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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I payed rent through with out the app and payed in full to the actual apartment and flex still charged me for this months rent and wants me to pay the rest of it too. I tried to contact them and they only email and still havent gotten back with meBusiness response
07/12/2024
Better Business Bureau,
******* Smiths 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. After working with the complainants property management, Flex refunded the complainants down payment and canceled July repayment. 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 SupportCustomer response
07/29/2024
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
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They flood my phone with phone calls from different numbers at least 6 times a day. Then they leave at least 2 voicemails. Its exhausting. How can I permanently take my name off their call list? I have told them to take my name off, yet the continue to call.Business response
07/04/2024
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 informed you that Flex does not operate a call center, so we do not make phone calls to our users. Additionally, I could not find a Flex account with the details provided in your inquiry, which indicates that your information is not in our system.
If you could provide more information about the content of the voicemails, I'd be happy to assist you in investigating which company is actually contacting you. It is possible that another company with a similar name to Flex is reaching out to you, but I can assure you it is not us.
Our agent attempted to get in contact with you on three separate occasions (6/28/24, 7/1/24 and 7/3/24), 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, 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
06/13/2024
- 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
05/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On November 4th I paid Flex Rent $439 to pay my November rent and it was NEVER paid. I am seeking a full refund for the missed payment of rent for November. There is no other way to get in contact with support.Business response
06/06/2024
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. ********************** was unable to cover your rent for November because you failed to make your down payment before our cutoff, 1PM EST on 11/5. The screenshot you attached in your complaint shows that your 1st payment failed on 11/4. Please view the attachment in this response. You can also find additional details of the failed transaction in the second attachment. The screenshot below shows your bank declined Flex's transaction on 11/4.
If you truly believe you were charged by Flex on 11/4 and are owed a refund, please send us a screenshot of this transaction posted on your bank statement so we can further investigate on our end.Our agent attempted to get in contact with you on three separate occasions (5/31/24, 6/3/24, and 6/5/24), 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
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a flex rent account that pays my rent monthly. I accidentally disputed the charge for the first rent payment of $739. once I found out I immediately called my bank to cancel the dispute. its been 3 weeks now and flex is still saying the dispute is still active/opened on their end and that's not true. **** of America has already sent me a letter confirming the dispute has been closed. flex rent already didn't cover my may rent and now their saying they cant cover my June rent even though the dispute is closed/cancelled!!!!!!Business response
06/03/2024
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 payment. We are still waiting on dispute results before moving forward.
If you have any further questions regarding your account, please respond directly to our last email for assistance.
Flex SupportCustomer response
06/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
I was told to reach back out 06/05/2024 because thats when the dispute would be updated. I still havent heard anything back from flex regarding the dispute even though **** of America cancelled the dispute weeks ago.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
07/17/2024
Better Business Bureau,
Flexible Finance, Inc. (Flex) offers a service that allows customers to split their monthly rent payment into two payments via a Flex Line of Credit. To access a Flex Line of Credit for a particular month, a customer must make an upfront, one-time payment (Initial Payment) of their rent. The remaining amount is financed by the Flex Line of Credit. The full rent amount (initial payment and financed amount) is paid directly to the customers property manager via ********************** and ***************. The customer must repay their Line of Credit before the end of the month to use the Line of Credit the following month to pay rent.
*************************** 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 that we see the cancellation of the dispute has reflected on Flex's side. However, the complainant was also informed that following a dispute there is a waiting period of 120 days before their account is eligible to be re-evaluated to use Flex services.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
Customer response
07/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
No because no one has still told me when the 120 days is up!!!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial 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 Support
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Customer Complaints Summary
1,020 total complaints in the last 3 years.
288 complaints closed in the last 12 months.