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:07/16/2024

  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.

  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

  Date: 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

  Date:07/15/2024

  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.

  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 Answer

  Date: 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

  Date:07/08/2024

  Type:Customer Service 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.

  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

  Date: 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

  Date:07/08/2024

  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.

  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

  Date: 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

  Date:07/04/2024

  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.

  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

  Date: 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

• Initial Complaint

  Date:07/02/2024

  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.

  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 me

  Business Response

  Date: 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 Support

  Customer Answer

  Date: 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

  Date:06/27/2024

  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.

  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

  Date: 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 Support

• Initial Complaint

  Date:06/13/2024

  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.

  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 problem

  Business Response

  Date: 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 Support

• Initial Complaint

  Date:06/07/2024

  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.

  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

  Date: 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 Support

• Initial Complaint

  Date:06/06/2024

  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 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

  Date: 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 Support