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:11/07/2024

  Type:Sales and Advertising 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.

  I had the total amount needed to pay the first half of my rent on November 1st as usual. I received a text from flex on November 5th advising that there had been a problem paying my rent and that theyd fix the problem. Their idea of fixing the problem was letting the payment bounce back & then resubmitting it on the 5th, thus acquiring an NSF fee of $75 per day. Ive gotten one email per day from Flex stating that theyre working on it and that theyre dealing with a higher than usual amount of complaints and theyll keep me updated on the fix. They also sent an email saying that any fees accrued due to their error would be reimbursed to my landlord. It is about to be day 3 and my fees are going to be at $230 by tomorrow. My landlord has advised these unpaid fees will affect our rental history, not to mention potential repercussions along the lines of eviction letters. Flex has been extremely unhelpful in fixing a mistake that was entirely their fault. I have no way of getting in touch with anyone outside of an email and even that doesnt work 95% of the time.

  Customer Answer

  Date: 11/09/2024

  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

  Date:11/07/2024

  Type:Service or Repair 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.

  You will receive an automated message from ****** ***** or *********** ***** (probably other random names) stating that your profile has already been preapproved through pre qualifications on a loan up to $48,000. Upon calling and having mediterranean people answer with broken English, I asked to have them verify the profile through phone number. They have absolutely no information about you on file. This is a phishing scam. This is a phishing scam.

  Business Response

  Date: 11/08/2024

  To Whom it May Concern,
  
  The complaint filed with the Better Business Bureau was referred to the ************************ at **********************. We were unable to locate a Flex account with the information provided. Flex is a financial technology company and does not provide the services mentioned. 
  
  Since the complainant is not a Flex customer, we request that the ********************** close this complaint.
  
  Best,
  
  Flex Team

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair 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.

  Over the last couple of months, things have been fine with this app/service all the way up until it wasn't. I paid Flex on 11/2 and to my surprise, I received a 3-day notice from my apartment building on 11/6 requiring that rent is either paid within 3-days or I need to be gone within 30, which is so scary and heartbreaking for a young family of 5 like mine. The apartment stated I had not paid my rent, but I certainly did. I immediately went and checked my Flex app and it says my rent was paid on 11/2. It says I paid Flex and Flex supposedly paid my property, but they didn't. I checked my bank account and did not see any issue with the money that they took from my account. I also confirmed with my bank that the money was not being returned as there were no pending deposits. I tried contacting Flex and it has been impossible to do. I called the phone number on my statement's charge and it was a voicemail explaining they do not offer phone support but someone would reply via email. I also sent emails but am only receiving responses from their Artificially Intelligent support person. I contacted my apartment building and I am desperately hoping that my family and I do not end up homeless due to an error on Flex's behalf. This is a very scary feeling and it ****** me from ever wanting to use Flex again.

  Customer Answer

  Date: 11/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me and the matter has been resolved. They made sure to go above and beyond and sincerely changed how I feel toward their company. I will certainly consider using their service in the future. Initially, things werent moving much, but Manager, ***** and her team picked my case up and things were nearly seamless at that point from my end. I want to send a very genuine thank you to this team. Your time and assistance is greatly appreciated. 
  
  Sincerely,
  
  *** ********
  
  
  
   
  
  

• Initial Complaint

  Date:11/07/2024

  Type:Product 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.

  Using Flex pay to pay for my rent. I paid the first payment on the 2nd of November, but on the 5th, my apartment complex emailed me saying the payment from flex was rejected due to insignificant funds. I've been trying to email flex about details on the situation but barely get a response from them only that they are taking care of it. It's been a few days after and my rent still hasn't been paid off and still barely any replies from flex themselves.

  Business Response

  Date: 11/11/2024

  To Whom it May Concern,
  
  ******* ****** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex has informed the complainant of the technical issue regarding their rent payment and that the issue has been resolved. Flex has resubmitted the complainants rent payment.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team

• Initial Complaint

  Date:11/07/2024

  Type:Order 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 used the flex rent app to pay my rent.. the service was to divide the payment into two payments.. all was going well for about 3 months.. this November rent I paid flex as would normally.. my rental property contact me November 5 say the ach came back nsf from flex

  Business Response

  Date: 11/14/2024

  To Whom it May Concern,
  
  ***** ***** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex notified the complainant of the technical error and corrected the issue immediately. Flex resubmitted their November rent payment and covered all late and non-sufficient fund fees incurred from their property.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  
  Flex Team

• Initial Complaint

  Date:11/07/2024

  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.

