment amount. On the app it never posted to my account that I had paid, but on my bank account it shows money added and later on money taken out again?? I'm no longer able to make my 1st payment, I was charged a late fee by my apartment complex. I just want to be able to pay my half for this month right now and reschedule my second payment for the month for a later date so I won't be homeless. I've contacted my apartment complex to see what I can do about it. I'm not able to pay the full amount right now, that's why I joined Flex in the first place.

  Business response

  07/11/2024

  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 July rent payment. Flex was unable to submit the complainants July rent due to cutoff time and date. As a result, Flex did not attempt to process their downpayment again. 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 Support

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a notice that I did not qualify for the flex account.(screenshot attached). I have never used their services. On 7/1/24 I received an email stating that my card could not be processed for the amount of $1,025 and that they would keep trying till the 5th of July. I then sent an email to flex inquiring about how are they trying to charge my card when I never completed the onboarding process and I did not use their services. They assured me that my account was not active and I did not have to worry about money coming out of my account.(screenshot attached). I woke up on 7/4/24 and flex had charged my card the $1,025 dollars and I couldnt understand why and how because my debit card was locked has been for over a week. I then reached out to flex again and was told that I did not have an account so money should not have been taken. I sent them a screenshot showing proof of the card transaction and was then told that it shouldnt have happened and that I need to contact my bank. This is such an inconvenience especially when I have never used them. And was told that I do not have an active account.

  Business response

  07/16/2024

  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 further information was requested regarding your account. We have followed up multiple times on 7/10, 7/12, and 7/15 but have not heard back.
  
  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 Support

*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. ↩