  I used Flexible Finance **** (Flex) to pay my rent for the month of November. My total rent amount is $3,508. Flex pays the full amount, with allowing me the option to split my rent into two monthly payments that I pay back to Flex. The company charged me $2836.08 on November 1st. The $2836.08 is the 1st half of my rent and I would pay the next half, $707, to Flex by November 22nd. The Flex company claimed to have paid my rent on November 1st, but my property returned the payment on November 5th and charged an additional $406.99 in late fees and non sufficient fund fees. I reached out to Flex on November 5th to address the issue and they informed me that the payment did not go through due to an error on their end. Flex said they would submit a 2nd payment to my property and cover any additional fees. Another personnel from Flex claimed that they would refund my payment of $2,836.08 in order for me to make a direct payment to my property. Flex has yet to make any attempt to pay my overdue rent and my property is requiring that I pay the overdue balance of $3,914.99 by November 12th or I will be evicted. I have yet to hear from the Flex company with an update on my case, nor have I received a refund of my original payment.

  Customer Answer

  Date: 11/08/2024

  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

  Date:11/06/2024

  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.

  I paid ******* to flex to pay the remaining ****** on my rent. My landlord notified me that the payment was returned and I was charged ****** in fees for ***, late fees and a 5 day notice. Ive emailed flex countless times asking for them to refund my original payment method and the fees (as they promised via email). So far they have done absolutely nothing all I want us my refund and the additional fees that I was promised.

  Customer Answer

  Date: 11/07/2024

  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

  Date:11/06/2024

  Type:Service or Repair 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.

  FLEX paid rent to my property manager on November 01, 2024 and the payment was returned due to insufficient funds. FLEX received the money from me, and should have been able to make the payment to my property as agreed upon in my membership with FLEX. We now are late on rent, November 06, 2024 with almost $300 is late fees. In my FLEX app, it shows rent was paid in full on 11/04/24. In my property managers portal, rent has NOT been paid. Why is there not a contact phone number for this business to speak to a live customer service representative to resolve issues? I sent an email via their helpdesk, with no response. There is no urgency for them to resolve this issue. In the meantime, we are late and could lose the ability to continue to make payments online with our property manager. Unacceptable!

  Business Response

  Date: 11/12/2024

  To Whom it May Concern,
  
  ***** Richardsons complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex notified the complainant of the technical error and corrected the issue immediately. Flex resubmitted their November rent payment and covered all late and non-sufficient fund fees incurred from their property.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  
  Flex Team

• Initial Complaint

  Date:11/05/2024

  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 November ****** flex pay debited my account for ******* to pay my rent. I received the confirmation on the app stating my rent was paid in full and the money that I had to pay Flex was 500 dollars on the 15th. I checked the portal on my landlord website and it stated that my rent was paid. Today I received a email stating that there was an error with my rent payment and that they were working on it. On the portal it's saying my rent wasn't paid and now I have a NSF of 85 dollars. Also most likely a late fee of 200 dollars will be applied by tomorrow. I am requesting my money back so that I can pay my rent.

  Business Response

  Date: 11/08/2024

  To Whom it May Concern,
  
  ****** ***** complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance.
  
  Flex has informed the complainant that there was a technical issue with Flexs rent payment and the issue has been resolved. Flex has resubmitted their rent payment.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team

  Customer Answer

  Date: 11/08/2024

  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

  Date:11/05/2024

  Type:Product 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 tried to apply for flex but I was denied but they have been taking money out of my account for over a year. I have tried contacting them numerous times about it and have not been able to speak to anyone. They lack in customer service. I want them to stop stealing my money every month for service I do not get. And I need my money back.

  Business Response

  Date: 11/14/2024

  To Whom it May Concern,
  
  ***** ******* complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance but have not received a response.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.?
  Best,
  
  Flex Team